Availability

Permission Required
- Users with the Support Administrator permission can enable sending emails for departments.
- Users who have the permission to Send email and Create ticket can send emails to the contacts. 
Check Feature Availability and Limits

Enabling permission to send email to contact

1. Go to Setup ( ) > Customization > General Settings.
   
2. Toggle Send as Email.
   
   
   
3. Select the Departments and click Save. 
   

Sending emails and submitting a ticket

Note

1. The email recipients won't receive an acknowledgment that the ticket has been created.
   
2. Your department's signature will be added to the emails unless you remove it from the email body.
   
3. You can add a maximum of 20 CC recipients to an outbound email.
   
4. You cannot add BCC addresses on emails.

To send an email and submit a ticket

1. Go to the Tickets module, click the icon from the top bar.
   
2. In the Add Ticket page, select the Contact and enter other appropriate details.
   
3. Enter the Subject and Description.
   
4. Upload Attachments from your desktop or cloud storage, if needed.
   
5. Click Send As Email.
   
6. On the Send as page, do the following:
   
1. Enter CC and BCC recipients if needed.
   
2. Click the Templates or Snippets icon.
   
3. Select a snippet or template from the available list. 
   
   
   
4. Review the email content and make any necessary changes.
   
5. Click Submit and Send.
   A ticket will be created.