Possible Queries:
- 1. I am unable to change the From email address in a thread. Can you help me in fixing this?
- 2. The customer's reply to a ticket was appended to the thread. Why? OR The customer's reply to a thread was appended as a reply in a ticket. Why?
- 3. I have kept an automation rule to perform an action whenever the thread gets updated but it's not working. Could you check this?
- 4. I am receiving the below error message when I open a ticket. Can you help me in fixing this?
Resolution Path:
1. I am unable to change the From email address in a thread. Can you help me in fixing this?
Ideally, when you start your first thread conversation, the support email address to which the email was sent will be picked and you will have the option to change it. However, the From email address in the forthcoming conversations in the same thread cannot be changed. The customer has to initiate a new thread to choose the From email address they want.
2. The customer's reply to a ticket was appended to the thread. Why? OR The customer's reply to a thread was appended as a reply in a ticket. Why?
Based on the threading checks we have in Freshdesk, if the customer's reply email has references to an existing thread conversation, it will be appended to the thread OR if the customer's reply email has references to the ticket replies, it will be added as a reply in a ticket.
To confirm this, we can get the email header of the incoming email from the customer and run it through the POD-specific Haystack application.
3. I have kept an automation rule to perform an action whenever the thread gets updated but it's not working. Could you check this?
Ideally, a thread can be updated either by a requester or an agent. Since the customer configured to check if the System performed an event, the rule failed to execute. We can suggest the customer make changes accordingly.
Likewise, for other scenarios, we can ask for the rule configurations, backend ticket ID, and rule ID to check the root cause in the Haystack application.
4. I am receiving the below error message when I open a ticket. Can you help me in fixing this?
You can follow the below troubleshooting steps:
-> Check if it's happening for all tickets or a specific ticket.
-> Check if all agents are facing a similar issue.
-> Check if it's happening in all browsers/incognito mode.
-> If the issue persists, suggest the customer fetch HAR file when they are trying to open a ticket.
->Get the X-request-ID from the HAR file and run through the logs.
-> Look for recent tickets with the error message captured in logs. If needed, raise a support L2 ticket.