Visit Freshworks.com Visit Freshworks

Replies posted by alzhao

2 Replies

A
Apprentice
alzhaoApprentice
asked in How do I....?

Create ticket for customers via email

I actually asked for the first case. Image that, the user emailed to me (the agent) directly, instead of forward this email to support system, I’d like to reply to him directly and cc support. By doing this, I can solve the user’s questions directly by replying him. At the same time, create a trackable ticket in the system.It does not make sense to create the ticket in my name, because I am an agent.   Hi @alzhao, if you cc the support email ID, the requester email would be yours and hence, the ticket would be created in your name as you’d mentioned earlier.   Even I tried the 2nd case (forward email) it does not work as expected. Maybe because it is the email client didn’t carry the original email meta data. But as I said above, freshdesk should not create the ticket under the name of the agent. It should just create the name from to or cc and assign to the agent. 

4
A
Apprentice
3 years ago
A
Apprentice
alzhaoApprentice
asked in How do I....?

Create ticket for customers via email

It is not a forward email. It is just reply email which does not contain the original sender details. I never mention forward.  I just tried it does not work at all. 

4
A
Apprentice
3 years ago

Badge winners

Show all badges
Terms of UseCookie settings