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Thread Freshdesk Responses Regardless of Source

Related products:Freshdesk
  • December 16, 2021
  • 2 replies
  • 79 views
vtrofimov
Apprentice
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When a user creates a ticket in the Freshdesk portal, they can decide to continue replying to the ticket in the portal or to reply to the email notification of an Agent response. Currently, based on Freshdesk Support feedback, if the user replies to the email notification - this will generate a new ticket (regardless if the email subject has the correct ticket ID match).

 

This seems like a no-brainer feature to implement - as long as the email has the ticket ID in the subject, thread it into that ticket! It should not matter if the ticket was created in the Portal first.

2 replies

R
Apprentice
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  • Richard_PF
  • Apprentice
  • December 16, 2021

I am not understanding the ask for this ticket as all of our source objects already do threading and don’t create new tickets as you are referring to. When someone responds even to an automated notification it attaches to the currently existing ticket. It doesn’t create a new ticket every time a member replies.

I believe the issue would be based on how you have your email settings configured.

If you do not fit the criteria mentioned in the article then you wouldn’t be able to have email threading https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-

 

J
Apprentice
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  • john.cherian
  • Apprentice
  • December 29, 2021

Please do have a Check at ticket creation time to see the subject first and then unique message Id. 

 

We can not keep on educating all our customers…..

 

A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed.

 

Please do have a Check at ticket creation time to see the subject first and then unique message Id. 

HUMBLE REQUEST as we lost many customers already!

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