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Reply to someone other than the reqeuster

Related products:Freshdesk
  • October 6, 2015
  • 10 replies
  • 26 views
R
Contributor

It will be really useful if you can reply to anyone from the ticket rather than the requester because only reply to the person who raised the ticket when sometimes you want to reply to someone else who has updated the ticket and not CC them as they have asked a question that you want to reply to and the requester doesn't need to be included.

10 replies

T
Apprentice
  • tphipps
  • Apprentice
  • February 3, 2016

I would also like this. Sometimes our customer service reps put a ticket in on behalf of another person.

J
Contributor
  • jon.mcnamara
  • Contributor
  • July 5, 2016

This is certainly useful when having a conversation with a 3rd party.

J
Community Debut

I'd really like this function as well. There is no way to easily respond to 3rd parties. 

J
Contributor
  • jmayhew
  • Contributor
  • July 6, 2017

Give Forward a try.

J
Contributor
  • jmayhew
  • Contributor
  • July 6, 2017

Give Forward a try.

J
Contributor
  • jon.mcnamara
  • Contributor
  • July 7, 2017

The problem with forward is it doesn't always include the 3rd parties original reply.


The other issue is notes cannot be forwarded either. This makes it difficult to reference the original test, especially after merging a duplicate ticket created because you originally forwarded to a shared mailbox and an individual has replied which generates a new ticket - infuriating!


Freshdesk should be clever enough to know it's about the same ticket and append the reply as a private response to the forward, which can be subsequently replied back to.

D
Contributor
Forum|alt.badge.img+2
  • david.sugg
  • Contributor
  • July 10, 2017

I like this idea as well.  

T
Contributor
Replies and forwards to private/public notes can be added with a freshplug: in https://support.freshdesk.com/support/discussions/topics/313053 I just uploaded one derived from the one I am currently using and it should be visible when Freshdesk approves my post.

BTW, I would really like to see Freshdesk implement the following 2 things:
  1. Introduce forward & reply functionality for private/public notes so that users do not have to use hacks like that freshplug.
  2. Introduce per-group BCCs ( in addition to the, existing, global BCC )
E
Community Debut

It would be great replying to additional persons than the original requester.  Sometimes the requester has assistants that wants to receive the reply message.

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi,


As JConner pointed out, forward can be used as an option to converse with a 3rd part user ,particularly when  you don't want to expose the details to the actual ticket requester. This works perfectly as the reply from the 3rd party will be appended as a private note and now, we even have the option to reply back to the private note ( imagine 2 parallel threads on a ticket ) 


Considering the case where the replies might come in from an individual user ,when the original email was forwarded to a shared mailbox, Freshdesk would thread the emails automatically if the user is listed under the same company as the shared address.


Cheers!

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