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Emails sent from our platform with Freshdesk support email in "Reply-To" doesn't reach to Freshdesk

  • 23 February 2024
  • 1 reply
  • 68 views

Hi,

We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flow

We send an email to the client from Freshdesk similar to below
 

From: freshdesk-support@company.com
To: client@email.com
Cc: platform@subdomain.company.com

Subject: Some subject
Body: Email message



Then, our platform parses the email and stores the Message-ID headers and send the following email
 

From: platform@subdomain.company.com
To: client@email.com
Cc: freshdesk-support@company.com
Reply-To: freshdesk-support@company.com
In-Reply-To: Initial message ID
References: Initial message ID

Subject: Reminder for some subject
Body: Another email message

and this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.

What could be the reason of this issue and how we can solve it?

I’d appreciate if you could help
Cheers

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Best answer by Sujitha Dhanaseelan 23 May 2024, 17:12

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Greetings @ruderalis.st.

Thank you for clarifying the scenario. In Freshdesk, If the From and To email of the email is the same, Freshdesk will not convert such emails as tickets to avoid looping of emails within the helpdesk. The same applies if the 'Reply-to' and 'To' addresses are the same. This is considered as the product behavior as mentioned in the article below. We can discuss the matter further via DM and examine the headers and logs to determine the cause, if this is not the case.

https://support.freshdesk.com/en/support/solutions/articles/235777

 

Thank you,

Sujitha.

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