Replys in mails ope new tickets

  • 8 May 2019
  • 1 reply
  • 15 views

Hello,

Our customers when they respond via e-mail (support@xxxx.freshdesk.com), a new ticket is opened in Freshdesk.

I would like the answer to stay on the same ticket.

It's possible ?

Marlon




1 reply

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Hi @marlon,

 

Apologies for leaving this unaddressed. We hope you were able to fix this issue.

 

Just to brief, we thread tickets based on these parameters, 

 

1. The first check is the ticket ID. If the incoming email contains the ticket ID in the subject line, the reply will be threaded. If the ticket ID is not there, the threading check goes to the second parameter.

Please navigate to Admin>Email notifications>agent reply template and you could add the ticket ID placeholder in this format [#{{ticket.id}}]

2. If the message ID of the original email is present in the references, the reply will be threaded to the existing ticket. If it fails, the threading check goes to the third parameter. We store reference keys only for 7 days from the last customer response.

3. If the ticket identifier is present in the spam, the reply will be appended to the existing ticket. If not, a new ticket will be created. This is in the case of email notifications where if customers reply to notifications, we thread based on the spam ID.

 

Only if any one of the above checks is done, we then do the requester checks. 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.

Also, The reply emails of a ticket  would get created as a new ticket in these conditions:

1. If the requester creates a ticket with one email address and replies to the same from a different email address. This could be skipped by enabling an option under Admin > Email > Advanced Settings > Ignore the sender email address while threading replies to tickets

2. If the requester removes the quoted text from the ticket and replies to it.

3. If the requester creates a ticket with a slight change in the subject similar to the old one.

Unfortunately, if the subject line of the reply is changed, then the reply would be created as a new ticket and it's not possible to skip this behaviour when it comes to ticket threading. However, the workaround here at the moment is to manually merge the new ticket with the existing one.

 

Hope this helps!

 

Cheers :)

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