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How emails work in Freshdesk

Why is a customer's reply to a ticket creating a new ticket? (email threading)
For every incoming email, Freshdesk checks 3 email markers to understand whether the email is a reply to an already-existing ticket. If the email is ident...
Mon, 9 Oct, 2017 at 4:41 PM
Showing and hiding ticket ID from email subject line
Usually, when a customer raises a ticket in your support portal through email, the follow up conversations on that ticket carry the ticket ID on the subje...
Mon, 9 Oct, 2017 at 4:42 PM