BACKGROUND:
We are looking for a way to send customer notifications from Freshdesk so when/if customers reply we can split and create a separate ticket.
We currently do this by adding all required contacts to the BCC field of a New Email, and setting the To to one of our internal email addresses (not in freshdesk) for record purposes.
It is however not straight forward to maintain a list of customer addresses.
THE IDEA:
Freshdesk to automatically create customer groups based on Contact Type. These groups should be mailable in the sense that can be added to the CC of a new email or new or existing ticket.
Also, to create ALL groups that includes all contacts with the same Contact Type across all customers. These groups should be mailable but should only be allowed in the BCC of a New Email. Appropriate warning should be given on send so Agents accept that an email is being sent to multiple customers.
ADVANTAGES:
Encourage Freshdesk users to use the Contact Type field.
Ease of sending customer notifications
Ease of adding customer contacts to a ticket.
GOING THE EXTRA LEG:
Freshdesk to automatically split/create a new ticket on responses to emails that included ALL groups on the BCC
