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Freshdesk Requestor Notifications Ticket created

Related products:Freshdesk
  • June 23, 2019
  • 1 reply
  • 6 views
H
Contributor
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When does Freshdesk consider a customers email reply a new ticket?

I dont see any pattern, sometimes Freshdesk creates a new ticket sometimes not.


1 reply

A
Community Debut

Hello Hirsch,


Freshdesk looks for the following three markers in every incoming email. For an email to be threaded to a ticket, it has to pass one of the following checks:


Ticket ID (if enabled) 

Message-ID 

Unique Identifier


You can have a look into this link for insights on the same.


Cheers!

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