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Email commands for ticket creation

Related products:Freshdesk
  • Mar 9, 2012 10:49 AM UTC
  • 6 replies
  • 34 views
Contributor
Is there any plan to make email commands work for raising new tickets?

We send a lot of automated emails, some of which we'd like to send to our support email address in order to open a new ticket.  It would be great if we could just add commands to those emails, rather than needing to set up dispatch'r rules for each different alert.

6 replies

Contributor
Hi Tineke

Sorry for the miscommunication, this is possible only during Ticket Replies, we will enhance the Email commands for New Tickets as well.

regards
Vijay
Community Debut
  • zoe.zebe
  • Community Debut
  • Feb 28, 2019 1:42 AM UTC

This is the biggest missing feature for our team and the reason we're considering using a different platform. The vast majority of our customers email individual agents (a holdover practice after multiple acquisitions). 


Since we can only harangue the customers so much about using the portal and manually creating a ticket from every single email is a huge waste of resources, Freshdesk has been of limited value to us in driving efficiency and providing visibility for QA. Which is really the whole point of having a ticketing system.

Community Debut
  • joseph_19420
  • Community Debut
  • Jul 17, 2019 4:49 PM UTC

I was about to start an evaluation of Freshdesk for our team - many thanks for posting this, it saves me the trouble. I'm amazed that this has been missing for 7 years. It's a first level feature in Zendesk: https://support.zendesk.com/hc/en-us/articles/203663316-Passing-an-email-to-your-support-address


(which isn't actually what this ticket was original about, but Freshdesk seem to erroneously merged https://support.freshdesk.com/support/discussions/topics/313281/page/2?url_locale= into this. thread)


Community Debut
  • alex_16980
  • Community Debut
  • Oct 17, 2019 5:18 PM UTC

Hey guys ,this feature is very useful, can Freshdesk bot be used to apply these commands?  

Community Debut
  • dovusmek35
  • Community Debut
  • Nov 9, 2019 1:42 PM UTC

I agree Alex,  Great services.


Many thanks.

hemanth.ramya
Contributor
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Hello Folks!


Thank you for your suggestions.  


At the moment this wouldn't be possible but we are happy to explore the possibilities of this feature being picked up. You can follow this space for any updates on the new features/enhancements from us.

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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