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Replies posted by CarportwerkD

3 Replies

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Contributor
CarportwerkDContributor
asked in Portals, Emails & Other Channels

Customer answers and a new ticket is created

Hello, we have the problem again with another ticket. Why are these not merged if they come from the system in response to a ticket email?regardsD.

4
C
Contributor
2 years ago
C
Contributor
CarportwerkDContributor
asked in Portals, Emails & Other Channels

Customer answers and a new ticket is created

Hello @manasMutreja & @Keer yes the e-mail is a reply to a ticket from the same e-mail address. If I enter the email into the search, he also finds both tickets. But I don't understand why he didn't bring them together.  You can see this in the screenshot:#4761 is the original and #5398 is the answer to that. Best regardsD.

4
C
Contributor
2 years ago
C
Contributor
CarportwerkDContributor
asked in Ticketing & Agent Productivity

Freshdesk Search does not show all tickets

Hello @hemanth.ramya, Thank you for your answer.Yes, the filters are all activated. The problem is that when I look for the ticket with the email address it doesn't appear. If I enter the name of the contact person, the ticket is there. But the ticket comes from the same person with the same email. Why is this not shown in the search? Kind regardsD.

2
C
Contributor
2 years ago

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