Skip to main content
Visit Freshworks.com Visit Freshworks

We are just started with Freshdesk and everything looks OK. But one thing I can't setup the way I would like to. When I add the ticket number to the subject in an automated email response, there is no conversation in Gmail. When it is setup like picture below conversations work in Gmail:

When I set it up like picture below conversation in Gmail does not work.

I really would like to have the ticket number in the subject, but also want the conversations to work in Gmail. Can anyone explain how to set this up? Thanks!

Hi.

You can modify all your templates / notification to match the same. I guess you’re facing the issue because of the initial response (ticket has been created) that by default has no ticket number and a completely different subject.

Try to match all of them.

 

Regards,

Hi,

I don't understand you. I am testing with the 'Ticket has been created’ notification. I think the problem is that a customer sends “I haver a problem” as subject. And the ticketsystem adds the ticket number so it becomes "I have a problem #41” and then Gmail doesn't add the response email to a conversation. It also can be the fault of Gmail, but I would like to know if there are more people with this problem and how to fix this.

Ramon

Hi.

Actually it is not that then.

Gmail threading is based on an internal MailID.

The issue is that FS, when sending that ticket has been created, that is a new mail; it is not a reply to the original one; hence, it does not contain the original MailID. That’s why Gmail is unable to thread it.

Hope this clarifies.

 

Regards,

Reply


Terms of Use