Closed ticket - Automation

Hi @Moshe Nitzani 

Is the other email address you want the bcc to go to another agent?

Rob

Try this. Replace test@test.com with the email address of the person you want to BCC to.

Hi RobL

Thanks for the suggestion.  The ‘slight’ complication is that the email message sent to the additional address, must also contain the Requester’s email address because the system receiving the Bcc phrases the email Header,  and when it finds a matching record with the Requester’s email address, it will add the copy of the email  to that user account on that platform. 

The platform is an admission system which is great for admissions but for obvious reasons does not have the full functionality of Freshdesk or a CRM system.

Best

Moshe

Hi @Moshe Nitzani 

Ah. OK. Understood.

I don’t think emails in automations is going to work for you. Does the admission system have an API? You could use a webhook or create custom app.

Rob

Hi @RobL 

Yes, it does have an API, so that may be the way to go. 

Many thanks for your responses. Much appreciated 

Moshe

Hi @Moshe Nitzani 

We are a Freshworks ISV partner, and I sit on the Freshworks Developer Advisory board, so if you need any help don’t hesitate to let me know. Happy to provide advice on this.

Feel free to email me on rob@opinyin.com

Best

Rob

Thanks for the suggestion.

Try this. Replace test@test.com with the email address of the person you want to BCC to.

 

Thanks for the suggestion.