This module simply adds a ticket number in the subject line of emails sent to customers (in FreeScout tickets, conversations and emails are the same thing). The module does not have any settings.
Ticket number is also automatically added to the subject of auto replies.
In Gmail when a support agent sends a message to a customer first – everything works fine. But when a customer sends an email from Gmail to FreeScout, Gmail may preserve original customer’s subject line and not show to the customer a new subject from support agent reply. This Gmail’s behavior can’t be changed, other mail services should show ticket number normally.
Via the following variables in the .env file ticket number prefix and suffix can be customized:
TICKETNUMBER_PREFIX="(" TICKETNUMBER_SUFFIX=") "
The prefix and suffix are added only to emails sent to customer – they are not visible in the conversation in FreeScout.