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Replies posted by jesse_19101

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C
Apprentice
chris.searleApprentice
posted in Archives - Freshdesk

Internal email replies to tickets are creating Public notes

There is a big weakness in FD regarding emails.  We really have no good/safe way to email team members from Freshdesk and then feel comfortable with the fact that a response will not end up publicly facing.  I know that in theory a FWD will never turn into a public note, no matter who replies. That's good but unfortunately you cannot select FWD as an action within Observer which makes it so there is no good way to email team members when things happen.  For example, when a ticket comes in that is a Sales inquiry, I want to change the Status to Sales and then have an email sent to the Sales team (who does not live in Freshdesk) instructing them of the sales inquiry. The problem is that if they reply to this internal email, the client will see the reply! This is dangerous.  

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Community Debut
4 years ago

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