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Convert ticket reply to Forum post

  • July 24, 2021
  • 1 reply
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Raunak
Apprentice

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic.

 

However, we cannot find any user reply to the ticket as a comment on the forum topic.
Is there a way to convert the user’s ticket reply as the forum comment? 

Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

Best answer by Keer

Hello @Raunak, I hope you are doing well today. After you convert the ticket to a topic, the agent reply would be posted in the forum topic as well only when the following checkbox is ticked.  

Post to Forum Topic - Agent reply 

When you are converting a ticket to a topic, in the message section, you can choose ‘Last 5 conversations’ so that the context of the ticket is included in the topic as well.  

Ticket to Topic

I hope this helps.

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    Keer
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    • Keer
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    • Answer
    • July 27, 2021

    Hello @Raunak, I hope you are doing well today. After you convert the ticket to a topic, the agent reply would be posted in the forum topic as well only when the following checkbox is ticked.  

    Post to Forum Topic - Agent reply 

    When you are converting a ticket to a topic, in the message section, you can choose ‘Last 5 conversations’ so that the context of the ticket is included in the topic as well.  

    Ticket to Topic

    I hope this helps.

    Cheers, Keer, Freshworks Community Team

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