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Hello, 

I was wondering if someone could help me figure out why whenever I forward an email to a distro in Freshservice, instead of adding onto the conversation, it creates a new ticket instead. Part of our workflows involve us forwarding emails to other departments that utilize shared mailboxes, distros etc. When forwarding to individuals or shared mailboxes, the response is captured in the original ticket without issue. However, when attempting to forward an email to a distribution list, it creates an entirely new separate ticket. Is there any way to fix this?

 

Regards, 

I’m guessing it’s got something to do with the way Distribution Lists work - where the Distribution List’s email address doesn’t in itself have a mailbox, and can’t be used as a “user mailbox” the same way that even a shared mailbox can be.

So when someone sends an email to the Distribution List to make a ticket, how is the email received in Freshservice? Does one of the members of the Distribution List have an auto-forward to the dedicated Freshservice email?

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