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Match tickets based on subject

Related products:Freshdesk
  • February 16, 2012
  • 4 replies
  • 60 views
C
Contributor
Many times our users will simply reply or follow up with the same subject name to our email accounts, even though they are not replying directly to our ticket. It would be nice if FreshDesk automatically detected that an email from the same company (or anyone involved in the ticket) with the same subject (stripping out any RE: fwd: prefixes) would be placed as comments to the same ticket.

4 replies

M
Community Debut
  • marco_13519
  • Community Debut
  • September 23, 2015
This request was done back in 2012. has there been a follow-up on it maybe?

 

M
Community Debut
  • marco_13519
  • Community Debut
  • January 8, 2016
When some collegae replies using his emailclient (Outlook , Gmail or whatever) to mail that was sent to support@ and thus a Freshdesk ticket assigned and had support@ in cc , it creates a New ticket instead of threading it. Because no Freshdesk #id in subject ofcourse. So again this urgent feature request the ability to Disable #id in Subject for Threading tickets. This request was discussed with Freshdesk supportagent but I never was contacted back. Grts
aravind.sundararajan
Skilled Expert
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Hi,


The ticket threading logic has undergone multiple iterations and you'd now see that the emails from users of the same company get threaded to a specific ticket ( In case if it is a reply to an existing ticket ) 


Cheers!

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D
Community Debut
we are having an ongoing issue with email threading.

Please note the below is in ref to an existing sender or new sender, sending in an email using an existing ticket id, and not replying to an existing ticket.

customer sends in a ticket to support@, this logs the initial ticket (no problem there) then either a new person sends an email to support@ with the same ticket id #8726 for example, this opens and new ticket and doesn't update the existing ticket (that's still open)

it is driving me to the edge, has anyone worked out a fix or a workaround for this?

Regards
Daniel

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