Hello @Mo.Wael, does the subject line of the email to the request include the Ticket ID? This will allow the replies to thread back into the ticket.

Hope that helps.

Hi @Mo.Wael .

As Zach mentioned, you need to include the ticket ID in the subject in a specific format.

Please do check the following posts where I explain this in detail:

Hope this helps.

Regards,

@zachary.king It showes the ticket title withought Ticket ID,

All i need is making this reply reflict inside ticket as a reply.

Done added it as a first step

Hi.

Glad we helped. Please help others by marking your inquiry as answered with the response that helped.

Regards,

Still didnt work I done above steps I added in my reply.

I made a testy ticket now,

2> Sent a reply inside ticket

3> it reflect to group mail (Gmail)

4>>reply to email (requester reply)
 

5» the reply wont reflect to ticket ????
I need this reply to reflect.

Hi.

In your screenshot, the ticket ID is not in the appropriate format.

The format is [#SR-NNNNN] or [#INC-NNNNN]. In your screenshot you’re missing the square brackets.

I invite you to read my previous posts regarding to this matter:

https://community.freshworks.com/freshservice%2D11247/new%2Dfreshservice%2Dimplementation%2D26019?postid=67660#post67660

https://community.freshworks.com/freshservice%2D11247/ticket%2Dthreading%2Din%2Dtickets%2Dbetween%2Dfreshservice%2Dand%2Dfreshdesk%2D26531?postid=68429#post68429

Regards,

I Changed it, but still same issue>»?

I expect this mail thing cause the issue< should i use mail server ? SMTP ?
other team are using it and it works seeing mail reply reflect in ticket.

This is when someone sends a reply

Hi.

Apologies, but I’m not sure what I should be looking at.

Your previous screenshots seems fine.

Are we talking about threaded replies on FreshService side or on your mail client side?

Did you also set your Reply template properly?

Regards,

We are talking about mail client side, if he reply to email it wont reflect in ticket,

2- I didnt get what you mean about setting my reply teplate ?

Hi.

It seems your mail client is Google Workspace.

It might already be already threaded; you may only need to click on the title tile and collapse the view, but not totally sure as the screenshot is incomplete.

FreshService have a mail template for mostly every possible email, including the Reply. This template has the base data that it is shown and available when one agent hits on Reply button.

You may access it on Admin - Account Settings - Email Notifications - Tickets - Reply Templates - SYSTEM] Agent Reply Template:

But my guess is that you may be more concerned with the New Ticket template, which subject does not match the Reply template subject, hence Google may not see it as the same thread.

Please be aware that this is something on Google side.

You can set the New Ticket template (and every ticket template) to have a common Mail subject, so, for mail clients that rely on Subject, every mail coming from your Instance should be threaded.

Hope this clarifies and helps.

P.S.: Every mail template are on the same aforementioned location.

Regards,

I added the change:

but issue still same, reply on mail doesnt reflect in ticket.

Hi.

Remember this is something on your mail client side.

But if still willing to try to modify FS to suite to your mail client settings, you need to modify all email templates. According to your screenshot, it seems your working with the Service Catalog, so, you also need to modify the subject for every Item catalog you may have that generates an Email.

Regards,