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Hi, I’m trying freshdesk and trying to implement it at our company.

 

I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.

 

Will this create a new ticket everytime the support email is CCed?

 

Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?

Hi @Runwolf1991 

 

Greetings from Freshworks Community

 

Firstly, the Support mail transaction is going to be managed by Freshdesk once it is implemented. Hence, the usage of Support mailbox need to be managed from Freshdesk. If an agent onboarded to Freshdesk need to initiate a query to customer, they can use Outbound Email option. With this, ticket will be created with source as Outbound Email and that created ticket can be moved directly to Delete or spam based on automation. More info on this URL - https://support.freshdesk.com/en/support/solutions/articles/211975-the-differences-between-an-outbound-ticket-and-a-normal-ticket.

 

Cheers

In Freshdesk, when an email is sent to the support email address, it creates a new ticket by default. However, you can set up rules, known as "Ticketing Rules," to control how emails are converted into tickets based on specific conditions best quality canvas photo prints.

To address your situation, you can create a ticketing rule to prevent the creation of new tickets when certain agents (X, Y, and Z) send emails to the support email address. Here's how you can do it:

  1. Log in to your Freshdesk admin portal.
  2. Go to the "Admin" tab in the top navigation bar.
  3. Under the "Helpdesk Productivity" section, click on "Automations."
  4. Click on the "New Rule" button to create a new ticketing rule.
  5. Give the rule a relevant name and description.
  6. In the "If" section, set the conditions for the rule. Choose the criteria that match the agents (X, Y, and Z) who should not create new tickets. For example, you can set the condition as "Requester is not X, Y, or Z."
  7. In the "Then" section, choose the action to be taken when the conditions are met. Select the action as "Do not create a ticket."
  8. Save the rule.

With this rule in place, when agents X, Y, or Z send emails to the support email address, Freshdesk will not create new tickets. The emails will still be associated with existing tickets or appear as conversations within the ticket history.

Make sure to review and test the rule thoroughly to ensure it works as intended in your specific setup.

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