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Question

Flag an email in FS as high importance

  • September 7, 2023
  • 2 replies
  • 48 views
T
Skilled Expert
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Hi there. When responding to a ticket in FS, is there a way to implement a ‘high importance’ feature in the email as you would get in Outlook? A workaround we have at the moment is typing ‘urgent’ into the email, however, I just wondered if this could be built into the back-end instead. TIA. 

    2 replies

    zachary.king
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    • zachary.kingTop Contributor ⭐
    • Top Contributor ⭐
    • September 11, 2023

    Hello @Tyne.garton one thing you could look to do is control your email notifications via workflow automators. You could build one that is triggered when you set the ticket to “Urgent”, it then would send an email to the whoever you decide and in that action node you could format the email to indicate it’s importance.

    Hope that helps!

    - Zach / ITOps Supervisor - ITSM
      eeha0120
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      • eeha0120Top Contributor ⭐
      • Top Contributor ⭐
      • September 11, 2023

      Hi.

      The suggestion given by Zach is pretty good, but your inquiry is also a very good feature request.

      I’d suggest to submit a Feature/Enhancement Request (Freshworks Ideas | Freshworks Community) and ensure to share the link in order to get the most people vote for it.

       

      Regards,

      Elvis Henriquez
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