Though support conversations are mostly initiated by the customer, in some cases your support agents may want to reach out to customers themselves. For example, it can be a customer success effort where agents just want to check how users are doing, or to inform them about maintenance or delays. With Freshdesk, you can send outbound emails from your helpdesk, convert them into tickets and track their progress.

To send an outbound email, go to +New >  New Email dropdown on the right corner of (from the icon next to the agent profile picture)

Note: The New Email option is only available for an agent when the Allow agents to initiate conversation with customers is toggled ON under Admin > Email > 

Advanced Settings

This will open up a compose email page where you can send out emails to any new customers or to your existing contacts.

Note:

Once a reply has been sent by the agent, by default, the ticket will be marked as Closed and assigned to the agent who sent the email. The SLA timers start running only when the customer responds to the email. ie., when the reply is appended to the ticket and the Status is changed to Open.


Here is a list of all the fields that you will need to fill out while you send an email.  

  • From address - You can choose to send from any mailbox configured in Admin > Email

As an agent, you may manually modify the 'From address' in a ticket by selecting a different option from the dropdown menu within the ticket reply editor.


If any support address is added under Admin > Email but it is not showing up inside the ticket (under From section),

  1. Check if the support address is verified. Only verified support addresses can be used to send the replies.



  1. If you are using marketplace apps like Customise From email address (Admin > Apps > Customise From email address)  to customize the from email address in a ticket, check the settings of the application, in case the address is not showing up in the list of From addresses.

  • Check if the support address abc@companysupport.com is forwarding the email to its respective forwarding address. If the emails are forwarded to a different support email address’ forwarding email, the latter support address will be used as the Reply-To address by the helpdesk.


Note:

1. If a support address abcx@companysupport.com is associated with product X, then all the tickets created from portal X will have the support address abcx@companysupport.com as the Reply-To address. This is applicable if an agent manually creates a ticket with a product field filled as X.

2. If an email is sent to the support address abc@companysupport.com through which the ticket gets created, then the 'From' address of the reply will automatically be set as the same support address.

  • To address - The recipient of the email can be an existing customer or a new one. New customer email addresses will be added as contacts automatically. (Please note that you cannot send an email to more than one recipient currently.

  • CC - You can CC multiple existing/new contacts.

  • Subject - The email will not be sent out without a subject. This will be the subject of the ticket created through this email. 

  • Email body - You can format the content of the email and add images if necessary. The agent signature can also be modified in the email body. if you're about to send an email with too many links or attachments. 

  • Properties - Once you hit send, Freshdesk will send the email and also convert this conversation into a ticket. So the compose page will have the ticket properties too.

Click Send after you are done with composing the email. To create another email, select the checkbox Send another.

Note: If you have configured Multiple products (available from the Pro plan) in your helpdesk, the 'Product' field will not be visible on the Outbound Email page. Once the ticket is created, the 'From' address associated with the specific product would automatically take the corresponding 'Product' name.

By default, the ticket will be marked as Closed and assigned to the agent sending the email. This makes sure that SLA timers aren't running unnecessarily on an outbound ticket. Once you send the email, you will be taken to the corresponding ticket. 

Note: You may not be able to see the new ticket in the ticket list page because your default views don't generally include Closed tickets.

Once the customer responds to the email, the reply is appended to the ticket and the Status is changed to Open. The SLA timers start running at this point and you will be able to see the 'Due by time' of the ticket right.

Note:

  • You can send up to 30 outbound emails per day if you are on the Free plan.

  • If you are on Growth, Pro, or Enterprise plans, there are no limits to the number of outbound emails you can send in a given day

  • If your account is in a trial state under any plan, you can send up to 5 outbound emails per day.


To limit spam attacks, we have implemented restrictions on the number of outgoing emails that can be sent hourly. Please get in touch with us at support@freshdesk.com if

1. You see a banner with the error message: "Your account has crossed the maximum hourly limit for outgoing emails."

2. The 'Send' button for "ticket replies" and "new outbound email" is disabled.