Replies to forwarded email do not re-open ticket

  • 5 July 2019
  • 1 reply
  • 65 views

Hi



I read the instructions on https://support.freshdesk.com/support/solutions/articles/236380-reply-to-a-forward-should-open-a-ticket explaining how to let a ticket re-open in case somebody replies to a forwarded email.


However, this has the unwanted side effect that the ticket will also re-open when the agent himself adds an internal note. Any way around this?



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1 reply

Badge +7

The ticket is re-opened when a reply is sent because an Observer rule has been set up to do this. I have checked, but it is not possible to distinguish between a note raised by an agent and a note raised through a third party answering a forwarded email. So, I don't see a way around it.