I would like the customer to be emailed if the ticket status is changed.
I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status.
The System changes are limited to mail or overdue events.
Hi
Greetings from Freshdesk community!
This can be achieved by setting up a ticket update automation where the action is performed by ‘System’ for tickets which are marked overdue. The action should be to ‘Send email to requester’. Below is an example-
Likewise, you can set up multiple automations based on the actions performed by the system. Here is an article for your reference.
Feel free to drop a note here incase of further assistance :)
Thanks for the reply, but I want the email to send when the ticket ‘Status’ is changed by the system, not when it goes overdue.
I can configure FD to send an email if the Agent changes the Status, but not if it is a system change.
Paul
Hi, are there any updates on the matter? Is it possible to use ticket automation in Freshdesk to track ticket status changes made by the system?
Gintaras
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