Raising support tickets for clients

Could someone look at actioning this please? 

A few check boxes on the create ticket screen to enable / disable the different customer notifications for this ticket would be perfect. 

There are lots of scenarios where the ability to select if new ticket notification (or in fact if any notifications) should be sent on a per ticket basis would be extremely valuable. We have items we want to raise internally, but still need them to be associated to the correct customers.

Regards

Paul

1) Go to Admin> Dispatch'r > New Rule
2) Set Condition As:  Source is Phone
3) Set Action As:  Send Email To Requester; You can enter your custom message in description.

Attached a screenshot for reference.

Hi Janani, 

This just takes it back to the same problem that makes it all set globally again and it's enabled for every ticket. Also means only admins can manage the rule and the rule based emails appear to be limited to text only (ie no html) and there is no way to add signatures. Unless you type manually again just in plain text.

The ability to control outgoing notifications on a ticket by ticket basis would be a really great improvement and step forward to avoiding too many emails going to customers. Which in turn tends to make people start to ignore them.

Cheers

Paul

Yes, We too need to be able to send a client an email from Freshdesk that they can reply to.

Example: Implementation of a Product.

Agent learns from Development that "X" has been set-up and now needs client review.

Agent previously would send email from their personal account for this, but this is a big support hole for us and is something we are trying to get away from. 

We want the agent to initiate the email from Freshdesk so the client interaction can be tracked and reassigned if needed. Thus the first contact on the ticket is from the Agent, and would have a normal subject line about the topic. I really need a way to make this happen.