Issue: Tickets where customers reply via email are not being converted/added to the existing ticket thread and do no show up anywhere else. We are able to see the initial customer reply but subsequent conversations do not appear.
Suspicion: Something is likely wrong with our email routing but this issue only really started becoming worse recently.
I think you have not properly configured email server properly in just my opinion. But Let’s wait for some expert replies...
I had the same problem and had to switch to another software, choosed Firmao. Now I don’t have problems like that.
+6Hi
Welcome to the Freshworks Community!
I understand you are facing issues with emails not threading into existing tickets, Could you please check on the following points stated in the documentation as a primary check-
If this is not the case, we would require the stated email headers for the emails not making it to freshdesk, to check on this further, can you please DM me the headers, here is a link that will help you extract these details - https://mxtoolbox.com/Public/Content/EmailHeaders/
I hope this helps, let me know if you are looking for additional help on this.
Cheers!
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