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Topics started by paul_10861

3 Topics

P
Apprentice
paul_10861Apprentice
posted in Archives - Freshdesk

Inappropriate new tickets from email replies

Two problems that may or may not be related.My client using FD forwards tickets to a 3rd party partner. Their support system inserts "[partner-support]" in the subject, and our FD is treating this as a new ticket submission rather than a reply to the existing ticket. This is the subject the 3rd party received from FD:Subject: Ticket Received - [#91] Re: [partner-support] [#90] Bug in blah block, la de la not reported in statusA reply from a customer on an existing ticket generated a new ticket. This is the Subject the customer received: Subject: Ticket Received - [#94] RE: [#87] FW: Question regarding blah blah specI do have what I think is the correct syntax in our notification templates, i.e., "[#{{ticket.id}}]". Some tickets are working correctly.Any suggestions? Is it entirely this syntax FD uses to decide on adding a note from the reply vs. generating a new new ticket?Thanks.

7
aravind.sundararajan
Skilled Expert
6 years ago
P
Apprentice
paul_10861Apprentice
posted in Archives - Freshdesk

How to better control which emails generate new tickets?

Is it possible to set things so that only emails from registered Customers generate tickets?Alternatively, it seems like the only solution for handling the non-issue-related emails that come to our Support address is to use your Spam and Block/Delete users features after a non-real ticket is generated. Is that right?Thanks for any tips or insights you can provide.

2
P
Apprentice
10 years ago
P
Apprentice
paul_10861Apprentice
posted in Archives - Freshdesk

View a ticket as the customer sees it?

Is there a way for an Agent to see how a ticket looks to the customer?(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)

2
S
Contributor
10 years ago

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