Create New Ticket also should send email

I'll be looking forward to the Beta version of this in July and hope that our group will be allowed early access to it if at all possible.

Any news on release of the new feature?

I haven't heard anything yet, but my guess is that we'll get an update in the next 21 days.

Tyson, I think you've made a typo "next 21 days." 

 I think you mean "next 21 years."

@Janani,

My company is in desperate need of the compose feature and can't move our larger teams onto Freshdesk without it. Is there any possibility of joining the Beta or having support set up the freshplug as mentioned by Chris above? I would appreciate any assistance in this regard.

Has anyone heard anything yet on this?

We really need the ability to email our customers, as well. The workaround doesn't work for us because we need to be able to change the sent from address.

Any updates? Has the beta version been released?

@Janani I'd like to find out more about this freshplug that @Chrismentioned, too—I'd really appreciate it!

Hello Everyone,

We completely understand that emailing customers proactively is important to you. We are nearly done with it. I have included a video to give all of you a preview of how compose works. Request you all to be patient for a couple of more weeks as we iron out any bugs and complete our QA.

@Rebeccaand Chris, While the freshplug will allow you email any customer, it does not have a few functionalities. Not to worry, as all of these have been taken care of in Compose. You will be able to :

- send out the email from any of your configured email addresses,

- add multiple people in cc

- include attachments

- and filter "outbound" tickets from other tickets

Thank you all for being supportive all along. Do take a look at the video and pass on any feedback that you might have.

We would be happy to incorporate your ideas in our future iterations.

Simple and efficient, seems very nice Janani, thanks for the preview

Can't wait for the feature to go live !

- Arnaud

Looking forward to this - it's a deal breaker for us so I'm very glad to see that it's coming.
Do we know roughly when it's likely to be released?

Hi guys,

You'll be glad to know that we have the Beta version of the Compose Email feature that is ready to be rolled out. We are starting out by enabling it only on the accounts who had asked for this feature on priority.

The below attached solution article should help you understand the feature better. Once you have the feature tried out, please do let us know of your feedback regarding the same. Also, if there is anything else that you would like to know regarding the feature, you can always write back here or drop in a ticket.

https://support.freshdesk.com/support/solutions/articles/211974-sending-an-outbound-email-

If you guys would like to have the feature added to your account as well, please do drop in an email to support@freshdesk.com

Regards,

Bharath

I'm in the Beta Test and have to say that this feature is very good so far. There are some elements I think that could benefit from refinement, but by and large it is quite good. 

Biggest items we'd like to have expanded in the feature:

1. Be able to use the message templates in "canned responses" on outgoing messages; and...
2. Ability to set a default Sent As/Reply To address for each agent or group, as in the current version you need to select the email address you want to send from, which can be a point of human error in a multi-product support environment. 
   

All in all, so far, so good.

Canned responses and adding solutions are a *must* have.

The Compose feature is great! 

I have to agree with Tyson, allowing agents to set a default "From" address will be hugely beneficial. While I will train our teams to select the correct address, it can easily be overlooked, resulting in a few confused customers.

Thanks for the inputs guys. 

Will definitely take them to the product management's notice. Will keep you all posted for further updates.

Hello Everyone,

Thanks for waiting on this one patiently. We will be rolling this out to all accounts shortly. Before that, I wanted to discuss the most common feedback that we've received, which is restricting the list of emails shown in "From" dropdown. 

Can you help us by answering the below question:

1.  I need restriction on the list of emails displayed - Yes/ No

2. If Yes, please elaborate how emails and groups are configured in your account and the restriction that you require. 

For example, you could say that your account has 2 support email addresses and only agents in group A should be able to use email1 and agents in group B use email2 for composing.  Please feel free to add additional detail that you think will help.

Thank you!

Hello Everyone,

We have now rolled out compose feature to all accounts! You can find the option on the top right of the page under +New. Any email that are sent out will be converted to a ticket with the source "Outbound Email". You can read more about how the feature works here and the differences between a regular ticket and outbound ticket in this article.

A big shout-out to all of our beta customers for providing feedback about the feature! It has been very helpful in making iterations and taking the feature to completion :)

Thank you!

I need the buttons to Insert Canned Responses and Solutions in the New Email just like you have when responding to an email.