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Replies posted by mike.francis

4 Replies

G
Apprentice
gavinApprentice
posted in Archives - Freshdesk

Forwarding emails no longer puts in correct user

I have encountered the same problem. An email forwarded from my work email account to Freshdesk in August worked perfectly and the requester was the person who had sent me the email in the first place. Now when I do the same thing I am shown as the requester (customer).I have checked that the setting in Admin -> Email is switched on.Any help would be appreciated.

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4 years ago
G
Apprentice
gavinApprentice
posted in Archives - Freshdesk

Forwarding emails no longer puts in correct user

Hi AravindThanks for the reply. I can see the forwarded part of the message, but it made me realise because I was forwarding an email from a colleague it didn't display their email address, only their name. I've just tested it with an email from an external party where the email address is visible and this works perfectly.Thanks for the prompt to make me look closer! :-)Mike

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4 years ago
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Contributor
support_12792Contributor
posted in Archives - Freshdesk

Note Added Observer Rule

Just discovered this thread and want to challenge the solution suggested. The scenario, which we also have, is where the note added is from a 3rd party - an internal colleague in another department for example - who is therefore neither the agent or the requester. The Observer rule which Aravind put forward would therefore not work because there is still no option for the rule to trigger on "note added by anyone".Has anyone found a solution to this problem?

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4 years ago
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Contributor
support_12792Contributor
posted in Archives - Freshdesk

Note Added Observer Rule

Hi Mark. Thanks for taking the time to respond to my message. The good news is that we think we've figured out why it wasn't working and I'm bad for not spotting this earlier. The group on which we saw the problem occur was not included in the rule setting - it was a new group which had recently been set up and the rule had not been updated to include it. Whoops!For clarity the exact scenario was a ticket was created by an email from an internal colleague (A) which had been sent to our helpdesk address and copied to an external customer (B).We forward our email response to the external customer (B) who then replies. This gets added as a private note because it is a reply to a forwarded email.We have an Observer rule in place which is:When an action performed by... Agent or Requesterinvolves any of these events... Note is added (any type)on tickets with these properties... status is not open; last interaction does not contain "This ticket is closed and merged into ticket" (so we don't r

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4 years ago

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