Replies to Requester Notification Emails Go Nowhere

  • 9 June 2020
  • 2 replies
  • 23 views

We are using the Requester Notification feature to send a "We received your ticket" automated reply when a ticket is created. It sends an email to the client.

If a client replies to that notification email, it does not create a ticket in Freshdesk or notify us the client replied - we've lost client replies because the client chose to reply to the Notification email that's in their inbox.

How can this be fixed or worked around?


Aldrin 19 days ago

@andre_20791 Thanks for bringing out the cause of the issue to light.

So the replies from the customers(contacts) to the various notification sent from Freshdesk will create a new support ticket inside your Helpdesk. This is because the notifications are sent from the primary support email you had configured in your account, and a reply to them will create a new ticket.

So as a best practice, we suggest you include the ‘ticket id’ placeholder in the subject line of any Requester Notification(Under Admin > Email Notification), so when the customer or agent replies to these notifications, Freshdesk will check if the ticket ID matches and will thread the response accordingly.

Cheers!

Aldrin,
Freshdesk Community Team

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2 replies

Nevermind! Sorry delete this... I had setup some filters in Gmail that was affecting this I believe..



@andre_20791 Thanks for bringing out the cause of the issue to light.

So the replies from the customers(contacts) to the various notification sent from Freshdesk will create a new support ticket inside your Helpdesk. This is because the notifications are sent from the primary support email you had configured in your account, and a reply to them will create a new ticket.

So as a best practice, we suggest you include the ‘ticket id’ placeholder in the subject line of any Requester Notification(Under Admin > Email Notification), so when the customer or agent replies to these notifications, Freshdesk will check if the ticket ID matches and will thread the response accordingly.

Cheers!

Aldrin,
Freshdesk Community Team

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