Sometimes when an Email conversation with a customer goes back and forth too many times, the customer gets frustrated, and a phone call might wrap things up easily. Is there a way to either limit the number of Emails on a ticket, or at least notify the manager that an excessively long Email conversation is taking place?
Obviously, a limit would require an override ability for those occasions when many back-and-forth Emails are warranted.
I would have thought the easiest would be to set up an Automation rule (type ticket updates).
The trigger is flexible of course, example (with 10 interactions):
Using "greater than" does mean an email after each reply once the threshold is crossed, but other values are also possible.
Thanks, Mark. I've got a few automations to do other things, but didn't realize these options were available. I've already set it up for testing. Thanks again; it's just what I needed.
Hello folks.
Mark, thanks for the wonderful suggestion. It is indeed a good setup for the use case that Rod had and I am hoping that this worked for him. Do write to support@freshdesk.com if you should be needing any further help on this, Rod.
Thanks!
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