Updating existing ticket by sending email

  • 15 July 2019
  • 5 replies

I am trying to update an existing ticket by sending an email I received from someone else related to the ticket.  I have placed (#INC-3) in the subject line of the email.  However, I keep getting a new ticket instead of adding to the existing ticket.

Can someone explain what I am doing wrong?


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5 replies

Hi Doug, we get this problem all the time as well, especially from 3rd parties who use their own email templates, and we end up with loads of duplicate tickets.

This thread has some info about how FS checks emails: https://support.freshservice.com/support/discussions/topics/308918

but the ticket ID actually needs square brackets - so [#INC-3] - in the subject, but because the message ID doesn't match we don't get great results from it, even with the proper ticket ID in the subject.

Oh, this one explains it better: https://support.freshservice.com/support/discussions/topics/325194

If you're an agent then you should be able to match A1 and B2 and the correct ticket gets updated.

Userlevel 4
Badge +5

Thanks Jonathan for sharing the corresponding details to Doug.

Doug, please do try out the solution suggested in the previous topics shared by Jonathan and let us know if you need further assistance on the same.



Very sorry, the solution did address my question, thanks please close ticket.

Userlevel 4
Badge +5

Thanks for the update Doug, please do reach out to our support team for any assistance.