Hello
I would like to send an automated email when a ticket is closed, back to the Requester (Customer) and Bcc the message to another email address.
Using Automation I could not see a way to do this. When trying to use Forward, I was unable to enter {{ticket.requester.email}} place holder in the email field.
Is there a way to set something like this up?
Best
Moshe
+2
Hi
Is the other email address you want the bcc to go to another agent?
Rob
+2
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
+2
Hi
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
Yes, it does have an API, so that may be the way to go.
Many thanks for your responses. Much appreciated
Moshe
+2
Hi
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
Hi
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.
Thanks for the suggestion.
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