Hi

I’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc.

My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.

1. Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?

2. If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?

Thanks

Mark