Right now, when I create a new e-mail and forward it to group1
When I forward an e-mail to group1
I would like to see settings that allow us to define if we want one or the other behaviour.
The reason we do that is that when the e-mail gets forwarded to two groups, we want both groups to resolve their issues separately and not jointly work on it.
Hello Thomas,
Apologies for the delay in response.
If you are using support email addresses of the format group1@companyname.freshdesk.com and group2@companyname.freshdesk.com the tickets will append as it is a single email that is sent to the wildcard address : companyname.freshdesk.com and it has common references.
Instead, if you have two separate email addresses with actual mailboxes configured in admin-->Email that have forwarding rule configured, two separate tickets will be created as the email was sent to two different mailboxes with each of them having a corresponding forwarding rule.
That being said, appending of replies, tickets, etc depend on factors like Message ID,Ticket ID, references, etc and have to be analyzed using email headers to determine the reasons for appending.
You can also refer to this article on how replies get threaded to the same ticket. https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-
Please drop an email to support@freshdesk.com if you face issues with specific tickets and would like to understand the reason for appending or not appending.
Cheers!
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