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Replies to a tickets that create new tickets

R
Apprentice

Hi, an old topic for sure and i searched the forums for it but was not able to find anything that would solve the issue.


My issue is that I often want to create tickets to external 3rd parties from tickets created in our own system.


When the 3rd parties ticketing systems reply to our ticketing system, they have their own ID number. In addition the source mail address can vary, even for the same 3rd party. So new tickets get created for every communication with the 3rd party.


Is it really not possible to set more identifying properties for a ticket? Sometimes i can get tens of new tickets that are related to the same ticket and it would be solved by editing the ticket in advance (or after the first manual merge) and adding a second ticket ID (the Ticket ID i refer to is as per #1 from the support article below)


https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-


Auto-merge also seems to have been discussed, but not implemented?

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    6 replies

    aravind.sundararajan
    Skilled Expert
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    Hello Raine,


    If I understand this right, you'd often forward tickets to 3rd parties from within the Freshdesk interface. The default behaviour is that if the reply comes in from the actual recipient, it would get threaded as a private note in the ticket. Since these are 3rd party email addresses and have no correlation with the helpdesk or the actual user who raised the ticket, Freshdesk wouldn't accept replies if they are coming in from an email address that was never a part of the existing thread.


    If you're sending the ticket to support@company.com and if the reply comes back from the same email address, it should definitely get threaded to the ticket. Are you seeing a different behaviour even with this case?


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    R
    Apprentice
    • raine
    • Author
    • Apprentice
    • 2 replies
    • May 22, 2018

    Yep, this is the case. I can have a requestor user@company.com, and then i'd like to add a conversation with support@supplier.com to the same ticket. Since it's a ticketing system we're talking to, they do have ID information for own internal correlation.


    I just wonder if it's not possible to extend the identifying information (points 1-3 in the support article) for automatic threading to an existing ticket. Or is this how it works, and no new features are being worked on at the moment relating to reply identification/automatic threading to an existing ticket?

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Does the reply come from support@supplier.com, Raine? Also, when you say the emails are creating new tickets, are these automated messages and not the actual response from the 3rd party?


    So, unless the message ID reference is removed by the 3rd party, it should still thread it to the same Freshdesk ticket. Let me have one of our support heroes to get in touch with you.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    R
    Apprentice
    • raine
    • Author
    • Apprentice
    • 2 replies
    • May 22, 2018

    Hi, no the replies are unfortunately missing the message ID when they come back. Instead they have a clean external ID by the 3rd party. That's why I'd like to add this 3rd party ID per-ticket to tickets. That would seem like an easy solution to this problem.

    A
    Community Debut

    Two questions in one, is there a specific format we need to use when adding the ID to the Subject line? I have [#{{ticket.id}}] - {{ticket.subject}} and it works 95% of the time, but it seems to have trouble when the reply comes from a someone else rather than the primary contact, FD creates a new ticket even though the email contacts the ID and Subject, is this expected behavior?


    Anyone having this same issue?


    Thanks.

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    @Adrian If the email reply comes in from someone who's not a part of the ticket thread, it's expected to create a new ticket in Freshdesk. However, if you create a company in Freshdesk with these contacts put together, these responses from an email address who's not the primary requester, will still get threaded to the same ticket.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.

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