We have several people who should not have access to Freshdesk, but should receive an email for certain "scenarios". We'd like to be able to email to them without setting them up as Agents in Freshdesk when a specific Scenario is executed.
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CC Non-Agents in scenarios
Agreed. This would be very useful. Having the ability to Forward ticket correspondence and details to a non-agent would be VERY helpful.
A good example of this would be, the customers opens a support case. But also wants to have his manager/collegue in the email loop. Either of the person should be able to respond to the ticket and provide information as requested.
I would really like to see this feature for scenario automation as well. We have an integration with a third party bug tracking system and being able to send emails to that system without requiring an occasional agent would be great.
This is indeed a wanted feature to just have scenarios send e-mails to non-agents, like bug tracking or our billing department.
+1 vote from me to be able to send email to non-agents in scenarios. We also have scenarios where we need to inform a finance antenna by email.
Agreed about this one... would be very helpful for the reason described by elegaan and micha above.
I see this tagged as "Not Taken" but there is no explanation for that from the FD PM team... is there a workaround that makes this unnecessary? If so, this would be a good place to share it. We also need this for any automation/rules, not just for Scenarios. I created a separate feature request for that. As I mentioned there, this would be very widely useful, and not sure what the down side would be, perhaps the FD team can share why they declined the request. Thanks!
I would also like to re-open this query. It would be an essential addition to Freshdesk, not sure why it was not done in 7 years.
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