Replies posted by aduhon
This is a royal pain to our business. Our clients often have multiple domain email addresses but if you send an email to any the client gets it. There should be a way that each Freshdesk client gets to configure how this works. If a reply is generated from a ticket, whomever replies, it needs to be part of that ticket! The way it works today is costing our business hours of work to merge or manage multiple tickets!!!!!!!
This is becoming a real nuisance for our business too. Why can't any reply to a ticket be part of the original ticket? If the client replies, it means they received our reply. - over and done. And if it is a different issue, the agent can split it.Issues like these really take away from the Freshdesk experience , which is sad.
Not sure why this is deferred. I agree this is sorely needed. We are currently using the following as a workaround:I have asked agents to enter mmddyy as a tag so each day they can search first thing for any tickets with today's tag.
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