We would like for a manager to get an email for every outgoing response that our support staff sends so that its quality can be assessed and our staff can improve in writing responses. I was able to create an automation rule to send an email but I couldn’t include the latest public note in the email. The manager would need to click a link for each response and view it in HelpSpot. Is there currently any way to have each response emailed?
This is an upcoming feature for version 2.7. You’ll be able to set a BCC on all outgoing email for either all email or just public notes (which is probably what you’d want in this case).