Forgot to add that I need to be able to attach things to the email, so the "Compose Email" feature, whenever it is rolled out is my only option for this workflow.
Hi Tyson,
Thank you explaining your usecase and the problems that you have with the current implementation.
Compose email feature will address all of your concerns. You can :
1) select one requester [to keep conversation and threading of responses with each customer separate]
2) add multiple people in cc.
3) send attachments along with the email
4) Select from address from which you want to send out the email [you can pick one from the list of verified support email addresses]
We will also be including the ability to customise the cc notification content and configure one for each language. This one isn't tied to the compose feature but is being worked on separately. The development is nearly complete and we'll be releasing a beta version next month. Thank you for your patience with us, Tyson. Request you to extend it just a little longer.
Hello,
The outbound email option is now available in Freshdesk. Using this, the agents can send emails to users, attach files and include canned responses and a lot more! Please read this article to know more about the feature. In addition to this, you can also use ticket templates to pre-fill the ticket form for frequent scenarios.
The notifications sent to the CCd users can also be customised under Admin -> Email notifications -> CC notifications section.
Cheers!
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Tyson
Use case scenario:
We support multiple products/services. For one of our products/services our work flow is as follows:
We need to track these email communications via a central support tool. Previously it has been done via standard email, but that isn't scaleable as we need agents to be able to reassign tasks or shift responsibilities by assigning the work to other team members. For the new agent to jump in, they need to see the client interaction history. Using Freshdesk for this would be ideal as the ticket will track client interaction and keep a central history of interaction. Currently email is sent from one agent to the client and then the agent cc's all other agents who may need to back them up. This is terrible because it generates so much email noise and isn't an automated or complete contact history based on a number of factors.
We MUST have a tool/process for centralizing this client communication that looks and feel like email to the client but functions as a Freshdesk ticket on our side.
I've attempted to use a combination of Dispatcher rules and custom ticket fields to create a ticket that looks like it is composing email to the client, but have hit two significant road blocks.
Ideally, there will just be an expanded specific feature that address this issue/workflow, but if there isn't then the next best solution will be to expand the function of the Dispatcher rules to address the two primary roadblocks I've encountered.
My current "work-a-round" solution that is close, but not close enough for actual use:
Requester = Email To (Recipient)
The Ticket Subject = Email Subject
The Ticket Description = Email Body
As it stands, I can't fully migrate all my agents to Freshdesk until this work-flow is addressed.
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