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Forward an email to an existing ticket

Related products:Freshdesk
  • January 27, 2016
  • 3 replies
  • 129 views
C
Apprentice

Hi Folks, Occasionally we need a customer to forward an email to an existing open ticket on our help desk. Can someone explain how to do this. I have read that the customer can include  [#ticketnumber] in the subject line of the email they are forwarding and this should then ensure that the forwarded email gets attached to the open ticket with the same number.


Currently our customers are simply forwarding email to our helpdek email address which then generates a new ticket regardless if there is an open ticket already created for this particular issue. We then have to start merging all the new ticket numbers generated. There is one for each forwarded email. This becomes a mess very quickly.


Any help is greatly appreciated

3 replies

A
Community Debut
  • asim.pervez
  • Community Debut
  • March 8, 2016

This would help a great deal.  Is this being worked on?

C
Apprentice
  • carl.allen
  • Author
  • Apprentice
  • March 8, 2016
Hi Asim We have discovered that if a customer includes [#ticketnumber] in the subject line of there subsequent emails then they will attach to the original ticket. Better still if customers create their own login they can view all their tickets and add additional info directly to any ticket. There is a link at the bottom of the helpdesk response email which invites each customer to create their own account. I hope this helps Kind regards Carl
R
Community Debut
  • rcosby
  • Community Debut
  • July 15, 2016

I didn't include the pound sign / hashtag / #, whatever you want to call it, in the subject line and just used the ticket number itself and it worked like a charm... except it collapsed the text but it did work. 

Thanks for this article, it helped me a ton.

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