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Replies posted by gulltop

2 Replies

A
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alex_10481Contributor
posted in Archives - Freshdesk

Email Notifications not working from Freshdesk

Marc Hall mentioned this above..."Can see all tickets from this company" on a company's contact doesn't email them notifications about their users' requests.  Our customer contacts are consistently asking for that -- any ETA?We've manually setup Dispatch'r rules to CC requests to each contact, but the email body is extremely terse -- not even including a hyperlink to that ticket -- and I see no email template that we can edit.  If fixing Dispatch'r is easier, it would at least be a helpful band-aid until you email-enable the "Can see all tickets from this company" feature.

35
B
Contributor
5 years ago
A
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alex_10481Contributor
posted in Archives - Freshdesk

Email Notifications not working from Freshdesk

Thanks for the reply, Anna.  Unfortunately, Agent Replies isn’t what I asked about.  There are 2 issues: 1) As Marc Hall mentioned in this thread, when we check "Can see all tickets from this company" for a company’s contact, that user does not get email notifications about their users’ requests.  This is being asked for by multiple customers, so it's conspicuously absent. 2) To work around this, we setup Dispatch’r rules to CC requests to those contacts.  This is inconvenient, but it does email them notifications.  a. Unfortunately, that CC email includes no link.b. Unfortunately, that CC email has no editable template to fix the missing link.

35
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Contributor
5 years ago

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