Account suspended · community · Discussion #199461 · GitHub
Skip to content
Discussion options

You must be logged in to vote

You're welcome.
Short answer to your question: yes, reply to ticket y. You are not in danger by doing that. Adding context to an existing ticket is exactly the intended use of those reply emails. What you want to avoid is opening a third ticket — that's the thing that actually slows people down. Replying to one you already have is fine.

A few small refinements so the reply works for you, not against you:

  1. Reply to y (the one that already references x). That keeps everything in one thread. If you reply to both x and y separately, the agent has to reconcile two parallel updates.

  2. Lead with one sentence acknowledging the mess, then give the clean version. Something like:

    Apologies for the…

Replies: 1 comment 5 replies

Comment options

You must be logged in to vote
5 replies
@rxvchio
Comment options

@faketut
Comment options

Answer selected by rxvchio
@rxvchio
Comment options

@rxvchio
Comment options

@prelekar7
Comment options

Sign up for free to join this conversation on GitHub. Already have an account? Sign in to comment
Labels
Discussions GitHub Discussions is a collaborative communication feature Question Ask and answer questions about GitHub features and usage Welcome 🎉 Used to greet and highlight first-time discussion participants. Welcome to the community! source:ui Discussions created via Community GitHub templates
3 participants