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Per Group From email address for new tickets created through New Email/Ticket

Related products:Freshdesk
  • March 14, 2018
  • 8 replies
  • 78 views
T
Contributor

When an agent creates a new ticket by using the New Email or New Ticket menu, the From email address that is used in the outgoing email should be based on the Group selected ( if any ).


This means that in the configuration of each group ( say https://blahblah.freshdesk.com/groups/43218765/edit ) there should be added an option to select one of the emails from the 1st column of the table at https://blahblah.freshdesk.com/admin/email_configs ( say support@blahblah.com ) as the From for New Emails / New Tickets or use the default if none is chosen.


As it is now, all New Email / New Ticket tickets are created with the default email as From.

8 replies

aravind.sundararajan
Skilled Expert
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That's definitely a great suggestion,Thanos. As of now, we don't have an option to configure an email address in the group setup but under Admin -> Email section, you'd be able to associate a support email address to a group. We can make use of this config and create a custom app   to achieve the functionality -> Agents will choose the group in new ticket/outbound email page and the From address would be chosen automatically. 


Cheers!

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T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • March 15, 2018
Dear Aravind, kudos for the fine job you are doing with the forum.

In my case  I have only a few incoming email addresses and a greater number of groups. For example, my technical support is 3 groups for tier-1 ( 1 for the regular shift, 1 for the on-call supporters and 1 for the regular shift of the overseas support center ) plus 1 tier-2 and 1 tier-3 group, each with their business hours and SLAs. I begin routing new incoming emails by directing emails to our technical support to the tier-1 regular shift group ( the Admin > Email setting ) and then use Dispatch'r rules for assignment to the rest of tier-1 groups based on their business hours. Tier-1 then escalates to tier-2 or tier-3 or even to other groups ( for internal teams like development ). However, I want all those technical support groups plus some of the groups for internal teams to send outgoing emails using the technical support address as a from address.

A custom app might be the way to do it ( with a mapping of groups to outgoing emails ) but I haven't found out a way to do it. Looking at the source of the new ticket page, I don't see a place where I could set an outgoing email address.

 

T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • March 15, 2018
And, while on this topic, besides being able to set per-group outgoing email addressees it would be nice to also be able to set per-group bcc-addresses ( and use the default at Admin > Email if none is selected ). I know this should be a separate request but I think it fits the "per-group email customization" theme.
aravind.sundararajan
Skilled Expert
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Thanks,Thanos.Per group BCC would be beneficial but that's not on our immediate plans for now. We'll evaluate the request and see how high it is ranked amongst the other planned features.


To summarise your actual requirement, you'd not want the FROM email to be modified even if the ticket traverses across different groups in the helpdesk. So, if a ticket is sent to support@yourcompany.com , no matter which group responds back, the agents should not be able to change the value of the FROM email ie. disable the FROM field from being editable by agents . This would be case when it comes to replies for incoming tickets.


With respect to an outbound email , it is initiated by the agents and hence they would have the liberty to choose the FROM email address and we don't have to modify this behaviour.


Let me know if I have understood this right.


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.
T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • March 16, 2018

Obviously, I have not explained my case well.


I do NOT want to disable the FROM field from being editable by agents


What I want has to do with the case where an Agent creates a New Ticket ( https://blahblah.freshdesk.com/helpdesk/tickets/new ) or New Email ( https://blahblah.freshdesk.com/helpdesk/tickets/compose_email ) from the web interface menu. What I would like is:

1) If the agent selects a Group, the From email address should be set to what is configured for that Group at Admin > Groups ( a new configuration option ).
In case there is no From email address configured for that Group in Admin > Groups, the default set in Admin > Email should be used.
Note: This applies mostly to the case of a  New Ticket where the agent cannot select a From address. However, in the case of a New Email, although the agent can currently select the From ( and I want this functionality to remain ), it would be convenient and help avoid mistakes if From was filled-in automatically, based on the Group if the agent selects a Group before selecting a From.

The alternative ( or complement ) to the above is to add the From option to the New Ticket form.

2) If the agent selects a Group, a BCC email address should be added according to what is configured for that Group at Admin > Groups ( a new configuration option ).
In case there is no BCC email address configured for that Group in Admin > Groups, the default BCC set in Admin > Email should be used ( if there is one ).
Note: I cannot currently set a BCC either for a New Email or for a New Ticket.

If per-group BCC for new agent-created tickets ( as per above ) is implemented, the same logic of per-group BCC should also be used for replies/forwards.

The above mechanism of per-Group default From/BCC could also be used for new tickets created via the API.

Whether to automatically change the From for replies/forwards when the Group changes could be a global configuration option.
L
Contributor

agree - we also need the ability to set the "From" email address for replies/forwards when creating a ticket manually (ideally also the ability to set the "From" email address as part of the Ticket Template feature).  Would save our agents a ton of time.

M
Apprentice

+1 for Thanos' #1 idea for default (automatic)  outgoing email designation at the group level.  was just on with a support engineer and he suggested we check this out.  will report back:  https://apps.freshdesk.com/email_configuration_app/


R
Apprentice
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This would be a good addition.

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