Hello All, We are communicating with one partner using email. They have a non API-self build service tool. It would be great if we can use some information from their emails as input for our tickets in Freshservice. E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this. I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)
Please check Example 4 and see if it may help with your use case.
Sincerely,
It sounded so good but it does not do the trick. I can not use a syntax to fill in a field. It is usable for the exact same as the example: Add a note. But thanks anyways.
Hello All, We are communicating with one partner using email. They have a non API-self build service tool. It would be great if we can use some information from their emails as input for our tickets in Freshservice. E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this. I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)
@Daniel Söderlund : Thank you and yes I read that part too. But as far as I understand is this only for ‘outgoing’ email and not for receiving email. And you can only setup one reply then. The recognition phrase is also to be determined in Freshservice or …?
@Daniel Söderlund : Thank you and yes I read that part too. But as far as I understand is this only for ‘outgoing’ email and not for receiving email. And you can only setup one reply then. The recognition phrase is also to be determined in Freshservice or …?
It’s incoming, when your partner e-mail you they need to use @DelimeterWord and then the format showed in the example.
Although it sounds like it should work, sadly it does not. I tried sending a new email with several @delimeterword (s) but did not do the trick. Not sure what I do wrong but it works only for outgoing emails.
Although it sounds like it should work, sadly it does not. I tried sending a new email with several @delimeterword (s) but did not do the trick. Not sure what I do wrong but it works only for outgoing emails.
Met vriendelijke groet, | With kind regards, | Mit freundlichen Grüßen, Pan Oston
Eric Roeland Service Manager
Nothing filled in for Winkelnaam … or priority
Hmm, the first one don't look right
Can you posta screenshot of your fields?
These are the main custom fields. (In Dutch!) I do not need so many std fields.
What I’m after I don’t think you should have the :
Just "Winkelnaam (+ nummer)"
Could be that you need the field name that is used in API
What I’m after I don’t think you should have the :
Just "Winkelnaam (+ nummer)"
Could be that you need the field name that is used in API
Meaning I can only use the original field names? But on the right (explanation) it specifically states these fields. So it should work I suppose. But I will try with only API fields.
What I’m after I don’t think you should have the :
Just "Winkelnaam (+ nummer)"
Could be that you need the field name that is used in API
Meaning I can only use the original field names? But on the right (explanation) it specifically states these fields. So it should work I suppose. But I will try with only API fields.
You example was "Winkelnaam (+ nummer): "
You had a : inside the “”.
What I mean with API name is it should be called something like this winkelnaamnummer or winkelnaam_nummer
@Daniel Söderlund I am sorry for misunderstanding. :-)
I tried all sorts of emails but the only thing I get is a ticket that states:
And this is the email I send:
This WINKELNAAM actually excists so that is not the problem. I will try one with only std fieldnames.
