Hi there,
We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.
However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.
This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.
Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.
Can anyone comment or share their experience?
Thanks
Best answer by Saira Tehreem
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