It would be great to see an Outlook App or Add-on that allows a user to select an email within Outlook, click "Add to Freshdesk" and be presented with 2 options:
- Create New Ticket
- Add to Existing Ticket (with a further dialogue allowing you to select current open tickets for that requester)
This would allow all e-mails captured or sent outside of Freshdesk to be directly added into Freshdesk.
The current situation for adding additional e-mails already sent from outside of Freshdesk is to forward the sent e-mail to the helpdesk which will create a new ticket, a new ticket notification to customer (unwanted) and then agent interaction to undertake the matching and manual merging of the ticket to an existing open ticket.
Thanks!
