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How do I send emails?

Related products:Freshdesk
  • April 7, 2012
  • 130 replies
  • 151 views
Show first post

130 replies

A
Contributor
  • abishek
  • Contributor
  • January 14, 2015

There seems to be a unanimous agreement here. Now we have to figure out how this can be achieved. I will get back to you soon with some updates.

K
Community Debut
  • ks.chong
  • Community Debut
  • January 16, 2015

1. First response

2. No.

3. No.

4. No.

P
Community Debut
  • pieter.thewis
  • Community Debut
  • January 21, 2015

Hello,


Is this feature available now ?


N
Community Debut
  • niels
  • Community Debut
  • January 27, 2015
I would be very happy to have a email fuction in Freshdesk! Don't understand why it's so hard to make an easy fuction as email....

 

U
Contributor
  • urban
  • Contributor
  • January 27, 2015

We also urgently need this function! It seriously can not be any trouble for your guys to implement it soon.

C
Community Debut
  • cmoeller
  • Community Debut
  • January 30, 2015

Hi, we have faced this, as well - we need to initiate outgoing tickets to customers. We have a wordaround in place, kind of like the one proposed on https://support.freshdesk.com/support/discussions/topics/5668/page/2


Instead of a new Type field value "Outgoing mail" we added a new custom helpdesk field (a checkbox named "Send outgoing mail to customer") and setup a dispatch'r rule to send a mail to the requester whenever this checkbox is enabled and status is "Open" (so the mail does not get sent again in other statuses). As mail subject we use {{ticket.requester}} and {{ticket.description}} as mail body. This works, with one cosmetic problem: Our agents at the moment need to manually set the status to "Waiting for customer response", afterwards, so everything is nice and clean in the lists. This, of course, could be solved with an additional supervis'r rule to set the status on the open tickets with the field selected. We'll try that next.


Workaround, but saved a lot of hassle here.

A
Community Debut
  • administrator
  • Community Debut
  • January 30, 2015

Some emails go to the client and some others done.

M
Contributor
  • matthew_12159
  • Contributor
  • January 30, 2015

Christoph Möller - it is a workround but totally unacceptable given the amount of money all of us spend with Freshdesk and I just can't fathom the fact that no one though tit would be one of if not the must fundamental feature(s) of a customer support portal.


All I can ask is, what were they thinking?

D
Contributor
  • dennis
  • Contributor
  • February 24, 2015
What is the status now?

 

N
Community Debut
  • niels
  • Community Debut
  • March 2, 2015
Status please...

 

A
Contributor
  • abishek
  • Contributor
  • March 4, 2015

We are still working on a solution for this at this time. This feature requires us to rework a lot of things within our app and this is going to take some time. Please allow us some time to figure this out and I will update this thread as we have more information.

D
Contributor
  • dennis
  • Contributor
  • March 5, 2015

Some time?

3 years is not 'some time'...



M
Contributor

I think this points to a fundamental failure in how FreshDesk views a companies relationship with it's customers.

The lack of feature I can forgive, the fact they haven't realised how fundamental this is to CRM has now made me look elsewhere.

R
Community Debut
  • rvanlaak
  • Community Debut
  • March 5, 2015

Same here Matthew...

A
Contributor
  • abishek
  • Contributor
  • March 5, 2015

While the feature was requested 3 years ago, we only recently started working on it. We are constantly working on updates to the app. You can have a look at the forum here to take a look at the updates we have pushed out over the past couple of years. We take up features based on customer requests and priority. Currently, this feature is on top priority and I assure you that we are looking into it. We want to bring about a permanent solution to the problem of proactively reaching out to customers. I hope you will support us while we find a solution.

E
Apprentice
  • erik
  • Apprentice
  • March 13, 2015

Hi Abishek,


Good to hear you're working on it!


Maybe it helps to explain a use case to you.


Sometimes an issue arises which should be fixed. This can be noticed by the customer, but it can also be noticed by us. When it's noticed by us, we need to initiate a ticket to the customer. The customer should receive this ticket as a fresh email containing the content we provide (not only a link to the web interface, but a real email with real content).


Use cases for this are:

  • hacked websites noticed by us
  • disks of servers filling up
  • high load on servers
  • etc etc
All these use cases should be handled within the ticket system. Tickets can't be closed until the issue is resolved.

Hopefully this will help you design this feature!
T
Community Debut
  • techcore
  • Community Debut
  • June 9, 2015
We have need for this feature as well.

 

D
Contributor
  • dennis
  • Contributor
  • June 10, 2015

When? Please tell me when...

T
Community Debut
  • timo_12756
  • Community Debut
  • June 30, 2015

Any news? Last update about 4 months ago...

J
Contributor

Hi Dennis and Timo,

We'll be rolling out a beta version of compose email by July. 

N
Contributor
  • nick
  • Contributor
  • July 1, 2015

Do we have to apply to be part of the beta or does everyone get it?

K
Contributor
  • kweeks
  • Contributor
  • July 1, 2015

Hi Janani,


Can we have the beta version when it comes out please?


Its the 1st July now :-)

D
Contributor
  • dennis
  • Contributor
  • July 1, 2015

I'd love to beta test this!


J
Contributor

We'd love to enable it for all of you! :) But we want to be absolutely sure of our results before proceeding with the next steps. Since compose email involves alterations to several metrics like resolved tickets, FCR, agent interaction, SLA for response, etc. we will be inviting more customers to participate in the beta based on feedback from our initial set of customers.  Thanks for understanding everyone.

T
Community Debut

I need this BIG TIME! Put me on whatever list it takes to get this!


Ben

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