How can I send an update to a support ticket through e-mail?

How can I send an update to a support ticket through e-mail?

Observed Behavior

How to send an update to support ticket via email?

Solution/Workaround

Send an e-mail to support@matrikonopc.com with the subject containing the ticket number in the following format: 

Ticket # 4164-nnnnnnn

Where:
nnnnnnn is the 7 digit ticket number

Example:
Add to the end of the Subject line | Ticket # 4164-8370000 will add this email to the ticket 8370000

Note:

  1. If you have received an email from the support system related to this ticket, the subject line should be already in this format. Therefore, simply replying to these mails will have the same effect. 
  2. If the Ticket number was not in the correct format this email will create a new ticket and you will receive an email with the new ticket number
  3. If the ticket number was incorrect, the updates will go to another ticket and you won't be able to see this update in your ticket

Expected Behavior

The e-mail will update the support ticket adding one more history entry within 2-5 min

MatrikonOPC

Topic Information
  • Topic #: 4164-3034
  • Date Created: 05/12/2015
  • Last Modified Since: 05/12/2015
  • Viewed: 192