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Merge tickets with partly same subject

  • 26 February 2021
  • 1 reply
  • 13 views

Hi.

I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.

The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data?

 

Example:

 

INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7

 

INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z

 

 

Marko

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Best answer by aarthy.dhanasekaran 12 March 2021, 12:08

Hello @sqladmin,

We currently do not append a response based on the ticket subject. Freshdesk looks for the following three markers in every incoming email. For an email to be threaded to a ticket, it has to pass one of the following checks:

Ticket ID (if enabled) 
Message-ID 
Unique Identifier

After the ticket is identified as a reply, the requester email should be one of the following for it to be threaded to a ticket:

  • The requester email address of the ticket
  • The agent email address of the ticket
  • Email address(es) in the CC of the ticket
  • Email address(es) to which the ticket was forwarded

So unless an email satisfies one of the email markers check and one of the sender email checks, it will be created as a new ticket in your helpdesk. 

However, if multiple responses are received from the same requestor within a short time span, you can try the marketplace app “Auto ticket merger” which automatically merges the incoming tickets to the primary one based on the ticket requestor. Please refer to this link: https://www.freshworks.com/apps/freshdesk/auto_ticket_merger/

 

Cheers,

Freshdesk Community Team

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1 reply

Hello @sqladmin,

We currently do not append a response based on the ticket subject. Freshdesk looks for the following three markers in every incoming email. For an email to be threaded to a ticket, it has to pass one of the following checks:

Ticket ID (if enabled) 
Message-ID 
Unique Identifier

After the ticket is identified as a reply, the requester email should be one of the following for it to be threaded to a ticket:

  • The requester email address of the ticket
  • The agent email address of the ticket
  • Email address(es) in the CC of the ticket
  • Email address(es) to which the ticket was forwarded

So unless an email satisfies one of the email markers check and one of the sender email checks, it will be created as a new ticket in your helpdesk. 

However, if multiple responses are received from the same requestor within a short time span, you can try the marketplace app “Auto ticket merger” which automatically merges the incoming tickets to the primary one based on the ticket requestor. Please refer to this link: https://www.freshworks.com/apps/freshdesk/auto_ticket_merger/

 

Cheers,

Freshdesk Community Team

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