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Email tag to tickets

Related products:Freshservice
  • July 31, 2023
  • 7 replies
  • 58 views
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Contributor
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Hi community, Google and Microsoft both support email tags (use of plus sign in mail address).

It would be nice to be able to use the tag to associate an email to a ticket.

Example / use case

  1. A user submits a requests for an iPhone case > ticket SR-72 is created
  2. I place an order with Amazon and add the address servicedesk+72@mycompany.com for notifications
  3. The ticket is automatically updated with Amazon notifications
  4. When the user wants to know about the status for his requests, he’ll have the very last updates in the ticket without digging into emails.

 

Google - Using email tags

Microsoft - Plus adressing in Echange Online

7 replies

Daniel Söderlund
Top Contributor ⭐
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You mean mail threading based on the TAG in the e-mail adress? 

Normally you need to work with mail treading is based on the subject of the e-mail #INC-123 and that FW have added the domain to mail treading when it comes from another system. 

 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
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Contributor
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  • nicolasch
  • Author
  • Contributor
  • August 1, 2023

Yes, that’s what I meant. But when the mail is sent from external systems (like Amazon notifications), the mail address is the only thing I can choose. I can’t customize subject, body or anything else… so the tag would be the only way to identify the ticket.

Daniel Söderlund
Top Contributor ⭐
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Yes, that’s what I meant. But when the mail is sent from external systems (like Amazon notifications), the mail address is the only thing I can choose. I can’t customize subject, body or anything else… so the tag would be the only way to identify the ticket.

I think it could be done with a workflow. But it still would create a new ticket but it can be closed directly. 

Ticket raised → condition e-mail to contains + and amazon.com → expression → API  POST api/v2/tickets/{{e1.result}}/notes { “body”: “{{ticket.description}}” } → action status closed 

 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
Daniel Söderlund
Top Contributor ⭐
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Noticed that you need to do a web request to get the TO e-mail as I couldn’t find any placeholder for that. 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
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Contributor
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  • nicolasch
  • Author
  • Contributor
  • August 1, 2023

Yes, I’m very familiar with using web requests for things FS is not able to do “natively”.

I may need to consider deleting the temporary ticket instead of closing since it would make my reporting wrong.

Still, it’d be nice to have this built-in feature.

    Daniel Söderlund
    Top Contributor ⭐
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    substring('{{P1.root.ticket.to_emails.to_emails_string | remove: ']' | remove: '[' | remove: '"'}}', indexOf('{{P1.root.ticket.to_emails.to_emails_string | remove: ']' | remove: '[' | remove: '"'}}', 
    '+',0)+1, indexOf('{{P1.root.ticket.to_emails.to_emails_string | remove: ']' | remove: '[' | remove: '"'}}', '@',0))

    The expression I used. 

    Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
    Daniel Söderlund
    Top Contributor ⭐
    Forum|alt.badge.img+14

    Yes, I’m very familiar with using web requests for things FS is not able to do “natively”.

    I may need to consider deleting the temporary ticket instead of closing since it would make my reporting wrong.

    Still, it’d be nice to have this built-in feature.

    Built in would be better. 

    Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
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