Hi,
I have created an automation that sends an email to the requester.
The problem is that if he/she replies to that email a new ticket will be created, because the automation rule is not sending the email from the ticket itself.
This is how the automation looks like:
I think if I could select the “Send Reply” instead of “Send Emal to requester” would solve the problem, but it is not in the list.
Do you have a workaround for it maybe?
Thanks,
Dávid
+8Agreed that replies made to these emails should link back into the ticket. We use this function to generate tickets into other systems for specific account access requests. Unfortunately the replies and auto-replies sent to us then generate multiple tickets in Freshservice.
Additionally, we’ve also noted that when using “Send email” the actual message its not recorded in the Activity log. It would be great if the text showed or a link to the text was available so agents could easily verify (and if needed resend) the content a customer should already have received.
+8Additionally, we’ve also noted that when using “Send email” the actual message its not recorded in the Activity log. It would be great if the text showed or a link to the text was available so agents could easily verify (and if needed resend) the content a customer should already have received.
This problem is still there though.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
