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Email Notifications not working from Freshdesk

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35 replies

B
Rank

Annapoorna.. Am awaiting an update on the case i have raised pertaining to the same problem.

M
Rank

Unticking the "Can see all tickets from this company" on the customer edit screen worked for me. An annoying problem as our client would like to see all issues on one screen from their company AND get email responses, rather than just individual customers.

annapoorna.venketaraman
Rank
Userlevel 4
Badge +8

Hey Binitha,


I have updated you on your ticket. Please have a look.


Thanks,

Annapoorna 

Head of Community
D
Rank

I am seeing this issue too. Not even seeing any attempt from freshdesk mail servers to ours. Really frustrating, as looks to be a great product aside from the e mail support.

V
Rank

Hi Dan


Must be an issue from Sendgrid - Your Mail server side, but we can troubleshoot this.


can you submit a Ticket, so we can look into this in more details ?


regards
Vijay

D
Rank

Hi there, I already had, but gave up due to no resolution. number was #43725 - No reply after 12 days

annapoorna.venketaraman
Rank
Userlevel 4
Badge +8

Hey Dan,


Really sorry for not attending to your ticket. I'm looking into it right away. 


Sorry agian.


Anna

Head of Community
G
Rank

Marc Hall mentioned this above...


"Can see all tickets from this company" on a company's contact doesn't email them notifications about their users' requests.  Our customer contacts are consistently asking for that -- any ETA?


We've manually setup Dispatch'r rules to CC requests to each contact, but the email body is extremely terse -- not even including a hyperlink to that ticket -- and I see no email template that we can edit.  


If fixing Dispatch'r is easier, it would at least be a helpful band-aid until you email-enable the "Can see all tickets from this company" feature.



annapoorna.venketaraman
Rank
Userlevel 4
Badge +8

Hello Robert, 


If you would like to include the ticket URL on the reply template, please go to Admin>>Email Notifications and switch to the "Reply Templates" tab. 


Here, choose to Edit the "Agent Reply Template". This is where you can make use of the placeholder "Public Ticket URL" from the Insert Placeholder option.


Let me know if this helped or you need further assistance. I will always be glad to help out!


Thanks,
Anna



Head of Community
G
Rank

Thanks for the
reply, Anna.  Unfortunately, Agent Replies isn’t what I asked about.  


There are 2 issues:

 

1) As Marc Hall mentioned in this thread, when we check "Can
see all tickets from this company" for a company’s contact, that user does
not get email notifications about
their users’ requests.  This is being
asked for by multiple customers, so it's conspicuously absent.

 

2) To work around this, we setup Dispatch’r rules to CC requests to
those contacts.  This is inconvenient, but
it does email them notifications.  

a. Unfortunately, that CC email includes no link.

b. Unfortunately, that CC email has no editable template to fix the missing link.



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