Visit Freshworks.com Visit Freshworks

Replies posted by Lex.Conex

2 Replies

Lex.Conex
Apprentice
Lex.ConexApprentice
asked in Automations and Workflows

Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

Dear Mrs. Rozario, Thank you for the follow-up, I hope you’re doing fine!I’m having difficulties in finding out what you asked, in regards to the headers, because I’m not sure what to look for. Would you be able to help me in this regard? I made a test from my PC, sending out both messages, under different e-mail addresses. I’ve attached a small archive with both headers. The mxtoolbox provides quite a lot of information, but I’m not sure what to look for and correct. Looking forward to your reply. Thank you! Best regards,Alex Nitu.

5
Juliana Rozario
Community Manager
1 year ago
Lex.Conex
Apprentice
Lex.ConexApprentice
asked in Automations and Workflows

Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

Dear Bernice,Thank you for your reply. I took some time to research the information as I was not familiar with those threads, but I don’t think this case applies to my scenario and I would like to find out what conditions can I add so that it may apply. For my example, I have two e-mail addresses, so let’s call them like this:email1 → example1@example.com email2 → example2@genericserver.com My original ticket is from email1 and the new message comes from email2, and it keeps the original ticket number in body and/or subject. What would I need to add, as a condition, to make the message from email2 get attached as a note to the original ticket, generated by email1. Also, I would need to assign that type of note to a specific agent. What do you think about this situation? Thank you and looking forward to your reply! Best regards,Alex Nitu.

5
Juliana Rozario
Community Manager
1 year ago

Badge winners

Show all badges
Terms of UseCookie settings