We are evaluating HelpSpot and it seems to be a very promising system.
However, I have a question about the workflow when staff members reply by email.
We would like to have the workflow like this:
- Customer sends an email to helpdesk
- The request remains unassigned and all staff-members get notified.
- One of the staff-members reply to the request directly in their email-client (the reply is then sent to the HelpSpot mailbox)
- The reply is sent by email to the customer and the request gets assigned to the person who replied.
This way, we have tracking of requests and the staff members do not need to login to the system to just reply to issues.
When I try this workflow today, the reply gets logged as private in HelpSpot and the issue remains unassigned - and the customer will not get an email.
Is our desired workflow possible?