Is there a way to use Canned responses to inform a group of people (who don’t use freshservice) of information they need?for example our payroll team need to know of new starts and doing this within freshsevice would be great.we could setup recipients, the email body (which could be customized) and send it within Freshservice. If not possible in canned responses, is there another way to achieve this?

Depending on how your joiners work…I wouldInclude the payroll team in your joiners workflow, so they get a notificationUse a scenario automator to trigger a workflow. The scenario automator will need to make a significant update to trigger the workflow - So, Add a Tag, update the status and post a note.Both solutions would involve a workflow that will let youThis will allow you to send emails to external addressesPost an update to the ticketSend the emailSet the status of the ticket appropriatelyAssign the ticket appropriatlyAlthough it’s not a canned response, the work required from the agent would be similar, they would just execute the scenario rather than the canned response.

Two options I can think of that may be possible:Set up the recipients as requesters/contacts in Freshservice - it is free and they don’t need to sign in to receive an email. If your email notifications mask the email content, use the forward function to explicitly send the canned response.I can’t confirm this is possible, but you could use an email distribution group within Microsoft 365 (or the equivalent in another environment) and add the groups email address as a requester. Note: all recipients will receive the same email, even if you use placeholders like {{requester.first_name}}

sending notifications to external parties

Userlevel 1

+3

Preethi S
Community Debut
29 replies
1 year ago
12 April 2023

Hi @MariamP,

Thank you for reaching out!

Unfortunately, we will not be able to send an email to external users in bulk. Alternatively “Announcements” option can be used to inform about any new change.

You can create a new announcement and schedule it for a period of time so that it appears in the Announcement section as well have has an option to enter recipients in the external user section.

Thanks! :)

C

Userlevel 2

+4

cody.pieper
Skilled Expert
15 replies
1 year ago
12 April 2023

Two options I can think of that may be possible:

Set up the recipients as requesters/contacts in Freshservice - it is free and they don’t need to sign in to receive an email. If your email notifications mask the email content, use the forward function to explicitly send the canned response.
I can’t confirm this is possible, but you could use an email distribution group within Microsoft 365 (or the equivalent in another environment) and add the groups email address as a requester. Note: all recipients will receive the same email, even if you use placeholders like {{requester.first_name}}

Userlevel 7

+16

zachary.king
Skilled Expert
897 replies
1 year ago
12 April 2023

Hello @MariamP this may be a more robust solution but you could look into Freshservice for Business Teams and onboard your Payroll Department.

https://www.freshworks.com/freshservice/solutions/enterprise-service-management/

Userlevel 2

+3

Roxwell
Community Debut
26 replies
1 year ago
13 April 2023
Answer

Depending on how your joiners work… I would

Include the payroll team in your joiners workflow, so they get a notification
Use a scenario automator to trigger a workflow. The scenario automator will need to make a significant update to trigger the workflow - So, Add a Tag, update the status and post a note.

Both solutions would involve a workflow that will let you

This will allow you to send emails to external addresses
Post an update to the ticket
Send the email
Set the status of the ticket appropriately
Assign the ticket appropriatly

Although it’s not a canned response, the work required from the agent would be similar, they would just execute the scenario rather than the canned response.

sending notifications to external parties

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