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Inbound email - Ticket association

Related products:Freshdesk
  • January 10, 2020
  • 1 reply
  • 17 views
J
Apprentice
Is there a way currently, for a user to email the freshdesk ie: helpdesk@blahdeblah.com and if they put, in the Subject line or Body, a Ticket reference ie: #1244, freshdesk can move the inbound email into the existing ticket number?

Cheers!

1 reply

A
Community Debut

Hello Josef,


Freshdesk looks for the following three markers in every incoming email, for an email to be threaded to a ticket.

  1. Ticket ID (if enabled) 
  2. Message-ID 
  3. Unique Identifier

If the replies are coming in from a person new to the thread or an entirely new email, the system will look to append the reply based on the Ticket ID in the subject line, which would have to be of the format [#{{ticket.id}}](for ex., [#12345], where the ticket id is 12345).


Hope this helps! :)

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