Good morning,
The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.
How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?
Thank you,
- Tom
Best answer by eeha0120
View original
+11
Hi.
You may need to set up your reply templates with the appropriate format.
Please take a look to my previous responses/post where I explain this in detail, applying for both, FreshDesk as well as FreshService:
New Freshservice Implementation | Freshworks Community
Ticket threading in tickets between FreshService and FreshDesk | Freshworks Community
Hope this helps.
Regards,
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