How do I send emails?

1. We don't want people to receive "ticket created' notifications when they create tickets by emailing our helpdesk (they'll get a reply from one of our agents soon enough anyway and these notifications just create noise/confusion)
2. We do want people to receive "ticket created" notifications when we create tickets for them... so that we don't have create these conversations in two steps (create ticket + reply).

This would be a seriously helpful feature to implement.  We are attempting to become significantly more proactive with our customers and having this ability to initiate conversations rather than merely field external requests is the missing link in this equation.

We have implemented a relatively crude workaround in the interim:

• create a secondary "customer service-only" email address for your agents that is completely separate from their everyday email.  For example:
• primary: "johndoe@yourcompany.com"
• customer service:  "johndoeCSR@yourcompany.com".
• edit the reply-to address for the "johndoeCSR@yourcompany.com" address to point to your freshdesk support email (ie: "customersupport@yourcompany.com").
• Any reply-to response to that specific email address should hit your freshdesk and be inserted into the normal workflow where you can handle all sequential communications from within the platform.

 Please add another vote for this feature.  It would be very helpful to be able to send an email to all customers of one company and in some cases to all customers of all companies without creating a ticket.  I am presently in the process of on boarding my customer base, this feature would be extremly helpful in guiding and encouraging the use of this system.  Thanks... Chris

"We are currently working on integration with a few external mailing applications, that can be used to trigger Bulk Emails with your Support Email Address or Contact details, although not an exact requirement that you've posted, but this can partially help solve the requirement."

Hi

We've already implemented integration with Mailchimp/Constant Contact/Campaign Monitor, which you can use and Send Bulk Emails

Apart from these, Creating a New Email from Freshdesk is not possible, because it comes to like COMPOSE feature.

Although our Automations now support Subject fields, so you can edit the Subjects and Send a New Email reply from Freshdesk.

PS - When you use the SUBJECT FIELD, if the TICKET ID is removed from the field, whenever the End users reply, New Tickets will be created

regards
Vijay

Hi Vijay, 

I want to add my vote to this feature. If you read through all the responses (as I have done) you will see that Bulk Email is not the solution. The use case here is to send out a single email to a single user and for this email to be a ticket in Freshdesk so that when the user replies their reply goes into the ticket. Basically it is exactly like your New Ticket screen except that It must send an email to the Requester. Not send them a notification. Send them the actual ticket message. 

Hope you can add this to your product roadmap. It would be hugely useful for proactive support. 

M

This would be a very helpful feature for us as well.

Hope it will be come available in the near future.

Kind regards

Morten

Hi Guys

As mentioned earlier, we do not plan for a COMPOSE option in Freshdesk now. This is not in our plans itself. We don't want to change the functionality of a Helpdesk/Support system

As a workaround, I would suggest, to create a Dispatch'r rule, where Source is Phone - Send Email to Requester as action with placeholders like Ticket Description. Also in the Dispatch'r subject, no need to include the Ticket ID or so. Now, we support ID Less Tickets, so even if the end user replies back, it will be added to the same Ticket as conversation.

Regards
Vijay

Not that it sounds like it matters at all since Vijay was pretty clear this is not going to happen, but I ran across this thread as a prospective customer that is researching different solutions.  I thought I would provide my feedback for whatever it's worth. 

I was very surprised that this simple functionality is not a part of freshdesk.  The lack of ability to create/compose a new email to a customer is a big enough reason to make me cross FreshDesk off our list of choices.

It saddens me that this a functionality that you do not intend to offer, this is a critical part of customer interaction that is oddly absent from your service.

Really this is a huge omission. I actually rejected Freshdesk as an option 2 years ago because of this feature alone. I'm now back and have decided we will just work around it, but I really don't see how adding the ability to send a new email that obeys existing signatures etc in place compromises the fact that it's a helpdesk. 

The Dispatch'r rule workaround is a bit crude. As an example, I can't see any way to get images in there, so our signature for new emails is different to replies. Also the agent name often get's left out, as if the agent forgets to assign the ticket to them, the agent name variable will be ignored. This is due to Freshdesk agent name variable being the name of the assigned agent NOT the agent sending the email.

It's a totally frustrating situation, we will continue to work round it but it will continue to annoy me no end.

Same here...

Yeah basically we turned off all automatic e-mails to the customer because we couldn't control when the new ticket notification went to the customer. We don't want to send them a new ticket was created email every-time we initiate sending them an email.

We have decided to change services due to this issue.  While we found Freshdesk good at what it did do, what it didn't do was ultimately more important.