+3As of today a specified user, agent or requester need to answer an email and with Ticket Id in subject line to get the answer threaded to the ticket. I would like to be able to send email from a workflow to a Requester Group instead and if one of them answer the answer will be threaded to the ticket. This would make it easier to generalize workflows as users tend to come and go while Requester Groups is more easy to maintain.
+1Certainly! It seems like you're aiming to streamline your workflow by enabling email responses from a Requester Group instead of individual users. This approach can indeed simplify maintenance as Requester Groups typically remain more stable compared to individual users who may come and go. By setting up your system to recognize responses from any member of the designated Requester Group and thread them to the corresponding ticket using the Ticket ID in the subject line, you can enhance efficiency and flexibility. This adjustment can facilitate a smoother workflow, especially in environments where user turnover is frequent.
+3Unfortnately is this not supported by Freshservice. The system just recognize individual users...
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