Forwarding Emails to Existing TIckets



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Userlevel 1

Thanks for the confirmation,Philip . Happy to contribute for making your workflows easier :)




Cheers!



Hi Aravind,


Can you please send us the same solution you gave Philip Lakic.  We have the same problem with new tickets being created and it's driving our team and customers crazy.




Thanks for your help,




Matthew


Userlevel 1

Hello Matthew,




I've sent you an email with the details. Looking forward to hear back from you soon.




Cheers!


Hi Aravind,
The change you made worked great thanks.  This will make a huge difference for us!

Thanks,

Matthew

 


Userlevel 1

Glad that I was able to help you solve a critical problem 🙂 Happy to help always!




Happy Freshdesk-ing !




Cheers!



We also need a way to add tickets to a case when the sender is not currently part of the chain.




Can you advise the workaround?


(Any reason you can't post publicly?)




Thanks,


Nick


Userlevel 1

Hello Nick,




There are multiple ways in which we can get the reply appended to the ticket. Unless it is a critical case where there are lot of forwarded emails flowing in, we don't want to open the threads for unauthorised users . I'll drop you an email with the necessary details :)




Cheers!


Userlevel 1

Hello,




In case if you're wondering how to get the emails threaded without having to get the email sender already as a part of the thread, you can create a company record in Freshdesk and add a domain name identifier to the company record. For example, consider the case where user A forwards his email to Freshdesk ( 3rd party group address ) and waits on Freshdesk to respond back.




One of the users in the mailing list would respond back to the email ( different from the initial address to which the actual email was sent ) and this would result in creation of a new ticket.




You can create a company named Freshdesk and then add freshdesk.com as the domain identifier . Once this is done, any emails coming from this domain would be correctly appended to the same thread.




Cheers!



Aravind, do we need to do this for each and ever company we have in Freshdesk?. I'd like to know more about the workaround, if you could please contact me in private about it. Thanks!


Userlevel 1

Hi Pablo,




If you are dealing with select vendors ( 3rd party operators ) , you can create a company record and specify their domain name in the profile. This would make sure that any email from the domain ( irrespective of the user already registered in the system or not ) will be threaded to the correct ticket in the helpdesk.




Let me know if your business case involves dealing with unknown vendors or third party systems that are not limited to a certain number .




Cheers!



I would like to be able to do this as well.  Can someone fwd me the solution?


Thanks!



Hello Aravind,




Please send to me too the solution please...




Thanks


Userlevel 1

Hello Chris & Guillaume,




Did you get a chance to review my latest comment on the thread? Will that be helpful in your case?




Cheers!



Hello Aravind,




Please PM me the best solution aswell. We have customers with multiple domains. Sometimes a customer answers from his home mail so we really want to have the ticket ID in subject as the only threading criteria.




We don't see any issue in opening a ticket thread to anyone who can read the mail...




Thanks



It doesn't have to do with a vendor we just want to add replies to the correct ticket as the above post states as well


Userlevel 1

Hello Thomas and Chris,




I've sent you emails requesting for some information . Once it is verified, I can get the feature enabled for your helpdesk.




Cheers!



Hi Aravind,




What feature are you talking about?. Is it the ability to see all company ticket?.




We still have the problem on our side, where certain emails are not properly connected to the right tickets.




Thanks,


Pablo.


Userlevel 1

Hi Pablo,




The option "Can View all tickets from the company" enables the user to access all tickets by logging on to the portal. However, in order to get the emails or replies threaded, it would happen by default if both the users are listed under the same company record in Freshdesk.




Say, you're sending the email to a common address support@somedomain.com and if the reply comes in from an individual user , persona@somedomain.com , in order to get the reply threaded to the ticket, you can create a company record in Freshdesk and list the domain name . Irrespective of whether it is an existing user or a new user who has never contacted Freshdesk, the emails would be threaded as long as they are sending it from the domain email.




Cheers!



Thanks Aravind, I was aware of that.




Is it possible to automatically create the company record with the domain "somedomain.com"?. To avoid the intermediate manual step required.




The other possible solution would be that Freshdesk automatically threads emails with the ticket number in the subject, regardless of company membership.




Are either of these possible?


Userlevel 1

Hi Pablo,




Unfortunately, there are no easy options to create a company record with the domain name . You can probably give the company import via CSV option a try in case if you're working with known set of vendors .




We can explore the other option too. I've dropped you an email regarding this and we shall take this discussion incognito as it would involve some private information.




Cheers!



Is there a way to send an email to add comments to an existing freshdesk ticket?


Userlevel 1

Hello Jamsin,




You can forward the email to the helpdesk with the ticket ID reference in the subject line. As an agent,I can forward any email to the helpdesk in case if I have the ticket ID reference in this format - > [#ticketid]




Cheers!



hello Aravind, can you send me an email as well.


We have only some minor syff but frustrates the hell out of the admin guy assigning the tickets




Userlevel 1

Hello Rahmses,




One of our support heroes will get in touch with you shortly.




Cheers!



Is there an official page on how to "inject" threads inside of existing tickets?  I tried to follow the 4 pages of conversation in this forum, but it wasn't too clear how to proceed as there were many people asking for similar things but not identical things./  I had an agent reply from his email account to another ticket and it was posted as a public comment./  we would like to only have private comments posted (or rather, "injected".