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Forwarding an email to be a comment on an existing ticket

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.


Best Answer

Hi Matt,


Any agent can forward that thread by adding the Ticket ID(INC# 1234)  to the subject  and the Ticket ID should refer to the ticket for which you like to have this thread appended, that should solve this requirement.


Else, you can make use of the Email commands feature which should also accomplish this behavior. Here is the article for Email commands for more detail. 

Answer

Hi Matt,


Any agent can forward that thread by adding the Ticket ID(INC# 1234)  to the subject  and the Ticket ID should refer to the ticket for which you like to have this thread appended, that should solve this requirement.


Else, you can make use of the Email commands feature which should also accomplish this behavior. Here is the article for Email commands for more detail. 


1 person likes this

Thanks, putting [INC-#####] at the start of the subject of message did what I was looking for.  


ML

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