Hi,
We have an issue where we forward somethng to our workshop the supervisor want to be on CC at all times in case a technician is unavailable, but when they respond it creates a new ticket instead of being added into the already excisting ticket.
Can I set up an automation to change this?
Hi.
Would you mind define who are “they”?
If people are in the CC, replies sent by them must thread.
Do you have properly setup your notifications, including Reply template? You need to ensure that h#nnnnn] is included always in the subject line. Please note the square brackets as well as the hash.
Regards,
I think I have fixed it by adding a Prefix and ticket ID in the subject.
Hi
Greetings From Freshworks Community
Just to brief, we thread tickets based on these parameters,
1. The first check is the ticket ID. If the incoming email contains the ticket ID in the subject line, the reply will be threaded. If the ticket ID is not there, the threading check goes to the second parameter.
Please navigate to admin>>email notifications>>agent reply template and you could add the ticket ID placeholder in this format f#{{ticket.id}}]
2. If the message ID of the original email is present in the references, the reply will be threaded to the existing ticket. If it fails, the threading check goes to the third parameter. We store reference keys only for 7 days from the last customer response.
3. If the ticket identifier is present in the span, the reply will be appended to the existing ticket. If not, a new ticket will be created. span ID
This is in case of email notifications where if customers reply to notifications, we thread based on the span ID.
Only if any one of above check is done, we then do the requester checks. The requester email should be one of the following for it to be threaded to a ticket:
So unless an email satisfies one of the email markers check and one of the sender email checks, it will be created as a new ticket in your helpdesk.
Could you please check if the above points are satisfied in your case and still it creates a new ticket? If yes, could you share the email headers of the original email and one that got created as a new ticket to support@freshdesk.com and we would have this checked further for you?
The below link should help in getting the same:
https://mxtoolbox.com/public/content/emailheaders/
Article for reference :- https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-
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