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Question

Reply to ticket via Email

  • 18 April 2024
  • 3 replies
  • 31 views
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I am having issues getting email functionality to work.

In Freshdesk:

  1. Customer submits a ticket via our support portal or email [works].
  2. Agents receive email about a new ticket being created [works].
  3. Agents sometimes want to reply to the ticket via email [does not work!]

After searching and searching it looks like it requires the [#{{ticketid}}] to be in the subject line on the reply. I have this configure (I have this at the end of every ticket related email now):

 

 

Ticket responses via email just aren’t showing up in the portal. What am I doing wrong? I have tried replying to tickets and reply all to tickets. Neither of which are working.

3 replies

eeha0120
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Hi.

 

Just double checking: are replies being created as new tickets or simply the don't showup anywhere in your instance?

 

Agent's Sending E-mail must match Agent's E-mail.

 

Agent's reply should go to your system email address.

 

You may need to check the rules in your mail solution.

 

 

If everything on the email side looks right on your end, you might need to submit a support case in order to get assistance with your instance.

 

Hope this helps.

 

 

Regards,

Elvis Henriquez
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@eeha0120 

 

Replies just aren’t showing up. I did follow your three rules listed.

 

Thank you,

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I have submitted a support request directly with Freshworks. We’ll see what they say.

 

Thank you.

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