Skip to main content
Visit Freshworks.com Visit Freshworks


We've appended  - {{ticket.subject}} #{{ticket.id}}] to the subject of every email sent through the system.  Everything appears to thread properly EXCEPT:






When an agent replies to an email with the subject:



New Reply Received - {{ticket.subject}} #{{ticket.id}}] 






From Email Notifications: Agent Notification / Requester Replies to Ticket) 






This appears to be the only instance that the threading fails.  Suggestions?





Hello Ginger,






By default , any reply from the agent should get added as a public note in the same thread. We've raised a support ticket to investigate this issue further.






Cheers!



Terms of Use