i would like to know if it is possible to o respond to email from from Outlook and yet have those messages synced on Freshdesk?
For example i have a company with name AA and a customer send us an email to this company.
A ticket will be created.
As AA company can i answer to this customer through Outlook(not through freshdesk) and see the answer (dialogue) to the already created ticket?
When a ticket is created in Freshdesk, and if you reply to the email from your agent mailbox over an email notification or a reply from the customer, your reply would get added to the ticket in Freshdesk as a public note due to the references present in the email thread.
Please feel free to write to email@example.com if you face any issues or have any queries. We'll be glad to assist you!