Skip to main content
Closed for Voting

Automation - Email Reply

Related products:Freshdesk
  • June 19, 2020
  • 1 reply
  • 29 views
M
Apprentice

Hi there.  I am a new Freshdesk customer and like a lot of the features.  One issue that I have found to be a problem.


I have an an Timed Ticket automation setup to automatically email certain customers after a period of time.  Everything works just fine (email is sent) but the auto-email is not shown in the ticket thread.  I can see it was sent if I click on "Show Activities" button but I can't see it in the thread.  


I don't think this is a new issue - I found this support thread about it:

https://support.freshdesk.com/support/discussions/topics/35025


This seems like something that should have been fixed a long time ago.  Is there any way to make this work?


Thanks!

Miles

1 reply

hemanth.ramya
Community Manager
Forum|alt.badge.img+9
  • hemanth.ramyaCommunity Manager
  • Community Manager
  • August 27, 2020

Hello Miles,


As per the product behavior, emails sent to customers via automation would not appear as replies in tickets. Alternately, we can achieve this with the help of webhooks but at the moment we support this feature only with Ticket creation and Ticket updates automation, and not Time trigger automation.


We understand your use case and we already have this in our list of feature requests. We would make sure to make some noise when this is made available. Feel free to drop an email to support@freshdesk.com for any queries in the future!


Cheers. :)

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Terms of UseAccessibility statement