Current Situation
A customer (paul@customer.com) opens up a ticket (12345) with us, and his colleague(michael@customer.com), which has not been CC'd yet by the customer for whatever reason, writes into the ticket because he has additional information. This will log a new ticket (12346) with the old ticket in the subject ([#12345] Same subject...). This makes it somewhat difficult to keep track and my users are not liking to merge those tickets. As of now, Freshdesk follows three rules when it comes to who is allowed to respond to a ticket:
1. The ID in the subject
2. The invisible div tag
3. The GUID within the mail's extra header
Additionally, the users mail address either has to be either the one of the actual requester or a cc'd recipient.
How To Improve The Situation?
To reduce the amount of work that needs to be done, automatically allowing users with the same toplevel domain to write into a ticket.
What Would Be The Benefit Of This?
It would basically create less ticket duplicates and making the experience for our agents better, reducing the need of merging tickets.
Sorry for the cumbersome title, I wasn't sure how to properly word it.
Best,
Stephan
