Requester replies via email not shown in portal | Community
Skip to main content
Visit Freshworks.com Visit Freshworks
M
Debut
md.aliff
Debut
March 18, 2020

Requester replies via email not shown in portal

  • March 18, 2020
  • 1 reply
  • 0 views

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?

    This topic has been closed for replies.

    1 reply

    S
    sanofar.allahpichai
    Participating Frequently
    March 25, 2020

    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

    Terms & ConditionsCookie settingsAccessibility statement
    COMMUNITY
    PARTNER PROGRAM
    • Legal
    SUPPORT
    CONTACT