New Communication (New E-mail)
For external and internal (Freshdesk) email addresses (only one recipient at a time from the latter), use the New E-mail function.
Internal communication for an existing internal ticket:
-Forward to the team responsible and assign the ticket to their group.
-After that internal replies and group transfers can be done.
For a ticket from an external sender:
- Reply if you don't want to exclude anyone from the recipients.
- Forward and fill in the "to" and "cc" fields with the appropriate recipients if you want to exclude one or more recipients from the existing ones.
Internal communication for an existing ticket from an external sender, if the sender doesn't need to be informed about the internal communication:
- Forward to the team responsible for the next step in the process and assign it to the appropriate group.
- From this point on, internal replies and group transfers can be done as per the above step.
Internal communication for an existing ticket from an external sender, if the sender needs to be updated with the information:
- Reply to the sender and assign the group who is responsible for the next action.
