There is no option to create an email from Helpdesk

[RMcIntyreTF]

There is no option to create a new email in Helpdesk. Previously in conversations you could create an email and then add in the recipient. 

Now in Helpdesk we have to look up a contact, or create one and then manually go to their contact page to create an email thread with them - this is not efficient and is time consuming, especially when creating a contact as it no longer auto-creates a contact for you. 

[Lucila-Andimol]

Hey @RMcIntyreTF 

this event about the Help desk is going on right now if you want to join

[RMcIntyreTF]

Hi @Lucila-Andimol ,

On your screenshot there is no option to CREATE an email - yes you can respond to existing emails but you can't create a new email thread from there. That is the feature and function that we need. There needs to be an easier way to create an email than having to go to a contact page. 

[Lucila-Andimol]

Oh I see what you mean

but not sure about your use case.

Can you tell us more about the need of creating a new email in the Help Desk?

Because if its not ticket related

why 'd you want to create it from here?

You can go to the inbox, contact, company, deal...etc or even directly inside the Ticket itself (if you need to send something specific in a new email for example, just click over the Ticket #ID)

Have in mind that the Help Desk workspace is a dedicated area for the Support team to see all the tickets they are working on and work them up easily.

[SteveHTM]

That's exactly why it's so stupid not to be able to create a new 1:1 email thread withing Helpdesk - all the supporting functionality is know and has been trusted for the longest time. The restriction is arbitrary and unsupportable.

Steve

[RMcIntyreTF]

Hi @Lucila-Andimol , 

We need to be able to create the emails from helpdesk easily - we send a high volume of emails to clients when we need to notify them of important information that is unique to each recipient. It is not viable or efficient for us to have to search for thousands of contacts and then create an email thread from their profile. 

So while I understand that Helpdesk is great for seeing tickets, it is not a good management tool for business who have their inboxes in helpdesk with no option to roll it back to conversations. 

Is there a way we can move back to conversations?

[Lucila-Andimol · Accepted solution]

I undestand that each company works differently

let me share with you more about the Help desk here.

Another point is that the Inbox its still available, a separate tool if you still want to use it go into CRM > Inbox.

If you think this new email feature woulb be useful and a good idea to add to the Help Desk area, you can post it here as an idea in the ideas Forum so that the product team can consider it for future updates.

hope this helps

[KGreene3]

After connecting my channel to HelpDesk there is NO option of composing an email from the inbox any longer. Once the channel is moved over the inbox is useless. 

[RMcIntyreTF]

Hi @Lucila-Andimol , 

We have set up the configurations but it still does not allow for you to easily create a new email like you could previously in conversations - this is the function that we need rather than having to spend time creating a contact before sending a new email.

[Lucila-Andimol]

Hey @RMcIntyreTF 

have you connect or migrate a team email into the Help Desk?

this is independent from the Inbox, so new configurations need to be done.

[RMcIntyreTF]

Hi Lucila, 

We have set up the configurations but it still does not allow for you to easily create a new email like you could previously in conversations - this is the function that we need rather than having to spend time creating a contact before sending a new email. 

[Lucila-Andimol]

@RMcIntyreTF 

Once you 've set up the email

you should be able to see this screen to write an email

or make a call.

Maybe you are missing some configuration?

PS: remember that the Help Desk is on a Beta/Testing program, so some features may not work properly in every portal (speacially dev/test portals)