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Topics started by jimmy_11004

2 Topics

J
Apprentice
jimmy_11004Apprentice
posted in Archives - Freshdesk

How do I use Freshdesk for proactive customer correspondence?

The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?

11
aravind.sundararajan
Skilled Expert
7 years ago
J
Apprentice
jimmy_11004Apprentice
posted in Archives - Freshdesk

How do I use Freshdesk for proactive customer correspondence?

The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?

1
aravind.sundararajan
Skilled Expert
5 years ago

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