Our company would like to use both the web portal and offer e-mail based support. Mail is being forwarded from our own support e-mail box to our freshService support e-mail address and creating tickets.
Here's the problem. Say the customer e-mails individual B directly and CC's support, when Individual B replies to all, including the support e-mail, a new ticket is then created in Fresh Service. Is there any way around this? We would like to append the reply to the existing ticket.
Thanks for any suggestions.
By any chance, could the USER be using Multiple EMail Addresses, due to which a New ticket is created, from the 2nd Email address. I know some mailboxes allow REPLY TO option, where we can specify some other email address.
Can you provide us with Ticket IDs etc, so we can analyze this ?