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User replying to forum notification causes ticket to be created

Related products:Freshdesk
  • April 6, 2016
  • 2 replies
  • 40 views
J
Apprentice

Hello,


I am having an annoying issue where a user created a new forum topic, I reply, and they reply to the email notification from their inbox. This causes a ticket to be created.


Ideally this should create a forum reply with the contents of their email message, or the email From address of the notification should not be the same as my default support email address.


Kind regards,

Jason

2 replies

A
Apprentice
  • alexruff42
  • Apprentice
  • April 17, 2016
I have been having the exact same problem ever since I started my Freshdesk forum. When I reply to a forum topic the person who started the topic receives an email and often responds to the email instead of responding to the forum. A simple note in the email above the blue reply button which says something like "If you reply to this email your reply will not post and be seen in the forum. To reply to this forum topic please click on the blue “Reply” button below." would solve this problem.

I beg Freshdesk to please add a note to the forum response emails like this, or to allow us to add a custom message to the forum response emails so we can inform our forum members to not reply to the email, and to click on the blue "Reply" button instead?

K
Community Debut
  • kevin_14504
  • Community Debut
  • May 11, 2018

I was curious if there was any update to this feature request. This continues to be an annoyance when users reply to the notification emails.

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