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Amalgamating redundant tickets created by email

 If I have a system generated email sent to FreskDesk to create a ticket, is there any way to have FreskDesk add the new email content as a comment or attachment to an existing ticket if it has the same subject line as an existing ticket?


Thanks,

Brian


Best Answer

Hello,


We're sorry for leaving out this topic in the dark for a very long time. The ticket threading works on the logic that the email sender is already a part of the conversation or a part of the same company as the original ticket sender.


Since you've mentioned that it is an automated email that comes in from a different system, I'm assuming that the email address from which this comes in would remain the same for all the emails. In that case, you can do the following to get the email threaded to the existing ticket :


1. Add the email address as an agent in the helpdesk


2. Make sure that the subject line retains the ticket in the format - [#ticketId]


Cheers!


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Answer

Hello,


We're sorry for leaving out this topic in the dark for a very long time. The ticket threading works on the logic that the email sender is already a part of the conversation or a part of the same company as the original ticket sender.


Since you've mentioned that it is an automated email that comes in from a different system, I'm assuming that the email address from which this comes in would remain the same for all the emails. In that case, you can do the following to get the email threaded to the existing ticket :


1. Add the email address as an agent in the helpdesk


2. Make sure that the subject line retains the ticket in the format - [#ticketId]


Cheers!

Many thanks for getting back.

Glad that this caught your eye,Tim :)


Cheers!

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