When our agents communicate with clients via Freshdesk, Project Managers and Client Success Managers want to be copied in all communications with their respective clients. In order to make it easier for our agents, I have created dispatcher rules (see below) for each Project Manager and Client Success Manager however:
1) since dispatcher applies only 1 rule per tickets this solution does not fully work
2) this is not scalable because because the entire names and email addresses need to be added in the rule
3) it requires too much maintenance as the rules need to be updated each time there is a change within the Project Managers and Client Success Managers teams.
The ideal solution would be to enter a rule such as the following
'For all support emails, copy the matching CSM and the matching PM of the requester's company'
This would work dynamically since the CSM and PM information (name and email) is available within Freshdesk thanks to the Salesforce integration that is in place.
