When you forward emails, an option to be able to forward to groups would be very handy. In our business we need to alert various members about certain customer emails.
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Email forwarding to Groups
Andrew,
We also have this situation. In our case, our Devs are not using Freshdesk. We forward the tickets we get to the distribution group we have set up in Outlook. We then also copy the main developers who will respond.
Keep in mind that if they are listed on the CC of the ticket, their replies are added as a private note. If they are not listed on the CC, as in the members of the distribution group, and they reply, Freshdesk will create a new ticket. You'll need to merge those tickets together manually.
Good luck!
Trace
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