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Hi there,

We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.

However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.

This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.

Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.

Can anyone comment or share their experience?

Thanks

Hello @fresh_atd,

Thank you for letting us know your thoughts! 

When the ticket reply is forwarded, and the 3rd party replies to the same email thread, it would get added as a Private note. But when the 3rd party chooses not to reply to the same email thread, I am afraid, Freshdesk does not append them as private notes.

But considering that both these emails have been mapped under the same contact, We shall have this cascaded to the product team as feedback and keep you posted on this front!

 

Cheers!

To be clear, the 3rd party IS replying to the same email thread. They just send the reply FROM a different email address.

Both 3rd party addresses are linked under the same contact in Freshdesk.

Hi @Saira Tehreem - has there been any update on getting this issue resolved. We are still having new tickets created regularly when the response should be part of an existing ticket.

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