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Topics started by jleonardi

1 Topic

J
Apprentice
jleonardiApprentice
posted in Archives - Freshdesk

Agent email messing with delimiter functionality

 My account has 3 agents associated with it. When a user submits a feedback ticket, it creates it in Freshdesk and sends the same information to the agent's emails with the delimiter for us to send back to Freshdesk. Since the agent is submitting the email back to freshdesk, it reads the information inside the delimiter and populates the ticket fields with the information.This worked perfectly fine as it always has until last Wednesday. All of a sudden, anytime the agent replies to the email, the delimiter vanishes in the ticket notes in freshdesk as if it reads the data like normal. Problem is, the values don't populate the ticket fields. Nothing happens, nothing changes, thus the ticket doesn't update and all the fields in the ticket remain blank.After a lot of testing, I figured out that the problem is the signature & footer of our emails. When we click 'Reply' to the ticket in our Microsoft Outlook email accounts, our personal default signature and company footer automatically

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aravind.sundararajan
Skilled Expert
6 years ago

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