Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
+6Hi Mohamed,
Ideally when a requester responds to the ‘New comment added’ email notification, the response should get appended to the existing ticket and be visible in the agent as well as the requester portal. We’ll create a support ticket for you so that we can investigate this further in your instance and will reach out to you with an update via email.
Best regards,
Team Freshservice
Reply
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login with LinkedInor use your username
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.