Email channels use patterns to recognize which tickets to modify. Pureservice comes with a default pattern out of the box.
Template
When Pureservice sends an email to a user from a ticket, Pureservice uses the pattern to create a unique phrase. The phrase is added to the subject field of the outbound email. If a user changes or removes the generated phrase when replying, Pureservice will not be able to recognize the pattern.
The default pattern template creates a phrase that looks like this for Tickets [INC ID# 123], where “123” is the ticket number.
is a mandatory placeholder in the template.
Match Expression
The match expression is used when searching for a pattern match in the subject. If there is a match, the application will connect the email to the appropriate ticket. If not, Pureservice will treat the email like a new request and create a new ticket.
A match expression is created by a regular expression (Regex), which is a special text string for describing a search pattern. You can read more about it here: regexr.com
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