How do I send emails?

@JasonReedy what did you all change to?

We switched to Helpscout.  It handles email/phone call support excellently, though lacks a lot of the bells and whistles Freshdesk and similar services offer.  

Any news on this? I don't understand how this would change the whole functionality of Freshdesk? Rather this just would be one more feature which clearly has great demand among users. And it's crucial for some companies.

OMG I thought I was alone...Yes YOU REALLY NEED TO GET THIS FUNCTIONALUTY GOING SOON because all conversations need to be recorded in the ticket.  Its VERY annoying to use the forward option because it never details the ticket trail.  I work with external vendors to resolve many of our local issues so there must be a way for me to reply to my vendors in case they respond to my calls for help..also we should be able to do an email tussle using that same ticket number on the background without bothering the actual client because all they know is that their system is broken and it needs to be fixed.  

Definetely I do not understand why you don't want to haev a feature where a CS representative creates a ticket and the content of the ticket description is sent to email address added to the list. I've also being using the system as if this function were there! This is not about mass emailing (e.g. integration with mailchimp) is about managing all CS communication from within the same tools and being able to follow all conversations. If you have an issue with mass mailing from mailchimp, I think you can impose a limit on the number of recipients.

It's funny.  I came back because this Alec character at http://foliovision.com/2013/08/helpscout-review-freshdesk seems to think sending a new email is no big deal.  So, I went ahead and signed up for a trail account and -- as everyone else on this thread has said -- it does not seem to be possible (except for Alec).

So, if a customer contacts us first we can reply.  But, if we want to be proactive and contact a customer about something we are out of luck.

This is such a major failure.  I really like the look and features of Freshdesk, but I guess we'll stick with Helpscout which allows us to have proactive support.  

1. Created a new value for the "type" field (let's call it "Outbound email")
2. In dispatch'r created a rule as follow
2a. Condition: type is "Outbound email" (or wahtever was chose at step1)
2b. set Actions as: Skip New Ticket Email Notification + Send email to Requester. Subject of the email set to: [#{{ticket.id}}] - {{ticket.subject}}. Content of the email set to
{{ticket.description}}
When I need to open a ticket and send email - I just need to select type "Outbound email"

This way user gets the content of the ticket and does not receive any ticket creation email. Once user replies, the response is attached to the ticket (for this to work you need to have [#{{ticket.id}}] in the email subject).
I think this solves most of the cases.

Fabio, thanks for the update, but that is simply not a solution (for us anyway).  

First of all, there should not need to be a 5 step process to correspond with a new customer.  That's just insane.  

Second, we have no intention of ever displaying or showing a ticket number to our customers.  As far as they know, they are communicating with another human via email.  They are not a ticket number.

Third, until Freshdesk understands that support is a two way street and not all about the incoming tickets, we refuse to consider this as a solution.  The idea that it's being used for "mass email" is just ludicrous.  

Hello everyone, we also need this functionality. I think it is really necessary. But the problem will manage responses to emails sent directly via Fresdesk? There is a risk that there was confusion. I think Kayako has that opportunity. I prefer FRESDESK far. Too bad there is no such possibility!

JP COCHET

CADILLAC SA FISKOBEL

Good to hear this Abishek, it would be great if we can start using Freshdesk as a total replacement of our mailbox. Many companies are facing the problem of one mailbox for multiple users.

Can you confirm the following workaround for now?

1. Create Dispatch'r rule
   
2. Condition: source is phone
3. Action: skip "new ticket email notifications"
4. Action: send email to requester, with subject = {{ticket.subject}} and body = {{ticket.description}}

Fabio's solution works great. However, we can only send outbound emails from one unique email address. Dear Freshdesk guys, I think this feature should be on top of your list...
A good customer service doesn't wait for its customers to email about their problem. We need to be proactive and email first. Freshdesk is more meant to be an IT helpdesk platform at the moment rather than of a proper customer service platform.

Definitely let us know ASAP when this is implemented.  This is one of the biggest failings with Freshdesk's current offering.

So I've been talking to Freshdesk support and there is definitely a work around in the "Garden Plan" which means 29$/agent/month.
Amongst the features you have access in the Garden plan, you got one called "products".
What you gotta do is to create a minimum of 2 products and insert your email addresses you wish to send from.

If I take my example, we have a French customer service and a UK customer service (so 2 products):
I want to email french customers with my french customer service email (product 1)
Or
I want to email UK customers with my UK customer service email (product 2)


Once you set up Fabio's rule for outbound emails :
----

1. Created a new value for the "type" field (let's call it "Outbound email")
2. In dispatch'r created a rule as follow
2a. Condition: type is "Outbound email" (or wahtever was chose at step1)
2b. set Actions as: Skip New Ticket Email Notification + Send email to Requester. Subject of the email set to: [#{{ticket.id}}] - {{ticket.subject}}. Content of the email set to
{{ticket.description}}
When I need to open a ticket and send email - I just need to select type "Outbound email"
-------
Before clicking save to send your new ticket to your customer, simply select the right "Product". That's it.

Hope this helps,

Cyril

Hi Cyril, we think it is even easier and also is possible with the free plan.

Use the Dispatch'r and use "source is phone" as condition. When a ticket is created manually, Freshdesk automatically thinks this was because of a phone call.

Create an action "email to requestor", use {{ticket.subject}} as the subject and {{ticket.description}} as the main text.

@Richardvan Laak I thought about that too as a good idea, but that doesn't unfortunately work for us. A lot of support tickets come in for us through the phone, but the customer does not want to be bombarded with emails everytime he calls in. Hmmm needs some more thought on this

Thanks Richard for the feedback.
Good one! Maybe I missed something but how about the choice of sending an email from the desired support email address in case you have many? I think that Freshdesk uses your Primary support email address to send emails to requestor. (the one that is set by default)

Hi Cyril, good point and that exactly is the thing that Freshdesk should fix. When a agent replies on a ticket, there is a dropdown where "from" is shown. This dropdown should also be added to the "new ticket" page.

And... the black save buton should have an extra option, like "save and email to customer" so the Dispatch'r rule isn't needed anymore.

Agreed!

A problem with the Dispatch'r workaround is that the outgoing email is not sent to the global bcc address.

In our case we use the bcc address to send outgoing email to our email archive service.

Freshdesk, is there an ETA for this feature yet?

I am also using workaround with dispatcher but I also need to add canned response to new tickets :( Please Freshdesk add a mail function - A lot of other helpdesk system has it (helpscout,supportbee,zendesk, etc.)

I do not want to switch. 

It's been 2 years this thread is opened and I don't think they're ready to make an update regarding this. I'm not sure they don't realize they will lose customers that way. My company will move out from Freshdesk at some point, only because of this major missing feature... That's a shame as this environement has a lot of potential to maintain a good customer service. Not being able to email a customer for the first time from any support email address is a big NO...

We will be pushing this feature to development sometime this quarter. The feature should be released by sometime in Q4.

great news, please keep us updated with progress - I can also test it if needed.