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I'm trying to mail to an agent within Freshdesk.But this mail is never getting to the agent.
When I create an outgoing mail and cc the email address of another agent in that mail. The mail never gets to the agent.
I can't forward a ticket to a email address of another agent either.
How can I do these thing?
Sending an email to an agent from within Freshdesk should be definitely possible. It just gets created as any other ticket - there are no special cases that might prevent the ticket creation/ email.
Thank you for your question.
Why not Team Huddles ? https://support.freshdesk.com/support/solutions/articles/227581-using-team-huddle
Using FreshDesk allow email reduction (if you disable some email notifications and you encourage customers to go to the platform).
In my case that doesn't work either.
A new email is not displayed to the other agent in Freshdesk. Even if I take another agent in CC, he doesn't get informed in Freshdesk.
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