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Question

Creating tickets when emailing a mailbox in Freshservice from another mailbox in Freshservice

  • 21 November 2023
  • 1 reply
  • 55 views
Dani
Rank
Badge +2

HI All,

We are having the Issue when an email is triggered outside of Freshservice to one of the connected mailboxes, where the FROM address is the same as one of the connected mailboxes the email will be picked up by Freshservice but a ticket WILL NOT be created. Is there a way for a ticket to be created when the email is received into Freshservice.

Thanks

Dani

1 reply

rajagopal.baladhandayutham
Rank
Userlevel 4
Badge +6

Hi @Dani 

This might be due to incorrect configuration of email forwarding, we have seen such similar cases in the past with few customers. Please log a ticket with the recent examples of emails which were not created as tickets and our team can help with checking the configuration.

Thanks

Rajagopal || Freshworks Community

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