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Solution home Freshdesk FAQ Ticketing Workflow

Why is an Outbound email set to Close Status automatically?

Modified on: Fri, 22 Sep, 2017 at 2:15 PM

An Outbound email in Freshdesk is to be used for pro-active external communication directed at the customer. Only when the customer replies, the ticket created from this Outbound email would be considered as an active ticket and set to Open Status. In the meanwhile, the ticket created from this Outbound email would be marked Closed.