Skip to main content
Closed for Voting

Use Outlook to send emails?

Related products:Freshdesk
  • January 25, 2018
  • 1 reply
  • 26 views
R
Contributor

Hi,


Is there any way to use Outlook to send and reply to tickets easily?

eg. ticket comes in to support/Freshdesk, then an email of the ticket gets sent to me, and I can reply directly from that?


I often work on a few jobs at once and have a couple of emails open as I work through them, getting info from it and writing the replies as I go. This is not very streamlined when using Freshdesk as the main interface.


Also, I find it very limiting when I am used to using lots of the features in Outlook. Tickets are taking longer to answer as I often use screenshots, circle the relevant sections on screenshots, tables, and the file:/// hyperlink.

If you Add a picture or attachment then you can't do anything else. Can it let you continue typing while it does this?


Thanks!

1 reply

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

Hello Rohan,


 By default, agent replies to notifications will get added as a public note on the ticket. This would in turn trigger a notification to the actual recipient from Freshdesk with the note content. Please make sure that you've turned on the Agent adds comment to a ticket notification under Admin -> Email notifications -> Requester notifications section.


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.
Terms of UseAccessibility statement