Hi Aravind,

Thanks, just noticed that, doesn't seem to allow editing of the email address however.

Thanks,

Ewan

Hi,

Although Freshdesk allows me to send emails, it is different to an email inbox in that each correspondence is a ticket.

Keeping ticket history stored within the correct profile is important to our support team.

Two examples of the situations where requester emails on the ticket would need changed;

1. Contact a 3rd party on behalf of one of our customers and requesting assistance via a direct email.

Once an issue has been resolved or if there is an update to pass on, I would want to set the actual customer as the requester in order to let them know and ensure that this correspondence is included in their ticket history. 

2. I may email a customer of ours some information about a new feature for example something new to add to their website

The customer may then ask me to contact their web developer and keep them copied in. In this situation, I would set the requester email as the web developer and correspond until a change has made and then restore to the original requester, again to the keep the correspondence stored in the customer ticket history.

In both these cases, I would need to open up separate email correspondence and possibly merge but I don't however think this is better and if requester emails can be changed for all ticket sources, I am unsure why outbound email is different?

Ewan