Create New Ticket also should send email

Eamonn,

Yes, that sounds like it should work, although I'm somewhat wary of messing with something as core as a ticket received email. These things have a way of breaking due to conditions you have not thought of, and FreshDesk support is not going to jump on custom Dispatcher problems the same as they would with their own stuff.

But it appears there is another problem with this approach, which is that we usually need to cc other people (most customers have more than one person on the project). I don't think that can be handled with this workaround. 

It looks like I have to find something other that FreshDesk for this problem.

Hi, 

Have you got a launch date on this planed functionnality ?

Thanks in advance, 

+1 - would like this planned functionality as well.

Yes, it is high time for FreshDesk to solve this requirement with an integrated and supported solution.

My workaround (mentioned in previous posts to this thread) is unsatisfactory. I cannot cc anyone, and I cannot have attachments. Plus it feels like a hack every time I use it - not sure it is going to work.

The FreshDesk team needs to understand that proactive support is core to doing business.

I was promised this feature 3 months ago that it should be ready in Jan. It's already midway in March.

Could not agree more with all the previous cases. Every other Helpdesk service out there has this feature. The argument regarding "this is not an email client" simply does not apply. It is an email client with added functionality. Therefore, regardless of the source, I should be able to create a ticket manually and inform my customer on what we agreed on as a case and then continue the discussion regardless of which side the conversation started on.

It should not take that much time to implement as well. I notice that this has been in the works for some time now. Any updates?

We have 'solved' this issue using the dispatcher function in Freshdesk

• for an agent to initiate contact with a customer through an e-mail we just make a new ticket. We have switched of 'new ticket notifications' for phone tickets in the dispatcher. The agent can then hit reply and start. The only problem is that new customers get a 'welcome to our support-system mail' but you can switch those of. 
• sometimes you want to inform a customer on the creation of a phone ticket, we have created a custom field. If the agent selects that a notice is send to the customer

Been waiting for this feature for 7 months. It's starting to be a point of contention in my company.

One of their competitors has already offered to match my company's rate. I'm giving FD 90 days then I have to leave.

Desk.com

wow I was thinking about buying fresh desk but reading this thread I am having second thoughts. 

Hello everyone,

We understand that proactive customer support is important for your business. We have already made headway on the compose feature based on the input’s that you have given us in this forum.  I've attached a screenshot to give you all a quick sneak peek of it. I’ll keep this thread updated along with the other one on our progress. 

It looks good, the problem is I've been told "by the end of the year" "by the end of q1".

What's the actual release date and not the hopeful one, the real one? i never doubt you'd do it, I doubt you'll do it in a timely manor.

It's taken 3 years to get this so I estimate it will be 2017 before they implement it!

It would have taken me less than a morning to program the above and have it insert to your database correctly so excuse me for not being thankful.

I made some headway on a work-a-round for this, but ran into 2 primary issues. I put it all together as an alternate feature request that expands on this.

https://support.freshdesk.com/support/discussions/topics/308926

That all said, I'd have to say that I just assumed Freshdesk could do this, and jumped in to using it. Now that I'm in the midst of use, I'm stuck. Really, Really, Really need action on this compose feature ASAP.

I know that Freshdesk is concerned with competing with ZenDesk. This feature is available in ZenDesk. Here's the video showing how easy it is.

https://support.zendesk.com/hc/en-us/articles/203690946-Creating-a-ticket-on-behalf-of-the-requester

Hopefully knowing that ZenDesk can do this will make this feature implementation a higher priority. 

@Tysonand @Jeff Our primary focus is to build a product that will add value to our customers and help them support their customer’s better. We have listened to your suggestions in our forums and revisited our decision to build compose feature. Several components surrounding the functionality of a “compose” ticket like SLAs, FCR, first response, reports on response and resolution time, etc are also being built based on the inputs that was given in our forums. We have been optimistic and even a shade over enthusiastic in committing deadlines when customers ask for them earlier. But I can assure you that this is on our high priority and our best developers are working it. We’ll be releasing a beta version in July.

@Chris we are looking to include this feature in the product so that no one would have to resort to the plug option. Although the plug is a one time setup, we agree that the option to send an email should be present within freshdesk.