With thanks to Pooja in the original thread, I would like to request the following feature:
What
At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.
This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.
I would like a rule that can differentiate between responses from contacts who are in CC, and the original requestor.
Use cases
The requester CC’s a third party into the chain. This third party is not configured as a known third party inside Freshdesk (their relationship is to the customer, not to us).
The requester CC’s a contact from another company into the thread (perhaps they know each other). This company might also be our client. Again it would be helpful to have a means of differentiating between the original requester and the CC chain responses.