When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?
Solved
Ticket ID on reply to notes
Best answer by eeha0120
Hi
You may need to update your Email Notifications in the Admin Section:
There are Agent Notifications, Requester Notifications, Reply-to templates, etc.
You may customize them to your needs, including the Placeholders you require; for instance, [#{{ticket.id}}], which may be included in the Subject (recommended) as well as in the Message body:
Those are the main three you may need to update, but you might wish to revise all available options and update them as per your need.
Hope this helps.
Regards,
+7- Community Manager
- 123 replies
Hi
Greetings from Freshworks community. Could you please clarify if you’re notifying an agent or collaborator? The notification emails sent would include the ticket ID however if you do not reply to that thread rather add a private note, it would not contain any ticket ID.
To better understand the issue, could you share a screenshot of the email or provide your details via direct message? This will help me investigate further and get back to you with a solution.
Hi Yusuf
Thank you for responding.
If we add a private note to a ticket and notify an agent, the Ticket ID is included in the email that’s sent:
If the agent goes into the ticket and replies to that note, there isn’t a ticket ID for the receiving agent to refer to
The email just states the note content
It’s similar with forwarding the note, as in there’s no ticket ID included in the email
+7- Community Manager
- 123 replies
Hi
Let me create a support ticket on your behalf and loop in our Freshservice team to assist you further with this.
+12+12Hi
You may need to update your Email Notifications in the Admin Section:
There are Agent Notifications, Requester Notifications, Reply-to templates, etc.
You may customize them to your needs, including the Placeholders you require; for instance, [#{{ticket.id}}], which may be included in the Subject (recommended) as well as in the Message body:
Those are the main three you may need to update, but you might wish to revise all available options and update them as per your need.
Hope this helps.
Regards,
+12HelenH wrote:
Thank you
Hi.
Glad I could help. Would you mind marking the answer as Helpful? And if it addressed your inquiry, marked as Solved with the given response?
Regards,
Reply
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