I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas.
Lets assume you have 1 mailbox where internal users email issues to. You are using Exchange 365, and have a mail flow rule that has conditions and action:
- Recipient is the “ITIssues” mailbox
- Sender is Internal
- Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)
Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice.
This is great until….
- User A emails ITIssues and cc’s a client.
- Ticket is raised
- Agent 1 replies which emails User A and the client by default
- Client replies and the email goes to the inbox.
Ok, so we can work around this with a second mail flow rule:
- Recipient is the “ITIssues” mailbox
- Sender is External
- Subject contains “Helpdesk Ticket: #INC-”
- Redirect to “FreshserviceAddress”
Ok so now we are getting external replies to tickets, but new issues are going to the inbox. All is good.
Unless,
- User A emails ITIssues and cc’s a client.
- Ticket is raised
- Client replies to the original email and the email goes to the inbox.
Any suggestions how we can get these to auto redirect to Freshservice?
Additonally,
- User A emails ITIssues and cc’s Person A at the client.
- Ticket is raised
- Agent 1 replies which emails User A and Person A at the client by default
- Person A at the client forwards the agents email to Person B at the client
- Person B at the Client replies.
In this scenario our second mail rule kicks in and send the email to Freshservice. Unfortunately Freshservice logic then kicks in and because Person B was not on the original email and was not sent the email from the agent, the system logs a new ticket, and created Person B as a requester, which is exactly we were trying to avoid in the first place!
Any suggestions on avoiding this?