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 hello,


It seems like every time we receive a reply to a ticket a new ticket is created, this realy defeats the purpose of the help desk.


Have we set something up incorrectly??? How can this be avoided.


thanks


Steve



Here is the reply I just received from Tech Support on the issue:


only if the third party is copied from the mailbox, it creates a new ticket ( we are working on this issue ) . if the user is copied within the ticket using the UI it will definitely append the comment on to the existing ticket



What is the development on this issue?



I don't understand what this means: "only if the third party is copied from the mailbox"


The behavior of any ticket system should be that a reply to an email from the ticketing system will simply update the existing ticket. Will someone please confirm that is how freshdesk works, and if possible clarify the statement above (where it's acknowledged to not work).




no unfortunately it doesn't it creates often new tickets from replies to old tickets

 



Hi Guys,


Sorry for the delay in getting back on this.


A reply to a ticket will be added as a thread to the ticket based on few criteria. I agree to your point that a reply to a notification email from the ticket should be added as a conversation thread to the ticket. 


This will happen if the person replying to that notification email is a requester in the ticket or copied in the ticket or the agent assigned to the ticket. Apart from this, The system also checks for the message ID in the email.


Hope this helps. 



not a good solution, also people often reply to emails leaving the responses in the email so the ticket becomes very long and it's often hard to determine what is the response and what is a quote.

 



Hi Steve,


The person replying to the ticket could still remove the information in the quotes and reply. It will get threaded as conversation provided the person responding is part of that ticket as mentioned in my previous response.


If the person decides to compose a new email and send, It could still get threaded as conversation provided the ticket ID is added to the subject of the email in the below format.


[#Ticket ID]



We are having this problem as well. Once a ticket is opened, sometimes we need to have developers involved in the resolution of the problem but every time they reply it creates a new ticket because, as Manoj made it clear, the developer was not in the ticket CC. In such cases, how can we easily add this developer in CC? Thanks



+++++ Forward this issue


The new EMAIL ticket feature, ie creating tickets with outgoing email, is having a major glitch.  If we send out an email with the subject line "This is an example", the requester has to reply to the email with the EXACT same subject line.  Any deviation will cause the conversation to splinter into a new ticket.  Many email clients automatically append RE: to the beginning of email subjects, or FWD: if the email was forwarded and so on.  This causes the conversation to splinter into a new ticket.


We just had a case where the outgoing email had the Subject, "NN5449A", and when the requester typed his response, he accidentally erased the last "A" on the subject line, and replaced it with lowercase "a".  When he sent in his reply via email, it made a new ticket named "NN5449a".


There needs to be other criteria for matching responses with tickets.


+++++++ Issue 2


We are also having an issue of conversations splintering when requesters respond to ticket notifications.The notifications are always the same, yet sometimes responses splinter and other times they do not.  During our tests, we cannot get this problem to occur, but it is none-the-less happening with our requesters.  Any idea why?  Their notification email subject lines are intact.


+++++++ Issue 3


When our agents CC someone on a ticket, just as above, some responses from CC'ed addresses splinter into new tickets.  This does not happen every time, but only sometimes.  Again, we aren't able to replicate it, but we can clearly see that it is happening as we constantly have to merge tickets with their responses.



Any update?


+++++ Forward this issue


The new EMAIL ticket feature, ie creating tickets with outgoing email, is having a major glitch.  If we send out an email with the subject line "This is an example", the requester has to reply to the email with the EXACT same subject line.  Any deviation will cause the conversation to splinter into a new ticket.  Many email clients automatically append RE: to the beginning of email subjects, or FWD: if the email was forwarded and so on.  This causes the conversation to splinter into a new ticket.


We just had a case where the outgoing email had the Subject, "NN5449A", and when the requester typed his response, he accidentally erased the last "A" on the subject line, and replaced it with lowercase "a".  When he sent in his reply via email, it made a new ticket named "NN5449a".


There needs to be other criteria for matching responses with tickets.



We are having the exact same issues as Philhuy.



This is a royal pain to our business. Our clients often have multiple domain email addresses but if you send an email to any the client gets it. There should be a way that each Freshdesk client gets to configure how this works. If a reply is generated from a ticket, whomever replies, it needs to be part of that ticket! The way it works today is costing our business hours of work to merge or manage multiple tickets!!!!!!!

 



Looking for a solution to this as well. It's very frustrating to see this happen on a daily basis when you have a small IT staff (ours consists of only 3) and they are constantly stuck merging tickets on threads that have rapid fire responses due to the required Cc'd participants on the ticket (being sent across multiple domains).



This is now causing us a problem (only been using the system a couple of months) and it is causing a lot of admin.



Hello all,


Here's an article explaining how Freshdesk email threading works - https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-


Can you please explain the specific problem you are running into, so I can understand and possibly help find a solution?


If you need immediate assistance, please feel free to contact support@freshdesk.com.


Thanks,

Sudha

Hello Philhuy,


I confirmed the behavior of the specific issues listed in the thread above.


#1 - We don't currently use a subject line match for email threading to a ticket. The mechanisms for ticket matching are detailed in this article - https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-

#2 - I've tested most of the email notifications sent by the Freshdesk system and replying to those definitely matches the appropriate ticket.

#3 - I've tested this issue as well, when CC'ed people respond to emails and it seems that works as expected matching to the correct ticket as well.


I'm closing this topic as Solved. Please feel free to open a new topic if you are still running into issues.


Thanks,

Sudha

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