anyone using Threads to collaborate with teams outside of Freshdesk?
We are exploring Threads as to be used to loop in an internal team (let’s say third level alike). They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.
Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email. On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.
With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply.
Here’s the issue (or where at least I see a problem):
Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com)
The email finds it’s way to the team, so all good.
The team replies from Outlook - So one member from her/his private email address. As soon as the answer comes back into Freshdesk, the recipients list looks like this: So the replying member (Thomas in this case) is added to the recipients list, but the service@ourcompany.com (so the address where we started the Thread from) is now a recipient aswell! Is this intented behaviour? I guess probably not, because it really sends an email from Freshdesk to Freshdesk if an agent replies in that Thread.
The behavior where the service@ourcompany.com address appears as a recipient when the team replies to the thread is expected due to the threading functionality in Freshdesk. When an email is forwarded from Freshdesk and a reply is received, threading matches the conversation and adds the reply to the ticket while including all participants from the email chain.
To avoid emails being sent back to Freshdesk unnecessarily, you might consider these approaches:
Adjust your workflows so that replies from the team are treated as private notes instead of public interactions. This can be done by manually copying the response content into a private note within the ticket.
Explore using automations or ticket rules to process inbound replies from specific team members or external responders. For example, create a workflow to prevent replies from certain email domains (like those of the team) from generating additional email deliveries back to Freshdesk.
Ensure clear communication about who should be the recipient of replies from the third-level team. Clarifying the email recipient details (like keeping service@ourcompany.com only in the CC field initially) can reduce unintended cycles in email communication.
Use custom forwarding mechanisms via integrations or APIs to better control how replies are routed and added to tickets while avoiding direct service email loops.
These adjustments can help streamline collaboration with external teams while minimizing disruptions within Freshdesk tickets.
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The behavior where the service@ourcompany.com address appears as a recipient when the team replies to the thread is expected due to the threading functionality in Freshdesk. When an email is forwarded from Freshdesk and a reply is received, threading matches the conversation and adds the reply to the ticket while including all participants from the email chain.
To avoid emails being sent back to Freshdesk unnecessarily, you might consider these approaches:
Adjust your workflows so that replies from the team are treated as private notes instead of public interactions. This can be done by manually copying the response content into a private note within the ticket.
Explore using automations or ticket rules to process inbound replies from specific team members or external responders. For example, create a workflow to prevent replies from certain email domains (like those of the team) from generating additional email deliveries back to Freshdesk.
Ensure clear communication about who should be the recipient of replies from the third-level team. Clarifying the email recipient details (like keeping service@ourcompany.com only in the CC field initially) can reduce unintended cycles in email communication.
Use custom forwarding mechanisms via integrations or APIs to better control how replies are routed and added to tickets while avoiding direct service email loops.
These adjustments can help streamline collaboration with external teams while minimizing disruptions within Freshdesk tickets.
