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Stop creating duplicate tickets when a new cc:d person responds to a thread

Related products:Freshdesk
  • October 3, 2016
  • 4 replies
  • 109 views
B
Apprentice

I know this is a known issue, but it is so frustrating that duplicate tickets are created whenever someone is added as a new cc: in the middle of a thread and responds to the ticket. The new ticket contains the original ticket subject line. Why can't this new reply end up in the same thread?


This is causing serious confusion from clients who cc: an email distribution list when someone on that list replies. We spend a lot of time manually merging these tickets when the original ticket information is clearly part of the subject. This also makes it difficult to see at a glance which was the last message in the conversation.


Is there any hope that this will be resolved in the near future? For my team, it is the single most frustrating aspect of using Freshdesk.

4 replies

G
Community Debut
  • garth.cloete
  • Community Debut
  • June 20, 2017

This is very frustrating for us as well. The culture of our customers is to add cc's in midway through a conversation when they're not getting satisfaction or their version of an expected resolution. 

Any ideas whether we can catch these instances with rules as opposed to manually merging?

aravind.sundararajan
Skilled Expert
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Hello,


Freshdesk looks for identifiers in the incoming email and also performs the requester check before appending an email as a response to a ticket. Considering the scenario discussed above, the emails coming from an individual email address will pass the email identifier check as the subject line of the email doesn't change. 


However, the individual will not be a part of the existing ticket thread (Only the group address/distribution list is considered here) and hence, the emails don't qualify as a reply to the ticket as the requester check fails. More details on the email threading concept here.


So, how do you make sure the emails from an individual address gets threaded even though the actual recipient in the ticket is a distribution list? It's simple. You've to create a Company in Freshdesk to list all these users. For starters, Freshdesk accepts replies to an existing thread if the email sender belongs to the same company as the ticket requester.


So, all you have to do is to create a Company and specify the company domain value so that new users are automatically identified.




Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Community Debut
  • ryan_19052
  • Community Debut
  • August 23, 2019

That seems convoluted and a waste of time at the least. To do this every time is not a good workflow. Any other email server would accept a reply or CC as "passing the test" and keep it in thread. Which makes sense.  


Can we suggest a feature request to automatically apply said rule above to responses, or maybe just work differently period. I have many tickets where I need to ask a input on by someone who has zero business in FreshDesk in my company (CEO, Marketing, etc). When they reply, it creates a whole new ticket and I have to backtrack to see what ticket the answer goes to. It's ridiculous. I'm open to other suggestions, besides "send everyone in your company an invite to FreshDesk." That's not going to happen. I love FD, don't get me wrong, but no one else needs to waste time bending to my workflow.

A
Community Debut

Hello Ryan,


Apologies for the delay in response.


We can definitely suggest you a solution/workaround based on your complete use-case. We request you to drop in a note to support@freshdesk.com with the complete details. One of our support champs will definitely assist you with a solution.


Cheers!



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