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Replies posted by mtroya

10 Replies
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi,This customer creates the tickets by sending a mail to a mail group where the agents are. When a mail is sent to this group, a ticket it's created on FreshDesk.If there is any doubt, please let me know. Thank you.Regards.

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi again,Please, this problem still happening and we'd like to solve this as soon as possible, this is giving us problems for work correctly.If it's necesary provide more info about please tell meThanks in advance.

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi,If I understand your mail properly your customers send a mail to a mail group, and this mail is then forwarded to FreshDesk to create a ticket. Is that correct. > This is correctWhy does the customer not send a mail directly to FreshDesk: support@<yourname>.freshdesk.com (or what is set up in Admin >> Email settings)? > The mail the customer sends is support@<group mail>.freshdesk.comThe thing is that I don't understand how this specific customer can reply to us like it was us (the support team).Sorry if my explication is poor and dificult and dificult to understand, if you need any info please tell me about.Regards

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi,Yes, that's what I see in the settings screen, just like the screenshot you've attached.Regards

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi,So where do you see who opened the ticket?I can see who opened a ticket on the Information Panel on the Recent Activities sectionAre the contact details the customer or your agent?I don't understand this questionIf you select "Show activities" who does it say created the ticket, your agent or the customer? The ticket it's opened by the customer but it appears like we opened itWhich fields do you change as they are wrong?The Contact field, we have to put the customer's mailRegards

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi Mark,The setting you tell about in Forwarded emails it's the same you show me on the attachment, this option it's On.Thanks for your help. Regards

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

Hi,I've just talked with the customer because maybe the problem cames by it's side but it's discarted. He told me that when an email it's sent to our support group he doesn't recieve a notification that confirms the creation of a ticket.Regards.

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

This happen with every ticket from a specific customer.

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
Problem when a customer open a ticket

I'm afraid that for privacy and security reasons I can't provide you the original email headers.  By the way, thank you for creating the support ticket, I've already received the notification from its creation.  I'll post any sugerence or posible solution that the FreshDesk's support gives me in this topic for the help of the comunity.  Thank you

17
M
Contributor
5 years ago
M
Contributor
mtroyaContributor
posted in Archives - Freshdesk
I can't create an agents' group

Hi,How can I go back to classic Freshdesk to try?Regards

3
D
Contributor
5 years ago

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