How to go about this? When a ticket is created from a No-Reply email address, you would not be able to continue further correspondence with the requester. Freshservice presents a simple solution of bringing the emails in your mailbox into freshservice as tickets, so that agents in your portal could work on them from within the tickets tab itself. This guide uses V2, but it is possible to use V1 with slight modifications to your JSON payload. I don't seem to to be able to forward an email to a ticket using the directions above. For example, if your agent chooses sets priority as 'High' and then applies the template in which the priority is set as 'Low', then the resulting form will have priority set as 'Low'. You can choose the problem you would like to link the ticket and click on Link. Kindly follow the below steps to activate your support email address. It only takes a few minutes to set up. Give a suitable name, description for your template. If you need a hard copy of a ticket, Freshservice lets you print it out. You can set up rules that trigger specific actions when certain conditions are met, such as changing the status of a ticket, adding a tag, assigning it to a specific agent, or sending an email notification. Know the Field Types in your service desk | Freshservice Field Email - Your service desk has a specific email address that the account admin set when. Raising a Ticket and other Actions : Freshservice Code Walkthrough However, if you wish to remove this URL from your replies, kindly navigate to Admin --> Email Notification --> Reply templates-->Agent Reply Template and remove the {{ticket.url}} from the "Content" section. Project & Project task creation through Workflow Automator. No, Right-size your service management quickly and effectively. Service request fulfillment, ITIL Request fulfillment : Freshservice And doing this ispretty similar to linking incidents to problems. Hence, the tickets are going to the agent's email address. Click on the Forward button in a ticket. Its really semantics but it makes more sense to the admins and agents. No, Right-size your service management quickly and effectively. When a user sends an email to this address, itbecomes a ticket automatically. Problems: You can create workflows to . Duplicate Freshservice tickets on other platforms. You can edit most of a tickets properties right from its detailed view. You can use different trigger options to start the automation as wellwhether it's every time a message is posted in a particular channel or if a particular reaction is added to a message. Freshdesk would have created a default support email and listed it in the 'Global Support Emails' section, as shown below. If you select New Problem, fill the form to create the problem and click on Link. Freshservice allows for the creation of tickets through 3 main channels: End User Portal - Users can raise an incident or a service request from the end user. Click on the New Ticket button to access the ticket submission form.
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