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Hey guys, I want to automate the part where tickets get automatically deleted if it has an answer from our support. So we currently are still working trough gmail instead of freshdesk. Because we dont want all emails as seen, we forward all our emails from our info to a different email and use that for freshdesk. When we react trough our info mail and we then get a reply back from the client i want to delete the ticket automatically. First i thought we can do this by using a email contains … but it doesnt work since there multiple mails and i think it only scans the first email of the client. 

How can i make sure that the mails that get forwarded get deleted once our team replied to them and got a response again back from the client (Once we get response back it gets forwarded again).

First question, WHY?

The system is there to handle all this stuff for you. Why are you forwarding the tickets on to Fresh and then trying to delete them?

And what you’ve stated is a solution looking for a problem, not a requirement :D 

 

😅

 

I agree with ​@Roxwell on this let freshservice handle the email. Setting up a email alias would also make it to where you could have zero impact to your users, they wouldn’t even know you switched box's.  After you let FS start handling your email and ticket creation you could create automations to delete things but honestly it isn’t necessary.  I’ve never even seen our Freshservice email box and if I think that something is missing or not working I just put in a ticket to FS support and they can look at the mail server etc.

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