+1Hi,
this is my scenario
All ticket will be open by email or portal or chat(from my site) i want send email to the customer.
I try to use automation but i’ve some problem with email notify
If email notify / customer notify / new ticket create is not check(not allow) the mail requester doesn’t receive email notify (i try only by email)
If mail notify / customer notify / new ticket create is heck(allow), also phone ticket send email
where am i wrong?
Best answer by Keer
Hi
The emails were not being sent because of the HTML content added in the description of the mail. In such cases, we’d suggest you to copy the content to a notepad, delete the action in the automation, add it back, paste the content without formating and save the rule again.
If you face any such issues in the future, kindly write to support@freshdesk.com and we’d love to help as always. Have a good day!
+12Hi
Thanks!
+1Most of my clients call by phone to report a problem. These are shops that do not use the email channel as the problem requires a particular urgency to resolve, I do not want to send ticket opening / closing emails (many of which do not have an official email)
For all requests received via email or chat (via website) or opened directly from the fresh desk online portal, I want to be able to send opening emails and (subsequently) ticket closing emails.
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Automation
+12Got it,
+12Hi
The emails were not being sent because of the HTML content added in the description of the mail. In such cases, we’d suggest you to copy the content to a notepad, delete the action in the automation, add it back, paste the content without formating and save the rule again.
If you face any such issues in the future, kindly write to support@freshdesk.com and we’d love to help as always. Have a good day!
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