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CC: Repsonse Suppression

Related products:Freshdesk
  • October 4, 2023
  • 2 replies
  • 57 views
M
Apprentice
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We are wondering if it would be possible to include a feature where - in certain prescribed situations - a communication to the ticket creator did not include everyone who is marked as a CC on the ticket. We have an automation set where there is an email sent to a broader group that automatically creates a ticket. Based on this ticket, the only person who needs a response is the person who sent the email - including the CC’s on the response generates a great deal of unnecessary noise.

Currently, to achieve this, agents need to manually remove the CC’s from the communication prior to sending it and it would be nice if there were a way to automate it based on certain criteria.

    2 replies

    mbutler
    Top Contributor ⭐
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    • mbutlerTop Contributor ⭐
    • Top Contributor ⭐
    • October 4, 2023

    We are wondering if it would be possible to include a feature where - in certain prescribed situations - a communication to the ticket creator did not include everyone who is marked as a CC on the ticket. We have an automation set where there is an email sent to a broader group that automatically creates a ticket. Based on this ticket, the only person who needs a response is the person who sent the email - including the CC’s on the response generates a great deal of unnecessary noise.

    Currently, to achieve this, agents need to manually remove the CC’s from the communication prior to sending it and it would be nice if there were a way to automate it based on certain criteria.

    Melissa - great idea. For your workflow that CCs a larger audience, are you CC’ing just a single address or multiple addresses?

    M
    Apprentice
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    • Melissa.Moran
    • Author
    • Apprentice
    • October 4, 2023

    In this scenario, the email is sent to a broader audience where the individual(s) included on the email need to take prescribed actions. For example, if Joe sends an email to group 1, group 2 and group 3 - each of these groups have different responsibilities based on the communication and these responsibilities are independent of each other. With the inclusion of the multiple email addresses in the cc: field of the email from Joe, when the ticket is created through an automation in FreshDesk - those email addresses get added to the ticket cc field.

    While in the majority of cases including the cc’s is ideal, there are some specific cases where it is not, and rather than having to remember to manually remove email address each and every time the specific scenario occurs, it would be nice to be able to suppress the responses to the CC’s.

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