We have Support Cases that are created automatically in response to various types of customer configuration errors. Agents then need to generate an email to the customer to apprise them of the issue and to provide a remediation.
Scenarios are perfect for this type of use case because it gives us complete control over the ticket; however, Scenarios are designed in the context of an expected response to a customer generated ticket.
I would like to suggest that FreshDesk add a "Forward" to a Recipient, with the ability to add a user-defined variable that would prompt the Agent to provide the recipient names, and perhaps any CC or BCC.
I know that we can use Canned Responses, but that doesn't provide the same level of automation as does a Scenario.
