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Question

Freshdesk Email-to-ticket Append Subject?

  • August 3, 2023
  • 1 reply
  • 177 views
scotters
Apprentice

Is this possible? Let’s say I have a client that creates a ticket by email. In this instance, it comes in from testco.com with subject of Server not accessible. Can there by a processing rule that could then append the subject of the email with the company name and change it to: Testco Server not accessible for the ticket? 

      1 reply

      vinothkumar.manoharan
      Skilled Expert
      Forum|alt.badge.img+7

      Hi @scotters 

      Greetings from Freshworks community.

      Yes, this is very much possible by using Webhooks on Ticket Creation event. Below are the steps to do

      1. Go to Admin → Automations → Ticket Creation
      2. Create New rule and Set the conditions and Actions in the Automation rule as shown below
      3. Replace the URL with your Instance URL and API Key of your Profile.

       

      Vinoth | Freshdesk product expert | Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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