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Topics started by CarportwerkD

2 Topics

C
Contributor
CarportwerkDContributor
asked in Portals, Emails & Other Channels

Customer answers and a new ticket is created

Hi there,we have a problem where I don't know why. We have a ticket where the customer replied with the same email and ticket number in the subject, but a new ticket was created anyway. Can someone tell me why? The option "Create a new ticket for every customer response" is deactivated in the settings.The problem here is that the ticket is already being processed and the agent has not received a notification for the answer.best regardsD.

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

Freshdesk Search does not show all tickets

Hi there,we have a problem with Freshdesk. Unfortunately, when we search for an email address, not all tickets are displayed. The open ticket does not appear in the search. No filters are set. When I open one of the closed tickets, the new ticket is displayed on the right in the timeline. Does anyone know why this is?Kind regardsD.

2
C
Contributor
2 years ago

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