Thanks, just noticed that, doesn't seem to allow editing of the email address however.
2 months ago
@Ewan, Sending an outbound email in Freshdesk is similar to composing a new email in an email client. Do you think editing the recipient of an already sent email prove to be useful?
2 months ago
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?