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Forwarding an email to be a comment on an existing ticket

  • 4 January 2019
  • 9 replies
  • 742 views
M
Rank

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.


pranav.balasubramanian 2 years ago

Hi Matt, 

Just to give you a clear image of the above mentioned, you can add the Ticket ID placeholder as shown below:

 


You can also make subsequent replies automatically append this ticket ID in your subject line when an agent is replying from the ticket. To do this, please head to Admin → Email Notifications → Agent Reply Template and modify the subject as shown below:


 


Thanks,

Pranav B

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9 replies

T
Rank
Userlevel 1

Hi Matt,


Any agent can forward that thread by adding the Ticket ID(INC# 1234)  to the subject  and the Ticket ID should refer to the ticket for which you like to have this thread appended, that should solve this requirement.


Else, you can make use of the Email commands feature which should also accomplish this behavior. Here is the article for Email commands for more detail. 

M
Rank

Thanks, putting [INC-#####] at the start of the subject of message did what I was looking for.  


ML


J
Rank

Can I please get a clear example of where exactly the ticket # has to be placed in the email.  I don't seem to to be able to forward an email to a ticket using the directions above.

Also, the exact syntax.  


Thank you.


S
Rank

Hi Jeffrey

Add [#SR-xxx] or [#INC-xxx]  - including the square brackets to the subject line of the forwarded email


P
Rank
Userlevel 1

Hi Matt, 

Just to give you a clear image of the above mentioned, you can add the Ticket ID placeholder as shown below:

 


You can also make subsequent replies automatically append this ticket ID in your subject line when an agent is replying from the ticket. To do this, please head to Admin → Email Notifications → Agent Reply Template and modify the subject as shown below:


 


Thanks,

Pranav B

L
Rank

Hello. Thanks for the suggestions. I tried to forward an email putting [SR-123] at the beginning of its subject line, but it's still created as brand new ticket and not added as note/reply on ticket SR-123. I confirm replies have [SR-123] as subject prefix.

Has this workaroud stopped working, by chance?


Thanks,

Luca


L
Rank

Nevermind, I found it out: even if my replies have [SR-123], I need to type [#SR-123]. It works, thanks!

If I type this, it's going to be created as private note:

@Simonsays “action”:“note” @Simonsays


P
Rank
Userlevel 1

Glad you figured it out Luca :) 

E
Rank

Hi Jay,

 

 

 

By default, any replies/forwards from an agent to an existing thread will always create public notes on the ticket. The only case where the agent responses might get tagged as private is when he/she replies to a private note notification.

 

 

 

In order to inject private notes, you might want to explore the option of using guideemail command.

 

 

 

Cheers!

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