Visit Freshworks.com Visit Freshworks

Replies posted by steve_13000

2 Replies

V
Contributor
viniciusContributor
posted in Archives - Freshdesk

agent name no showing in replies via personal email

I'm not really replying to a Notification.I just think the App and the Portal handle things differently.I have a ticket, and as an Agent, I want to add a response to the ticket.In the App (Android):- Select the Ticket- Select 'Add a Response'- Type Response- Send(Email is sent back to requestor as support@...freskdesk.com [Helpdesk Name])In the Portal:- Select the Ticket- Select Reply- Type Response- Send(Email is sent back to requestor as support@...freshdesk.com [Agent Name])I did notice that in the App, after selecting 'Add a Response', I can then click on the 'From, CC' area, and change the From field to be the Agent instead of the Helpdesk. But, this setting does not persist. (Also, as a side note, this part of the App does not seem to work well because there is just a blank field to type in, and there is no cancel, save button...)

9
aravind.sundararajan
Skilled Expert
7 years ago
V
Contributor
viniciusContributor
posted in Archives - Freshdesk

agent name no showing in replies via personal email

I'm having this problem as well.  I have "Use Agent names for Personalized Email Replies" set to Yes, but when the Agent replies to a ticket (via Mobile App), the requester receives a mail that has a sender of our Organization name and not as the Agent Name.  So, it seems setting this option to Yes is not working for us...Thanks

9
aravind.sundararajan
Skilled Expert
7 years ago

Badge winners

Show all badges
Terms of UseCookie settings