Fix a typo in a support request email?

[NeedCoffee]

We have our contact form come through to the support desk. Occasionally someone will put a typo in to their email, which means they don't get the ticket updates. We can't work out how to fix the email address on the ticket to remove the typo? Any ideas? Thanks

[Mark H]

You'd have to edit the ticket directly, which may not be handy to do, but you can also use the Cc/Bcc function to add the correct address to the email chain quickly.

You do of course have to know the correct email address, but... in the ACP when viewing the ticket, expand the reply box; it's an option above the editor bar:

click that (Edit Cc/Bcc) line and you can add the correct address as a cc.

[NeedCoffee]

Thanks @Mark H - your first sentence suggests it's possible to edit the ticket directly? How can we do this?

Normally we get another ticket asking why we didn't reply to the first one, because they put the email in wrong. So a follow-up query, can we merge tickets?

[bfarber]

No, you cannot really edit a ticket to change the email.

You can merge two tickets, but only if they belong to the same account (or, were sent by the same email address).

[NeedCoffee]

Hi @bfarber so from a software design point of view, how are you meant to handle a Nexus/Commerce ticket that was created by a user who put a typo in their email?

[bfarber]

While this is (or should be) a fairly rare event, on the off occasion it might happen I'd probably just use the CC box as Mark H suggested.

With our setup, guests usually only submit tickets by emailing our support address, which means the email address is always correct.

[NeedCoffee]

Ok thanks, I think you'd agree that the ability to fix a typo in an email would be quite good - rather than knowingly (through the CC method) sending emails that would bounce.

Can you flag this up for internal review?