This would be my highest request. I'm using Fresh Desk to AVOID more email, not to create more (at least unnecessary email).
over 7 years ago
Maybe you can check the Observer feature, in which based on any configured Event, you may trigger an action and this action can be to Send Email to Agent or Requester or Group etc.
over 2 years ago
Freshdesk automatically detects the ticket creator and doesn't send the notifications to these agent in these cases. Also, if the agent wants to initiate an email conversation with the customer, he/she can create a new outbound email instead of creating a new ticket.