I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.
In my setup I have agents in a group, all new tickets get assigned to that group resulting in a “Ticket Assigned to Group” notification.
When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.
Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?
Thanks