Answered

If Requester sends another email the ticket is sent to the back

Hi,


If i send an email to someone that is using Freshdesk and am getting tired of not getting a response (because the business is just busy and working through other email), and i send another email to check the status of the email i originally sent (with the same subject, ie. reply the conversation) the ticket is again sent to the back of the que.


Is this intended or is this something that could be changed?


Best Answer

Hi,


The expected behaviour is that if there is a new email that comes in to the system with the reference to an existing ticket, Freshdesk would automatically append the email to the ticket . This is done to provide contextual information to the agents and also allows them to maintain the conversations in a single page .


In case if you'd like to send a separate request, you can send a new email instead of a reply to an existing email .


Cheers!


Answer

Hi,


The expected behaviour is that if there is a new email that comes in to the system with the reference to an existing ticket, Freshdesk would automatically append the email to the ticket . This is done to provide contextual information to the agents and also allows them to maintain the conversations in a single page .


In case if you'd like to send a separate request, you can send a new email instead of a reply to an existing email .


Cheers!

Thank you for the quick response!


It is good that the email is added to the same ticket, but the issue is that the ticket will then be moved to the back of the line and if the client sends an email every day to ask about the issue, he could be doing that indefinitely since the email will never get a response from us.

Hi,


You could probably setup automations to send out automated notifications to the customer. Also, you can modify the priority or make changes to the ticket using Supervisor ( hour based condition can be used to effect here ) so that the ticket gets noticed by the agent .


Cheers!

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