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Agent Reply automatically created new ticket.

Related products:Freshdesk
  • August 26, 2019
  • 1 reply
  • 18 views
K
Apprentice

 Hi,


As a agent while we are replying to the existing ticket from freshdesk portal it will create automatically new ticket with new ticket # attached the screenshot.



img20190826_43176.png

1 reply

N
Community Debut

Hello Kavit,


Apologies for not being active here.


Replies get appended to tickets when parameters such as Message ID, References or Ticket ID are present. When there's no reference to the original ticket,replies get created as new tickets. If a ticket gets forwarded to a third-party and if they loop in a new different email address, these replies will get created as new tickets as references are lost. Similarly if anyone who is not a part of the ticket ( requester, assigned agent, CC'd email addresses), the replies will create new tickets.


You can understand that threading behavior here : https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-


Please try using the placeholder [#{{ticket.id}}] to append replies based on Ticket ID.


If you feel like the issue persists despite these checks being fulfilled, please write to support@freshdesk.com with further details and one of our support heroes will help you get this sorted.


Cheers!

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