+3HI all!
Nowedays hen the customer writes to the email, an email notification is sent to him about the creation of a new ticket. When the agent responds to the ticket, a new email is sent. So user get two emails of one ticket.
We get a lot of requests from customers who complain about this. I believe that automatic email notifications and all agent responses should be sent in one email chain.
Hi
Welcome to Freshworks Community!
I had this test and as a result, all system updates and replies are included in a single email thread or conversation. Thus, the end user can see the entire history of their support ticket in one place. This approach works only when the “Ticket Resolved” email notification is enabled under Admin → Email Notifications → Requester Notification → Agent Solves the ticket.
If the Ticket Resolved email is configured in the automation, by default alert emails are sent through the Global Support address.
Sample:
Regards,
Aarthi
Product Consultant- Freshdesk Omnichannel
+2Hi
Welcome to Freshworks Community!
I had this test and as a result, all system updates and replies are included in a single email thread or conversation. Thus, the end user can see the entire history of their support ticket in one place. This approach works only when the “Ticket Resolved” email notification is enabled under Admin → Email Notifications → Requester Notification → Agent Solves the ticket.
If the Ticket Resolved email is configured in the automation, by default alert emails are sent through the Global Support address.
Sample:
Regards,
Aarthi
Product Consultant- Freshdesk Omnichannel
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