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Topics started by PaulM

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PaulMApprentice

asked in Ticketing & Agent Productivity

Support. Email. Ticket Response copies mailbox

HiI have configured my company’s support email box to forward onto my Freshdesk support mailbox. This is working well.However, when we respond to a Ticket on Freshdesk it, by default, adds our company support mail address as a CC (copied) addressee. Is there a way to prevent this? We don’t want to, by default, CC ourselves on ticket responses.

PaulMApprentice

asked in Automations and Workflows

Notify Group when Requestor Replies

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

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