Hello, today I created a support ticket because I thought there is a bug now in UiExplorer because using it freezes Studio and target application. Ok, after a short time I recieved a messages with that ticket ID and other information.
While trying to continue developing I got additional information that I thought I shoud give also to the support. For that I created an email, wrote in the subject line “additional info to case #xxxxx”. In my opinion this is a normal procedure in a ticket system and you can expect that this mail will be routed to the ticket. What happens? I get an answer: “Thank you for reaching UiPath Support. Please create a new case with all the required details using the following links through our portal.” Are they kidding me or what does that mean? The ticket is there and why have I to do the same thing again?
Hello Martin,
Thank you for your feedback.
From a system standpoint, you will have to respond to the same thread ID for the case you initially created. (You must have received a response from support)
If you drop an email separately it will not be tagged to the same case and treats as an email that is different.
I request you to respond back to the same thread ID which you have received as an acknowledgement from the Support.
Thanks for your understanding!
Thank you for your answer. Have you read my first post carefully?
In my post I wrote that I got a message from support which tells me the ticket ID (you call it thread ID, I think) and I also wrote that I used this Id in my second mail and mentioned it in the subject line. So please let me know what I did wrong in this case. I expect that the message will be tagged to the thread if the ID is mentioned in the subject line. This is normal in the support I have known so far. Thanks for your understanding!
I think it gets auto-linked when you hit “Reply” on the original confirmation email, rather than creating a new email.