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End user loses ticket email history

Related products:Freshdesk
  • Dec 23, 2015 7:24 PM UTC
  • 2 replies
  • 25 views
Apprentice

So we have had an option with previous help desk software where an end user cleans out their inbox/outbox and no longer has any history of the ticket traffic but they want to add to an existing ticket that they submitted to us. With other software, they could just type ##their ticket number## in the subject line of a new email and that would post the body of the email into that ticket number. Is this type of thing possible in FreshDesk?

2 replies

Community Debut
  • dlove
  • Community Debut
  • Dec 29, 2015 6:54 PM UTC

https://support.freshdesk.com/support/solutions/articles/191769-showing-and-hiding-ticket-id-from-email-subject-line

aravind.sundararajan
Skilled Expert
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Thanks @Liubov for the link.


@Tim The customer can just specify the ticket id in the subject line to add a response to an existing ticket. The ticket Id can be added in the format as shown below:


[#ticketid]


Cheers!

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