How can edit the email template? there is way to edit?
when customer receive email fro open case, the first line is
========== Please reply above this line ==========
but reply to this message and write above this live, suitecrm create a new case. Is it normal? It not be update the same case/ticket?
1.) You can edit email templates by hovering over ‘Emails’ in the top bar when you are in the email module and clicking ‘View Templates’ which will list all email templates.
2.) If someone responds to a case email, it should update the case not create a new case. It may create a new case if they change the subject as this cannot be changed or this will not work with the logic for AOP/cases.
It’s much strange, because I’ve just setting new email address into “email setting” and inblound email (same email address) but always sugar send email to customer from the oldest email (info) and email to operator from other oldest email address.