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Understanding Customer Service


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Hi,

 

I had PS 1.5.3 and i did a clean install to 1.5.4,

I thought the Customer Service will be improved, but maybe it seems i'm the one who still didn't understood how it works.

 

I have 4 departments with 3 different emails, when a user contact the website, a new thread opens, and replying is working fine, but if that same user contact me again using a new subject from contact page, even if that subject/department has different email, and even if the first thread has been marked as handled, it looks like the old thread opens again and the worst part is that the subjects of the old discussions turns all to the newest subject... this is making me crazy, is it a bug or i never understood how normally it works..

I thought it could be a way to sort the threads as per user email, so all threads from same email address, whatever the subject was, and whenever it was, it keeps them together.. but this is frustrating especially that older subjects are changing..

Why can't it be each thread alone, or if same user contacted another department to be in a new thread ?

 

Any explanation would be much appreciated.

Thank you.

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