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Hi all 

If I am sending a new Mail via the “new email” button it creates a ticket. However if the customer replies to this newly sent email it creates a new ticket and doesnt show the reply in the original ticket where I created the message. I would expect the reply to be created as a thread with in the original mail ticket. 

What can I do to create the new reply in the old thread?

Thanks and best regards

Ben

 

It’s to and from the same adress and it’s personal adress?  ( Not another support system )

Hi.

Besides checking what was suggested by Daniel, you may want also to revise the mail templates in your system, in order to ensure the Ticket ID is properly added to subject.

Please, check the following thread:

Ticket ID on reply to notes | Freshworks Community

 

 

Regards,

Elvis

Thank you!

Yes the ticket-id was created and has been seen on my test client mail account: 

But the reply didnt go into the inital message :/ 

 

 

UPDATE - I think I know the issue: I send it to test-account-for-lc+test1@gmail.com and replied from test-account-for-lc@gmail.com 

Thank you all!

Thank you!

Yes the ticket-id was created and has been seen on my test client mail account: 

But the reply didnt go into the inital message :/ 

 

 

UPDATE - I think I know the issue: I send it to test-account-for-lc+test1@gmail.com and replied from test-account-for-lc@gmail.com 

Thank you all!

In that case, then it was Daniel’s response.

Thanks for confirming. You may wish to mark the correct response for the inquiry then.

 

Regards,

Elvis

 Thank you!

Yes the ticket-id was created and has been seen on my test client mail account: 

But the reply didnt go into the inital message :/ 

 

 

UPDATE - I think I know the issue: I send it to test-account-for-lc+test1@gmail.com and replied from test-account-for-lc@gmail.com 

Thank you all!

Please, ensure to include the ticket id in the proper form:

It must be: u#nnnnnnn] (square brackets, has, and the ticket number, which may be a simple number or INC-nnnnn).

 

 

Regards,

Elvis

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