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Requester replies via email not shown in portal

Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?

Hi Mohamed,


Ideally when a requester responds to the ‘New comment added’ email notification, the response should get appended to the existing ticket and be visible in the agent as well as the requester portal. We’ll create a support ticket for you so that we can investigate this further in your instance and will reach out to you with an update via email.


Best regards,
Team Freshservice

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