If you uncheck this box (standard case), the CC email will be used for finding duplicates, if the requester (customer) email and recipient (your sender email) are identical. When this is checked, only the domains without the TLD of the 2 must be identical. By default finds duplicates using all data of the customer of the current ticket (email, secondary email, user ID,...).
If "To" and "From" email of a ticket are identical and the ticket has a "CC" email set, it will find duplicates using this CC email.
e.g.:
From: [email protected]
It will search duplicates for [email protected] (instead of duplicates of [email protected])
If you check this checkbox, the above behavior will stay the same. But additionally for:
From: [email protected]
or
From: [email protected]
It will also find duplicates for [email protected] (instead of for [email protected]) because the top level domain is identical
or
It will be automatically identified as a duplicate and you do not need to set up anything. This feature is only available in the Pro plan
When you are viewing the ticket with subject "[Ab12de] Booking confirmation" it would show the other ticket with the same reference number too.
But it wouldn't show "[Vx56yz] Booking confirmation" as duplicate, since it has a different identifier in the subject.
If however you want to only show emails that contain "Booking Confirmation" in the subject, you could do:
[email protected] => /Booking confirmation/
Which would show tickets with subject "Booking Confirmation" as duplicates, and all other subjects as duplicates on tickets that do not have "Booking Confirmation" in the subject
Match duplicates based on email and subject regex (\"Pro\" plan only)
e.g. you receive emails from [email protected] with subjects like:
[Ab12de] Booking confirmation
[Ab12de] Message
[Vx56yz] Booking confirmation
And you only want the app to show duplicates if the booking reference at the beginning of the subject is identical, you would put:
[email protected] => /^\[\w+]/
1 per line, e.g. to match tickets received from [email protected] with a subject that starts with 6-10 uppercase letters use: [email protected] => /^[A-Z]{6,10} /
To test your regex on your subjects you can use https://regex101.com/
**Never heard of regex?** Email us at [email protected] with at least 5 examples of subjects and we will create the regex for you.