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Hello everyone,

I'm facing an issue with a ticket setup where an email is sent to a non-Freshservice team requesting them to perform certain tasks in another program and then reply to the email. The workflow should continue once they reply, but the problem is that the requester is never going to be the group performing the tasks. As a result, when they reply, a new ticket is created, which bypasses the workflow.

When ever I’ve tested this with me being the requester and the person the email request goes to it follows the flow correctly. 

I'm looking for suggestions on how to handle this situation. Is there a way to ensure that the reply from the team triggers the next step in the workflow, rather than creating a new ticket? Or should I be approaching this workflow differently?

Any advice or insights would be greatly appreciated.

@jhyoung09 did you find a solution for this?

I assume the reply is not threading into the email chain. 

When appending incoming emails to an existing ticket, three criteria should be met:

  1. Ticket ID match: The email must include the correct Ticket ID in the subject, typically in the format #INC-1234].
  2. Subject line match: The subject of the incoming email must match the original ticket's subject line.
  3. Sender match: The email sender must be listed as a requester, agent, or CC user on the original ticket.

So you could CC the generic mailbox on the ticket, to allow it to thread, but they will be copied in on replies, until you remove them. 

OR Freshworks can remove criteria 3. If you ask them to add the companies domain to the exclusions list, so it will match on the subject line and Ticket ID. 

 

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