Create New Ticket also should send email

 We come from OTRS and we have outbound mail or phone call

 Like workaround a create a scenario that send an email to requester with ticket description

I agree with this, also coming from OTRS and I will be missing the "email ticket" action. Will be trying Alessio's workaround though.

Hi Guys

For now, we will not be adding a COMPOSE option or Create New Email in Freshdesk, but you can make use of Dispatch'r to trigger a New EMail to Customer, since now we even support Subject line in Send Email action of all the Automations

regards
Vijay

Hi Vijay,

please create a option to compose Tickets. This is an important feature. We use Freshdesk for our online shop and we have some cases where we need to contact a customer, to ask him for some information to process his order. Right now we use some work around, which are not as good as simply send an mail to a customer.

After some googling I think we are not the only company who miss this feature.

regards

Tim

I have a very simple Solution.

We open a ticket for a customer with just a subject. Then we write an answer on this ticket.

regards

tim

One more vote for that!

We did not know this was not a feature or will ever be a feature.  The assumption that service desk tickets only originate from the customer is very uninformed on business operations.  About one third of our customer contacts are started from the company side.  For example, a product ordered is out of stock. Or we found an error in the shipping address and need to confirm with the customer.

The feature should allow you to send an email to the customer and the body of the email is used to create a new ticket to track and manage the correspondence.  

Since this feature will not be present, I guess I need to resume my search for a support tool and leave freshdesk.  What a shame. You have everything I needed, but this one super critical piece.  

What a shame you don't listen to your customer's needs.

Hi, everyone,

My suggestion is that besides the "save" button there should be a "save and send" button.

What I do while there is no such option is:

I created a check box field named "send email after creating the ticket" and a Dispatcher rule to notify the requestor.

It1s working fine for us!

Vinicius:

I tested your approach.  Here is what happens. 

1. Agent opens a new ticket with information/questions for a customer.
   
2. Customer receives notification that we have received their request and we will get back to them shortly
   
3. Customer receives notification that a ticket is outstanding for their review
   

Now lets look at this from a customer perspective:

1. I just received notification I submitted a request. I did not submit anything. Must be spam or the company doesn't know what they are doing.
2. I just received another email telling me to click on a link to read the message. This is definitely spam and the messages gets deleted. Now customer thinks my correspondences are spam. 

Jeff,

I agree with you: Freshdesk should have a "save and send" feature.

But what I did is a bit different... and maybe it won't work for you or others.

The first thing is that I do not use the default notification for new tickets.

Once this is disabled, I created a Dispatcher rule.

So, if the "send email after creating the case" checkbox is checked, Freshdesk will send a message to the customer with the description of the ticket as the body of the email.

Hope that helps!

Please vote!!! The workarround (avoidance solution) its not for a Business...

We have the same Problem, from "Tim Klug"

 I'm using a solution similar to what Vinicius suggested - but added the ticket number to the subject in order to avoid that user's reply creates a new ticket and a notification email to him. This is the way I solved this problem using dispathc'r and it is working fine for me.
1. Created a new value for the type field (let's call it "Outbound email")
2. In dispatch'r created a rule as follow
2a. Condition: type is "Outbound email" (or wahtever was chose at step1)
2b. set Actions as: Skip New Ticket Email Notification + Send email to Requester. Subject of the email set to: [#{{ticket.id}}] - {{ticket.subject}}. Content of the email set to
{{ticket.description}}
When I need to open a ticket and send email - I just need to select type "Outbound email"

This way user gets the content of the ticket and does not receive any ticket creation email.
Once user replies, the response is attached to the ticket (for this to work you need to have [#{{ticket.id}}] in the email subject).
I think this solves most of the cases.

I am horrified that a Customer Service Platform would not allow you to contact a customer.  Freshdesk are you for real?  Maybe looking at switching to another product after discovering this.

+1

After carefully considering all the replies in this topic, it is clear to us that there are two use cases

1) One is when an Agent is creating ticket on behalf of a customer

     - The requester would want notification about the ticket - (similar to a requester who emailed a ticket).

     - This notification too can be suppressed by a Dispatch'r rule - "Skip notification" when source is "Phone"

2) Ability for agents to initiate a ticket and send it to the customer

     - A simple mail with the subject and description entered by the agent will be sent to the customer

     - Customer's reply will be added to the ticket thread

The first one simple is set up. We will be taking up the second one - "compose feature" soon. 

I am changing the status of this topic to planned

I completely agree with Jeff Cocking. This is a serious omission by FreshDesk. We do lots of proactive support. Naturally this means we send them a message when we see a problem.

It does not make sense to first send a customer a notice that we have received their ticket, when they did not post a ticket. It is confusing, unprofessional, and perceived as spam. We would like to switch from our current help desk system to FreshDesk, but this issue seems to be a showstopper. 

I see from Janani's post that this use case is now in the "planned" phase. What is the time frame?

Hi, 

Any news on #2 "Ability for agents to initiate a ticket and send it to the customer"?

It is very clumsy to try and do proactive customer support without this functionality.

Dispatcher is doing the job on this for me.

I created a Dispatcher rule which is triggered based on the subject of ACTION REQUIRED, and then send an email with the details of the ticket. 

Replies to that email sent are treated as replies to the corresponding ticket, so it works perfectly. 

Hi Eamonn,

Thanks for the tip. I needed a unique subject line, so I could not use your method for the condition. Instead I made the condition based on a special category setting. That is not great because now I can't use category in the way it was intended. But I can deal with that.

The bigger problem is that creating the ticket first causes a "ticket received" message to be sent out. So now the prospect is getting two messages, one of them confusing, instead of the one proactive support email that was intended.

Have you found a way to suppress sending the "ticket received" message?

Hey Tim, 

Just offhand, I would suggest you disable the "ticket received" email for requestors/customers - there is one for customers and one for agents.

You can find this option in the Admin / Email notifications section. 

So that should stop the email, but maybe you needed this notification for the tickets not initiated by you. If that is the case, I would suggest going back to the dispatcher and creating a second rule. This rule will be the opposite of the one you have already created. So where rule 1 was category = X, rule 2 would be category != X. Set the trigger to send an email with "ticket received" content and you should be set. Now I haven't done this second part, but I don't see why it wouldn't work.