How do I send emails?

The resistance to add this feature made us look to and implement another feature.  If something so basic is so difficult to get changed, I can't imagine sticking with this solution.  

@cglow - what product are you using now? I am still looking for a good solution but I always find something I do not like :)

Is there already some news about ETA of this feature guys?

Hello everyone, 

We're positive about getting this feature out by end of this year. 

Please bear with us until then. 

Anna

That would be great, thanks Anna. Please keep us posted.

yes :) thank you

end of this year ? this is a complete joke 

( I read that we have to create a ticket and so the prospect will receive "hello you have a new ticket" = go to SPAM directly )

I signed for one year cause I found your app with a lot of good features ( coming from desk.Com ) but OF COURSE I never check out if we can send emails ( you don't guess why ? cause if I am going to a restaurant I can eat ) which is for me and I think for ALL your users , not even a extra feature for a so call "help desk application", but a complete standard feature,  it is like you have a phone but you cannot call !!! , this is completely insane , I read all the posts and what I saw is that since 3 years no changes ? if it that I cancel my account tomorrow and hope to get my money back 

I'd like to add my vote on this feature. 

This feature is absolutely necessary!

Absolute necessity as a function, even in the basic package.....what happens if we have to take the helpdesk down? Not just because of Freshdesk downtime but section downtime? Just so they don't wonder why we go over the 2 days we have on our SLA? or Wonder why they don't get a reply?

This missing feature is exactly why I still haven't chosen freshdesk.

We are an ecommerce company and of course like any other, we initiate many contacts through email, with customers, suppliers, or partners.

What is the problem ? Can't a ticket just be created once the customer replies to the email ? I guess that is what would happen if an email is sent from a third party email client right ? Why not just add this feature in Freshdesk through a simple "Send Email" button ?

After-all Freshdesk is a customer support tool right ? Isn't sending an email to a customer part of customer service and support ?

Please consider this, as lots of people are expecting this feature.

Thanks

any update please ? :)

This is still in the works. We don't have an ETA on this as yet. I'll let you know once we have more updates.

Disappointing!

Previous page, 4 months ago: We will be pushing this feature to development sometime this quarter. The feature should be released by sometime in Q4.

Previous page, 2 months ago: We're positive about getting this feature out by end of this year.  Please bear with us until then. 

We are really waiting for it...

+1

Hi Abishek,

Is this feature in active development? Will we see it very soon?

We really need to see this feature as well. We moved to Freshdesk from a proprietary system that had this capability, and it's the number one complaint on my team regarding their new workflow after moving to Freshdesk. I'm having to pull developers off of non-support projects to work on a way to build an integration between our system and Freshdesk so we can have this functionality, which we use dozens of times each day. 

We understand the use case and need for proactively contacting customers. We are committed to offering a solution for this issue. We had started planning work on this feature but we ran into some issues with how this affects other parts of the product and are currently working through those issues. Let me list some of the issues here and if you guys can shed more light on it, it would be great.

SLA

1. When does the SLA for these tickets start? i.e on ticket creation or upon first response of customer?

2. Does First Response SLA matter for this tickets?

3. Do these tickets count towards received tickets in reports?

4. Do you send user activation emails for these tickets?

We are still internally working to resolve these issues and any help from the community would be appreciated.

@Abishek/p>

1. Upon first response, the SLA is customer agnostic

2. No

3. No

4. No

In my opinion you should keep in mind that this feature should be usable without all other features Freshdesk offers. We for example do not use the forum or SLAs at all, we just want to send emails.

@Abishek/p>

My response is much like Richard van Laak's:

1. SLA is not as crucial on out-going emails, although in our usage, having the ability to apply SLA to first response from customer would be a bonus.

2. No

3. No

4. No

I agree are: keeping this feature at least somewhat separate from the full suite of features -- we're not using the forums or solutions, for example, although we are using SLAs. We would be using this feature primarily to make contact with our account holders who are in need of guidance on policy (proactive support) or are facing penalty for TOS violations, and need to be advised of the process.

@Abishek/p>

I agree as well:

1. SLA is not as crucial on out-going emails, although in our usage, having the ability to apply SLA to first response from customer would be a bonus.

2. No

3. No

4. No

I really need this feature too!

Same here!

1. SLA is not important at that moment. Start the SLA timer when the customer responds.

2. No

3. No

4. No

This is basic functionality. Lot's of our customers ask us to send them a quote, or an email. Now... we just can't initiate a conversation...

Add me to this list of people wanting this feature.  We are ready to purchase Freshdesk now, but 80% of our communication originates from us.

and in response

1. First response.

2. no

3. no

4. no

1. First response.

2. no

3. no

4. no

1. First response

2. no

3. no

4. no