Frequently used email suggestions when composing Help Desk replies
Description:
Our team works heavily out of the Help Desk workspace and frequently emails the same internal addresses (for example, [email 1], [email 2], etc.) from ticket threads.
We’d like a feature that:
- Automatically suggests recently or frequently used recipient email addresses as we start typing in the “To” / “Cc” / “Bcc” fields on Help Desk ticket replies.
- Prioritizes addresses that are:
- Used often by our team in Help Desk replies
- Part of our internal domains (e.g., @domain.com)
- Works even when these addresses are not necessarily tied to a specific contact we’re associating with the ticket.
Value/Impact:
- Speeds up ticket handling by reducing manual typing and copy‑pasting of recurring internal addresses.
- Reduces errors from mistyped internal distribution lists and colleague email addresses.
- Improves consistency in who is looped in on certain ticket types (for example, onboarding or specific internal SMEs).
Ideal behavior (nice to have):
- Suggestions ranked by frequency of use and recency.
- Ability to “pin” certain internal addresses so they always appear at the top of the suggestion list for all users or for specific teams.
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