Curious if anyone has found a way to forward an email to Freshservice and have that email append to a ticket as is. No notifications should go out to those on the forwarded email, just the users tagged when the ticket was first created. Perhaps a Condition Expression?
Thanks!
You can do this by including the ticket ID in the subject line. Just make sure the subject includes the ticket ID in the format [#[TICKET_ID]], like [#1234], so Freshservice knows which ticket to update. To avoid sending notifications, go to Admin > Account Settings > Email Notifications and disable the relevant update notifications under Requester Notifications. For more control, you can also use the Workflow Automator to create a rule that identifies forwarded emails and suppresses any automatic notifications. This way, the forwarded message gets added to the ticket quietly, and only the originally tagged users stay in the loop.
More specifically, the syntax in the subject line should be
[#SR-142767]
I’m having some trouble with this too.
I’ve created a workflow automation that will send an email to a supplier and I’m including the TicketID in the subject.
When the supplier replies to that email instead of updating the existing ticket with a private note, it generates a brand new ticket.
I was able to get around this by adding an action that CC’s in the vendor but that then meant their replies weren’t added as private notes and they started receiving all updates to the ticket.
Ideally I want the automation to behave in exactly the same way as if you were to manually forward the ticket to the vendor, but so far I’ve not been able to replicate this.
Not sure if I’m missing something obvious?
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