Customer is not intimated in any way that agent has replied to their ticket. If he/she does not open app or freshdesk page.
Is there any way to send a mail to customer when agent reply on ticket?
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+12Hello Deepshri,
This generally occurs when the agents reply from their personal inbox instead of the freshdesk page. This adds a public comment on the ticket instead of a reply that would be directed to the original sender.
Ofcourse, we would want the users to be updated about their tickets ;-) We have an inbuilt system that triggers emails on key moments of a ticket cycle and agent reply/note is also one among them. You can activate this under Admin -> Email Notifications -> Requester Notifications -> Agent adds comment to a ticket .
Cheers!
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