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Loop people into a project

Related products:Freshdesk
  • September 4, 2013
  • 7 replies
  • 24 views
D
Apprentice

 My programmer uses a support system called BaseCamp and it allows the support desk to "Loop In" additional people on a particular problem. It's a temporary thing used for only one project or ticket. It keeps more than one person informed by email about the progress of a ticket. This is a great feature and would be very useful here at Freshdesk.

7 replies

J
Community Debut
  • jperry
  • Community Debut
  • May 17, 2016

Was this feature ever added? I'm looking to do the same thing as we no longer use BaseCamp  and are having a had time tracking Tasks for projects.

aravind.sundararajan
Skilled Expert
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Hello,


With Team Huddle, agents can invite fellow agents to get help on a ticket. Clicking on the Huddle icon on the ticket, opens up a conversation window wherein the agents can @mention anyone in the helpdesk to get some help. This triggers an in-app and an email notification for the agent who was invited to the huddle discussion.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • coreyc
  • Contributor
  • August 14, 2018

Hi  When I mention on Agent in Team Huddle, they don't get an email notification.  Any idea why?

aravind.sundararajan
Skilled Expert
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@Coreyc I see there are only two agents in the account. Did you try pinging the other agent in the Huddle? Can you please ask the agent to check if there are any mails in the spam folder?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • coreyc
  • Contributor
  • August 14, 2018

Yes I did.  And he did not receive an email, nothing in spam.  What email address does Huddle use for the email notifications?  Would it be the same as the ticket notifications?

aravind.sundararajan
Skilled Expert
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@Coreyc Yes, it'd be the same as the other notifications (your primary support email address). I ran a quick check on our logs and it looks like the email got delivered to your server but we have gotten back the responses as queued.


{"to_email":"j***.m******n@b******on.com","ip":"***********","message_id":"<9b5bce2c-e9df-4ea3-a0de-387c1af9a843.event-collector-3-db@email.freshdesk.com>","smtp-id":"<gyMmXxaBQfu5sAMTZ6tUFA@ismtpd0010p1iad1.sendgrid.net>","response":"250 2.0.0 Ok: queued as 1D31B10004C ","service":"EMAIL_SERVICE","event":"delivered","applicationId":1,"request_id":"9fee6562-8b99-48ed-9877-7d31c6933ea6","timestamp":1534205140}


Can you please check with your IT team on why the emails are being queued on your server?



Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • coreyc
  • Contributor
  • August 14, 2018

Ok looks like he had an Outlook rule setup and wasn't checking the folder where freshdesk emails are moved to...  


Thanks for your help.

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