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adding notes to ticket from outside system

  • February 13, 2025
  • 3 replies
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J
Apprentice
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When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to.  I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread. 

Best answer by juul0s

This could be due to the absence of the necessary rules for adding replies to the current tickets. Check the properties in Agent Reply Template (email notifications). We made two rules:

  1. tickets checks - ticket ID, references
  2. user check - requester, CC, emails

for ticket ID it’s needs to be the same as below

 

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    J
    Apprentice
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    • jlackman
    • Author
    • Apprentice
    • 2 replies
    • February 13, 2025

    I have tried sending to the ticket subject, the URL, the ticket number, and none of them seem to be the complete key to getting the note on the right ticket. they just open new tickets.

    juul0s
    Apprentice
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    • juul0s
    • Apprentice
    • 1 reply
    • Answer
    • March 9, 2025

    This could be due to the absence of the necessary rules for adding replies to the current tickets. Check the properties in Agent Reply Template (email notifications). We made two rules:

    1. tickets checks - ticket ID, references
    2. user check - requester, CC, emails

    for ticket ID it’s needs to be the same as below

     

    Daniel Söderlund
    Skilled Expert
    Forum|alt.badge.img+14
    jlackman wrote:

    When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to.  I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread. 

    You need to format the subject as ​@juul0s said. In the WFA you can do that, if the agent use the forward you need to edit the subject before sending. 

    Second is you need contact Freshworks to enable mail threading for the domain that sending back to you. 

    Solution consultant @ synerity.eu, A new error is always a sign of progress!
    J
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      jlackman

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