Let a third part reply on a question easily through his own mailclient.
started a topic
about 9 years ago
I need so I can forward a mail to a third part (dropshipping/ distributor) and ask them when I don't have the answer on a question i get from my customer. Then when the third part answer, can I use theirs answer when I reply to a customer. Rhinosupport have a great solutions for this problem, but that's all they have.
1. It should be easy for the third part, only a fast reply to a mail. So he can answer fast, he don't have time to login to Freshdesk or other systems.
2. Customer shouldn't see it.
3. It should be possible to handle everything in the customers ticket so you don't lost the answer and get a new ticket opened when the third part reply.
A great advertisement trick would be to incluude a link to Freshdesk, on this way ca you get a lot of free advertisement.
...and show the conversation threaded in the ticket view
about 3 years ago
This requirement can be met using the 'Forward' option on a ticket. This can be used to send an email within a ticket to a third party with all the necessary context, and the third party can reply to it like just another email and Freshdesk will append it to the same ticket thread as a private conversation.