We have use cases that call for us to send out an alert by email when a particular Support Case is opened. The recipients of this email need to be made aware that a case was opened, but they have no need for an agent account and it's an unnecessary expense to consume an agent license simply for the purpose of being able to email someone.
Therefore, I am requesting that FreshDesk enhance the rules engine to include the ability to email a recipient without the need for that recipient to also be an agent.
