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Ifo you have an email exchange with someone 6 months ago and they then reply to it now it only shows up as a wee blue flag customer responded on a very old email way back in the chain,

  • How do you all keep track of those kinds of emails? IS there somewhere where you can see them coming in?
  • Could we have the option to show replies as new messages in the email chain?

 

Best Tom B.

 

Greetings @tommybanana. Thanks for contacting Freshworks community. 

I understand your request to differentiate between customer responded tickets that are old and new. In the ticket list view, there is an option to sort based on the customer response in either ascending or descending order. I have attached a screenshot for your reference.

 

 

Please feel free to drop an email to support@freshdesk.com if you don’t find this option in your account. 

If you would like to receive a notification for this, we would need to discuss the specific use-case and potentially establish a rule. Please send an email to support@freshdesk.com with sample tickets and the details of your use-case so that we can provide a tailored workaround.

 

Thank you.
Sujitha Dhanaseelan.
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service.

 

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