Hello,
I’ve been trying to engineer a way to allow forwarding from a ticket to the email address of another Workspace and can see multiple ways of potentially achieving this but nothing is nice and everything feels a bit too hacky.
In this example we have the current scenario:
Agent on IT Workspace wants to forward ticket to Business Workspace.
Email addresses are as follows:
IT Workspace email- it@email.com
Business Workspace email- business@email.com
Third email address set up as a Requester- third@email.com
My current method is as follows:
Agent on IT workspace wants to forward ticket to Business workspace, Agent forwards ticket to third@email.com.
PowerAutomate flow runs on third@email.com - catches this email and then takes the subject and body of the originating email and puts that into a Send an Email node to business@email.com
My issue here is that if I include anything from the original email (subject or body) it will ALWAYS update the original ticket instead of creating a new ticket in the Business Workspace.
What would be triggering this to happen, is it the ticket ID appearing in the email or something else?
Using Forwards to Create Tickets
Best answer by Razor
So I’ve managed to get this working as follows:
I have a ticket, I pick up the ticket, I need to send it from our IT Workspace (it@email.com) to the Business Workspace (business@email.com).
I forward to a third email address (freshservice@email.com):
Upon receiving this email, freshservice@email.com triggers a PowerAutomate flow which does the following:
First node checks the following parameters:
Then the Compose nodes do as follows:
First node:
first(split(triggerOutputs()?['body/subject'], '['))
This removes the ticket ID from the subject
Second node:
first(split(triggerOutputs()?['body/body'],'fd_tkt_identifier'))
This removes the ticket identifier from the HTML of the body
Final node then sends the email from the freshservice@email.com address to the business@email.com address as well as creating an attachment with the contents directly from the first node, just in case something goes wrong:
This now results in a ticket being created in the Business Workspace:
Only issue at the moment is the leftover bit of HTML from splitting the body at “fd_tkt_identifier” but that can be removed with more tweaking of the Compose nodes.
An update to this:
I’ve managed to get this forward to create a new ticket in the Business Workspace with the original subject by splitting the Ticket ID off the subject as below:
But still unable to include the body of the original email in the new email as doing so just updates the original ticket instead of creating one in the Business Workspace.
What body content contributes to tickets being updated?
+14as I understand If the mail retains the e-mail ID or other markers that FW use to check if the mail comes from known registered mailbox it will be dropped.
You need to send it back not using a unknown SMTP adress as sender.
Clone ticket app could be a solution as well.
So I’ve managed to get this working as follows:
I have a ticket, I pick up the ticket, I need to send it from our IT Workspace (it@email.com) to the Business Workspace (business@email.com).
I forward to a third email address (freshservice@email.com):
Upon receiving this email, freshservice@email.com triggers a PowerAutomate flow which does the following:
First node checks the following parameters:
Then the Compose nodes do as follows:
First node:
first(split(triggerOutputs()?['body/subject'], '['))
This removes the ticket ID from the subject
Second node:
first(split(triggerOutputs()?['body/body'],'fd_tkt_identifier'))
This removes the ticket identifier from the HTML of the body
Final node then sends the email from the freshservice@email.com address to the business@email.com address as well as creating an attachment with the contents directly from the first node, just in case something goes wrong:
This now results in a ticket being created in the Business Workspace:
Only issue at the moment is the leftover bit of HTML from splitting the body at “fd_tkt_identifier” but that can be removed with more tweaking of the Compose nodes.
I’m hoping to somehow be able to get custom field data to send along with the forwarded email, then once that is pulled back in on the new ticket those fields can be repopulated and hopefully if things get forwarded back or replied it existing tickets can be updated/merged as and when required but that seems like a pipe dream.
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