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Forwarding Emails to Existing TIckets

S
Rank

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

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73 replies

T
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Any answer on this?


annapoorna.venketaraman
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Userlevel 3
Badge +8

Hey Sayeed/Sean,


Sorry guys for leaving this unanswered for such a long time. 


If you are replying to an email notification concerning a particular ticket, your reply will be automatically added as a note on the same ticket.


Let me know if this is what you're looking for.


Anna


Head of Community
T
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My use case is this. 


1. Direct customer correspondence occurs outside of ticket and in Gmail

2. It is decided a ticket should be opened.

3. Customer opens a ticket through the service portal and not over email. 

4. Notes from email are vital to solving the ticket and we'd like to the email chain logged to the existing ticket somehow.


Thanks!


annapoorna.venketaraman
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Userlevel 3
Badge +8

Sean, 


You can try forwarding those emails from gmail to your support address, with the corresponding ticket id included on the subject line.


Let me know if this did the trick.


Anna


Head of Community
T
Rank

That didn't work. I included the phrase "ticket id 247" in my email subject but a new ticket was opened.


P
Rank

I would really love to be able to forward email to freshdesk and have it automatically assigned to a specific ticket.


as an example forward the email but put "Attach to Ticket 1234" at the top of the message and the email would be automaticaly attached to ticket 1234


T
Rank

You can have an email attached to a ticket by including the ticket # in the subject with square brackets surrounding the ticket #.  Formatted like so: [#123].

Just put that anywhere in the subject and the email will be attached as a note on the ticket.  The one issue I have with it however is that if I am forwarding someone else's email, it hides their email text (like a previous email in the thread with the three little dots) even when I enter no text in the email body.  Still not too bad.  I often use this feature.


N
Rank
Yeah, that didn't work.  Thanks for the suggestion anyway, Tim.  Anna/FD-support, please tell us the *correct* way to fwd an external email to our company's central FD support address, such that it will be _added to an existing ticket_, and not open up a new one.  Thanks.

 


D
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Hi,




It would be nice to be able to setup keyword handling to allow all emails for a project for example to be added to a single thread rather than needing an email per project.




Thanks




Dan


S
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Badge +1









Hi Everyone, 


 


Thanks, Tim. It was definitely a clear and precise explanation.  As suggested by Tim, you will be able to append a new email to an existing thread (or) forward an email to an existing thread by using        [#ticket id]. It will look like this when you are editing the subject in case of forwards.


 


 



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We will have our support agents get in touch with you to figure out the reason behind this not working, Nate Johnson. 




Regards,





Sukanya














D
Rank

Hi,




I just tried the [#123] and it opened a new ticket anyway???




Thanks

Dan


D
Rank

Hi,




Same with #123 as I thought it might need to match my templates but as they use "[Ticket ID: #123]" does that really mean I need to use everything inside the [] to append as a comment to an existing ticket??




Thanks




Dan


D
Rank

Hi,




OK, it must match the full part inside the [] that is on your template so as above I needed to add [Ticket ID: #123] to link them or change my template to give less clarity in the subject line, should really split this to two separate functions so you could have the template one way but link another.




Thanks




Dan


P
Rank

I don't believe it's that simple. 


I've spoken to freshdesk support a few times about this same problem.


It is my understanding that freshdesk looks at the ticket ID tag number [#2500] plus the email address of the sender plus email addresses contained within the forwarded message.


What I have found is that if I forward an email message to a ticket ID tag number and the sending email address or email addresses contained within the forwarded message don't previously exist within the ticket, then freshdesk creates a new ticket.


I find this particularly annoying because customers sometimes respond to your email messages using different email addresses and freshdesk decides that this is now a new ticket even thought the subject line contains the correct ticket ID tag number.


D
Rank

Hi,




On mine I was in the original thread so you could be correct, I will test some more.




FD admins please confirm 100% with screenshots.




Thanks




Dan


D
Rank
Using

[#01234]

this does not work....
In OTRS or Zen desk we did not have any issues...
can this please be addressed

thx

 


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi Everyone,




In general, the emails forwarded from an agent mailbox to the support address with the ticket ID in the subject , get added to the corresponding ticket in freshdesk. Here's a quick example of how this can be achieved :




1. Consider a ticket in freshdesk sent by a User1 :



image

2. Agent receives an email related to the ticket from a different user and wants this to be appended to the same thread. Note that the subject of the email is modified to include the ticket id within [ ] prepended with # - > [#772]





image




3. The email gets added as a public note in the ticket





image






@David: If this information isn't sufficient to set it up in your account, kindly let us know. We'll be happy to do some test cases with your system and help you configure this .



Cheers!




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.
G
Rank
Yes I agree this works when sent from an agent but I have lots of situations where I will forward a ticket to another person and I need their reply to return to the ticket and when they reply it creates a new ticket.  I ensure the ticket ID is in the subject [#123].  Interestingly this works in FreshService but not in FreshDesk

 


G
Rank
Yes I agree this works when sent from an agent but I have lots of
situations where I will forward a ticket to another person and I need
their reply to return to the ticket and when they reply it creates a new
ticket.  I ensure the ticket ID is in the subject [#123]. 
Interestingly this works in FreshService but not in FreshDesk

 


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hello Graham,




By default, the ticket threading requires the user to be a part of the ticket for the replies to get appended . Though not a recommended solution, we have an option that can help you specifically in this case. Drop us a note if you would like to explore the option!




Cheers!


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.
P
Rank

Hi Aravind S, please provide instructions on how your solution works, because I for one am tired of freshdesk making new tickets when I email a response to a ticket from another email address and put the tag into the subject line.

aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi Philip,




I'm sending over an email with a note about this feature. Looking forward to hear back from you soon.




Cheers!


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.
D
Rank

Hi,




Please send to me too, although its not recommended for you it appears many of your customers require it so it should be addressed with an option in Admin.




Thanks




Dan


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi Dan,




Thanks for your interest ! I've emailed you the information about the feature.




Cheers!


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.
P
Rank

Hi Aravind,




The changes you made to my portal are working well.


The user no longer has to be a part of the ticket thread for an email note to be appended when the ticket id [#xxxx] is in the subject line.




Thanking you for your help.


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