The Auto E-Mail functionality within Freshdesk is a simple Off/On.
An improvement should be made to the functionality to allow you to select which ticket ‘Groups’ (or other ticket variables) the Auto Email functionality can work on.
The Change will allow Auto Email to carry out First Response on non critical cases, customers without contracts SLAs and engineers to handle manually tickets that need a more human touch.
In it’s current form the feature is very limited
+8Greetings
I understand your question about automatic email notifications. When toggled on, these notifications will be sent to all customers with all tickets, so selecting specific groups or types to receive them is not feasible.
However, a workaround is available to set up an automation to skip email notifications under certain conditions, such as contact, type, ticket fields, and groups. I have provided a screenshot for you to look at. Could you try implementing this workaround?
Thank you.
Sujitha Dhanaseelan.
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