Jotform mails no longer being added as tickets : freshservice

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Jotform mails no longer being added as tickets

Jebie

started a topic 11 months ago

Hello,

Today i changed all of our helpdesk mails from @randomdomain.be to @domain,be

The moment i did this all our Jotform mails that where getting added as tickets before the change, suddenly stopped being added as tickets.

Now my question is how do i fix this?

I tried forwarding the mails i get from jotform back to our support email but nothing happens, when i forward it to my personal work email and forward it then again to our support email, it then creates the ticket.

anybody able to help me with this or had a similar problem?

Thushan Bakthesenan

said 10 months ago

Hi Jebie,

Sorry for the delayed response.

We do not restrict the ticket creation on change of domains for support email addresses. But we would need to check whether the forwarding to support mailbox has been reconfigured to the new mailbox and the new support mail address is activated.

We could also see that you have reached out to support and we were able to help you with the issue by verifying the email headers. To answer your other question, when an agent forwards the Email, Freshservice will create the ticket on behalf of the requester rather creating it for the Agent, this is an intended behaviour when an agent forwards an email.

Hope this helps you.