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Customer sends from a generic Mail which will be forwarded to the exact Email ID by the Agent when he starts working on the ticket. Now, requirement is to send reminder to that forwarded Email ID prior to closure of the ticket. Now, with the current automation, able to send reminder only to requestor but in this case the Email ID is the forwarded one. Possible?

Hi Vinoth,

 

Welcome to Freshworks Community :)

 

You mentioned the mail is forwarded to the same customer, instead of replying. In case, the agent simply replies - plenty of email notifications under Admin>Email Notifications>Requester Notifications can be added to remind the customer. However, for an address to which you forward the ticket, it is not possible to set this up and forwarded addresses are viewed as third parties added to the tickets. This is also why replies from a forwarded email come in as a private note on the ticket.

 

In case you wish to take this idea further, we currently have moved the Ideas as a separate category in our Community. Access the Ideas forum and navigate to the section you want to submit an idea and suggest developments and also dive deep into the intellections of our Freshdesk community.

 

Hope this helps,

Cheers!

 

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