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Help Desk address automatically included in CC when replying to ticket

J
Rank

Sorry, this is hard to describe, but the address that's used to receive incoming mail to Freshdesk (wanticketscomxxxxxx-support@wantickets.freshdesk.com) is always included in the CC line when replying to a customer.

 

This means that every time I reply, it creates a new ticket.

 

I've run through all the admin settings, and can't figure out where to turn this off-- how to I stop it from automatically filling that in?

 

This ticket was created by emailing to that address, fwiw.

 

Jim

annapoorna.venketaraman 10 years ago

Hey Jim,


Thank you for reaching out to us through our Forums.


What you can do to avoid this is the following :


First, Go to Admin>>Email Setup and configure a proper support email like support@yourcompany.com rather than using wanticketscomxxxxxx-support@wantickets.freshdesk.com as the primary support email. 


Secondly, go to the Customers tab and see if you have the support email saved as a contact. If yes, then delete it. 


Once you get this done, you shouldn't be facing such issues with every reply sent. 


Let me know if this worked. 


Thanks,
Annapoorna 

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17 replies

J
Rank

Actually, it looks like this ONLY happens when the ticket comes in from the email address. However, we're planning on having almost all our tickets come in that way, and we don't want to have the agent have to remember to kill the CC.

annapoorna.venketaraman
Rank
Userlevel 3
Badge +8

Hey Jim,


Thank you for reaching out to us through our Forums.


What you can do to avoid this is the following :


First, Go to Admin>>Email Setup and configure a proper support email like support@yourcompany.com rather than using wanticketscomxxxxxx-support@wantickets.freshdesk.com as the primary support email. 


Secondly, go to the Customers tab and see if you have the support email saved as a contact. If yes, then delete it. 


Once you get this done, you shouldn't be facing such issues with every reply sent. 


Let me know if this worked. 


Thanks,
Annapoorna 

Head of Community
M
Rank

Unfortunatelly we have the same issue like Jim had

Although having set up a proper support mail address (support@ourcompany.ch) and not having this address in our contacts each reply to a ticket automatically fills the cc with the freshdesk mail-adress: ourcompanychsupport@ourcompany.freshdesk.com)

How can I avoid this - as I don't want to show the freshdesk mail address to customers.


Thanks

Marc


W
Rank

To go hand-in-hand with this feature, could tickets a user has been copied on be visible to them within their portal?


Thanks,


Will

annapoorna.venketaraman
Rank
Userlevel 3
Badge +8

Hey William, 


I will mark your request as a "Feature Request" and see if we can address it in our future enhancements.


Thanks,

Anna

Head of Community
C
Rank

Any news on this topic?


I just signed up our company and this is really the first thing that strikes me.

G
Rank

Hey Guys,


We had a similar issue, it was caused by our forwarding rules set up on our email server.


How are you directing mail to Freshdesk?


Cheers,

Grant


J
Rank
Any news on this topic? We are using google apps an forwarding all our mails from there to Freshdesk. When a user sends a mail to a alias of our support mail (service@company.com or support@company.de instead of support@company.com) Freshdesk includes this mailadress as cc in the reply. At the moment we have to the delete this mailadress on each reply. Is there a way to avoid this?

A
Rank

I too am getting this exact issue. Is it a forwarding or FD issue?

V
Rank

Hi Guys


Yes, if the Email Forwarding is incorrect, this will happen.


To give you the Apt answer, if you've setup a Forwarding in your Support mailbox, which doesn't exists in Admin > Email setup in Freshdesk, then that extra mail will keep coming up in CC section. So please correct the forwarding rule


regards
Vijay

O
Rank

Hi,


I am forwarding emails from support@mydomain.com to support@mydomain.freshdesk.com. When I reply to a ticket, support@mydomain.com appears in the CC section. I didn't understand the solution given above to fix this - how do I correct the forwarding rule?


Thanks,
Oliver


T
Rank
Hi Oliver.

1) Navigate to Admin > Support Channels > Email > New Support Email

2) Enter your support email ( in this case fresh@mydomain.com ). Note: DO NOT USE your production support address support@mydomain.com for testing as Freshdesk sends by default a number of automated emails back to the sender, including the one when a ticket is created. Use a disposable, but already existing, email address like fresh@mydomain.com for testing:
  • Your support email: fresh@mydomain.com

3) Notice the automatically generated value for the forward-to address ( in this case mydomaincomfresh@myaccount.freshdesk.com ). You can't change that email but do not worry because nobody will see it.
  • Forward your emails to: mydomaincomfresh@myaccount.freshdesk.com

4) [ Save ]

5) [ Send activation ]

6) In you mail client locate the activation email sent to fresh@mydomain.com by Freshdesk and follow the web link it provides to verify that you do have access to this email address.

7) Arrange for emails received at fresh@mydomain.com to be forwarded to mydomaincomfresh@myaccount.freshdesk.com

8) Test by sending an email to fresh@mydomain.com and looking what you get at the Freshdesk side. Preferably, send this email from a third-party address ( maybe a Gmail or Yahoo address ).

9) Setup an SPF record for emails that list your @mydomain.com domain in the sender address as per https://support.freshdesk.com/support/solutions/articles/43170-creating-an-spf-record-to-ensure-proper-email-delivery This tells the world that you have givven permission to Freshdesk to send emails on your behalf ( ie with fresh@mydomain.com as the sender ). You will need to ask the party that administers your DNS to add this record and this is a change that make take some time to take effect.

10) Continue testing by replying to the above ticket, from within your Freshdesk, using fresh@mydomain.com as the 'From:' address. See if you receive that reply on the other side and if fresh@mydomain.com appears as the 'From:' address ( probably with some indication like 'via freshdesk.com' )

11) Finish testing by replying to you Freshdesk reply and watching what you get in Freshdesk.


A
Rank

 Can someone please help - the pop is missing the button to create the card... i.e. the Green button: Send to Inbox on My Tasks


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aravind.sundararajan
Rank
Userlevel 4
Badge +12

@Adam: Can you please elaborate on the issue? Perhaps adding a screenshot will help us understand the issue better.


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.
S
Rank

Hi, getting back to the original topic here - Freshdesk putting the support email address in the cc field when replying to a requester - is still a feature (bug?), and very annoying. What is the thinking behind doing this? It seems like going out of Freshdesk's way to add an unwanted problem. It is now 5 years on from the original post. Is there anything that can be done?


PS: requiring users to configure a proper support email like support@yourcompany.com is not possible for Sprout customers.


A
Rank

I have the same problem. Please help.


A
Rank
Userlevel 2

@satoshi @arun I believe adding a support email and verifying your support email as mentioned in this article, would do the trick. The support email is added in the cc if you don't have a verified email address inside Freshdesk(Admin > Email) and if you have set up a forwarding rule to route tickets to Freshdesk in your support mailbox. 

You can configure your Freshdesk account to use a support email in your own domain, like support@mycompany.com, even for accounts in the Sprout plan. 

Best!

Aldrin,
Freshworks Community Team

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