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BCC email on new customer replies

Hi


We setup a BCC address for all ticket communications.


When a customer creates a ticket, the address gets Bcc'd - so far so good.


However, if the customer replies to the auto-notification email which we setup, which acknowledges that a ticket has been created, the BCC address will not be notified.

This, although the reply will be shown in the helpdesk ticket interface.


Is there some way to enable this? 

We tried enabling "Note added to ticket" in "CC Notifications", but that doesn't seem to help.


Thanks


Jacov


Best Answer
Jacov, the BCC you setup in Freshdesk is valid only for the Freshdesk-to-Others emails.

The opposite direction, Others-to-Freshdesk, can be tapped at your company email server if you use your own support email address instead of the Freshdesk provided one

Example: Your own support email address is support@somecompany.com and, as Freshdesk instructs you in https://somecompany.freshdesk.com/admin/email_configs you forward a copy of it to the Freshdesk provided email address support@somecompany.freshdesk.com ( so that Freshdesk can do its thing ). To that, you will add, at your mailserver, a forward rule to the BCC address, say bcc_support@somecompany.freshdesk.com.

Now, emails to support@somecompany.com will be forwarded both to Freshdesk and to the BCC address.

Tips: Make sure your BCC address does not provide delivery notifications or read receipts and that it does not forward emails back to Freshdesk ( directly or indirectly ) to avoid creating a loop.

 


Answer
Jacov, the BCC you setup in Freshdesk is valid only for the Freshdesk-to-Others emails.

The opposite direction, Others-to-Freshdesk, can be tapped at your company email server if you use your own support email address instead of the Freshdesk provided one

Example: Your own support email address is support@somecompany.com and, as Freshdesk instructs you in https://somecompany.freshdesk.com/admin/email_configs you forward a copy of it to the Freshdesk provided email address support@somecompany.freshdesk.com ( so that Freshdesk can do its thing ). To that, you will add, at your mailserver, a forward rule to the BCC address, say bcc_support@somecompany.freshdesk.com.

Now, emails to support@somecompany.com will be forwarded both to Freshdesk and to the BCC address.

Tips: Make sure your BCC address does not provide delivery notifications or read receipts and that it does not forward emails back to Freshdesk ( directly or indirectly ) to avoid creating a loop.

 

Thank you Thanos