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Topics started by mylinda.anderson

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M
Apprentice
mylinda.andersonApprentice
posted in Archives - Freshdesk

Ticket Behavior When Sending an Email to 2 different Groups

We are testing Freshdesk as we plan to transition from managing customer support via Outlook to a ticketing system.  We will be setting up separate groups within the system to represent different teams within our support group.  One of the biggest issues we've found in testing is when a customer (or internal person) will send an email and include 2 different group email addresses.  What we are finding is that Freshdesk will create 2 separate tickets (one in each group) but the customer is only notified of 1 of the tickets and the groups are not aware that 2 tickets have been created either.  This would be inefficient and confusing.Does anyone else have this sort of situation or set up and how have you handled it?

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M
Apprentice
5 years ago

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