# Support ticket issues

**URL:** https://meta.discourse.org/t/support-ticket-issues/383296
**Category:** Support
**Tags:** email-in
**Created:** [September 19, 2025, 2:53pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296 "2025-09-19T14:53:03Z")
**Posts on this page:** 1
**Showing post:** 1

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### Author: ![tknospdr](https://sea3.discourse-cdn.com/meta/user_avatar/meta.discourse.org/tknospdr/32/529762_2.png) [@tknospdr](https://meta.discourse.org/u/tknospdr)
#### Post date: [September 19, 2025, 2:53pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296/1 "2025-09-19T14:53:04Z")

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After a lot of testing, we finally rolled out our Discourse support ticketing function.

I’ve immediately been smacked in the face with some show stopping issues that I hope can be overcome somehow.

We have a category/subcategory called Support/Support Requests

Support requests is set to use private topics so that only authors and support staff can see the posts in any given topic. It also has email turned on as most of our tickets come in that way.

We have one customer that uses their own ticketing system to send us support requests, I believe it’s called [RepairShopr](https://www.repairshopr.com). When we get a ticket from them:

1. We don’t get the entire ticket, all I see is a useless bit of fluff before the actual info. See screenshot below.
2. Every time they reply their software creates a new topic instead of posting in the original topic
3. I could deal with that using the move posts function, however, because the topics are private, they don’t show up in the list of available topics to send them to.

Can anyone help with any/all of these? I spent a good deal of time function testing this and all of the sudden, it’s useless.

 ![repairshopr-reply](https://global.discourse-cdn.com/meta/original/4X/b/2/7/b273bb053720e8d12b364eabae2702765af585ce.jpeg)

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