Hello,
Please condiser a setting in Help Desk that will allow us to not have a ticket created with every inbound conversation.
Our inbound support team does not need a ticket for everything, and the default behavior of creating a ticket for everything will make the Help Desk useless for our team.
Thank you for your consideration
I approve, this option is very important. The automatic creation of a ticket when sending an email from a contact file makes the support center useless.
Hi, we have had our sales@ mail integrated into HS for about 1.5 years.
Back then as a mailbox, for a year now in the helpdesk. Recently, however, something happened that was not the case before and is now making our lives very difficult.
What works:
Incoming emails end up in the helpdesk and create a ticket. Fits.
What went:
Outgoing emails that we wrote e.g. from a deal with this sales@ (e.g. order confirmation, invoices,…) were sent and ignored by the helpdesk. That was good!
What happens now:
Recently, a completely new ticket is always created and stored in the sales pipeline as soon as we write an email as sales@ from a deal. This is now cluttering up our pipeline, and nothing is happening with these tickets as the customer has only received an invoice from us.
Since the button in the email now also has a different text, it suggests that the behavior is now apparently normal and that a ticket must always be created, even if you only want to write a simple email.
Where can we switch off that NO ticket should be created when we write a new email via this channel and thus the behavior is the same as before?
Currently, our sales office can no longer see through the real! tickets because HS creates unnecessary tickets and thus clutters the pipeline
Please fix this!