How do I send emails?

Hi guys,

You'll be glad to know that we have the Beta version of the Compose Email feature that is ready to be rolled out. We are starting out by enabling it only on the accounts who had asked for this feature on priority.

The below attached solution article should help you understand the feature better. Once you have the feature tried out, please do let us know of your feedback regarding the same. Also, if there is anything else that you would like to know regarding the feature, you can always write back here or drop in a ticket.

https://support.freshdesk.com/support/solutions/articles/211974-sending-an-outbound-email-

If you guys would like to have the feature added to your account as well, please do drop in an email to support@freshdesk.com

Regards,

Bharath

Hi, Please add us on that beta testing, Thanks

Love to give the Beta a test run.  I think our guys will give you some good feedback.  Please could you enable it for us?

Many thanks

Thanks for your interest in the feature guys.

We will enable the feature in your respective accounts and will keep you posted.

Hi,

I was about to cancel our trial version after 3 days looking for that feature. Could you please add it to our account too. We can test beta version and give you feedback as we just moved from competiton to your solution.

Cheers,

Nico

Hello Dennis and Bradley,

The compose email feature has been enabled in your respective freshdesk accounts. 

Please feel free to reach out to us for further clarifications. 

Hi Manoj,

Thank you for enabling this nice option. I'm working with this now and it works like expected. Simple and easy.

Thanks!

Is this planned for September release? if not, can we also have this turned on in our account?  We have struggled with this lack of feature as we are using this for email support.  

I have had a ticket open for 11 days waiting on this feature to be activated on my account.  

@Manojhow about ours?

Hey Guys,

Please give us sometime, We will have it enabled in all your accounts and will update. It is taking time since we are going it in batches. 

@Nicolas, The feature has been enabled in your account.

@Michael@Chris@Heather@Tom The feature has been added to your respective Freshdesk accounts.

Please refer to the article below for instructions on suing the feature.

https://support.freshdesk.com/support/solutions/articles/211974-sending-an-outbound-email-

@ManojTNX checking it now.

@Manoj

Thanks. Confirmed it is on my account and is working.

Chris

Slight bug :

When using the New > Email button it is not inheriting the properties from the email settings : 

It sends it from the personalised agent ID, rather than the one set up in the Email settings.

Can I customize the initial status on hold instead of closed? Otherwise every outbound email sent a satisfaction survey is sent simultaneosly

Can I have the "outgoing email" function added as well?

Jason

Are we able to use Canned Responses in this New Send Email feature?

We are testing this great feature. But I've ran into an issue I think.

Situation 1:

1. We send out an email

2. De receiver of the email is out of office and is sending back an auto-repy message

3. We never ever receive this message, so we wait... and wait...and wait for an answer of that customer...

Situation 2:

1. We send out an email

2. The receiver does not exist (we did make a type in the addess for example)

3. We never ever receive this error messages so we do not know we've made a mistake.
4. Customer unhappy... we have no clue.

I think this is because the Return-Path is not our support address but something like part of the receivers email address and @email.freshdesk.com.
We will never receive out-of-office or error messages this way.

I've now had this added, and it's great however missing the 1 key thing I really needed as per my above comment.

Can you please enable the Canned Responses and Solution inserter buttons as well just like a reply to a ticket.

Many thanks.

Thank you for taking the time to giving us feedback everyone! Truly appreciate it!

@Alessio - Satisfaction Surveys are not appended at the end of compose email. Also, "ticket closed notification" will not be triggered either. Only the content typed out in description will be sent to the customer.

@Matthewand Karen - Thanks for pointing this out! If personalised agent id option is disabled, the outbound email will now be sent from Email Config's name instead of the Agent's name.

@Carl Karen and Dennis - We are working on canned response, solutions and delivery failure notifications. We'll keep you guys updated as we near completion.