How to automatically add a CC email to all replies
started a topic
11 months ago
I would like to automatically add an email address to the CC list in all replies to tickets. The email address to CC is the main support email address (i.e. the same address as the "From" address on all replies). This is because some of our team use an email client to view support emails, so we want them to get every reply that we send from Freshservice.
I have configured a Workflow Automator like this:
- Event: Reply is sent
- <no condition>
- Action: CC to <our support email>
I also played around with various different conditions (such as requiring the "From" email address to be our support email, which it always will be), but nothing that I tried works.
However, when I then create a new ticket, this email address does not get added to the CC list.
If the workflow was successfully triggered on the ticket (you can check the Activities tab to verify that) you will find the CC address appended to the ticket automatically when you click on Reply on the ticket.
You also have the option to set automatic BCC emails under Admin >> Support Channels >> Email
But please note that if the FROM and CC address both belong to the support address configured under Admin >> Support Channels >> Email, then we will BLOCK those emails. This is to avoid infinite email looping between two support emails.
In you case, requesters/agents can simply reply to email notifications received and it will get appended to the existing ticket. You don’t have to include the support address in CC.
We hope this helps.
Regards, Sanofar Team Freshservice
10 months ago
Thanks for the response!
> "please note that if the FROM and CC address both belong to the support address configured under Admin >> Support Channels >> Email, then we will BLOCK those emails"
This is what I suspected might be happening. However, we think this is a valid scenario. Let me elaborate further: We want this exact scenario because some of our users work outside of Freshservice and only use an email client. We cater for this scenario ourselves by adding a Workflow Automation which checks if the incoming CC contains the Support address, and if so it Skips New Ticket Email Notifications & Deletes the Ticket, thereby preventing a duplicate ticket being created.
The flow that we want to achieve is:
- New ticket arrives, sent TO our Support address
- New ticket created
- Agent open ticket and clicks reply
- In the reply, the TO address is the other party, the FROM address is our Support address, and our Support address also appears automatically in the CC field
- Agent clicks Send
- Our email-only users to see the reply that the Agent sent from Freshservice, because of the CC to the Support address
- Our Workflow Automation rule mentioned above prevents Freshservice from doing anything with this CC'd email, i.e. no duplicate/new ticket created
Is that possible to achieve?
Thank you very much for your time.
10 months ago
Can you confirm whether the issue I've described is acknowledged from your end as an issue? Or whether we just have to live with it?
10 months ago
If anyone else who is facing the same issue sees this, we managed to work around the problem by creating an alias for our Support email address. We added the alias to be automatically CC'd on each Freshservice reply. We also make emails where our main Support address is CC'd to be added as private notes to existing tickets, so that the transparency works both ways.