We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.
The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.
I can see others have had similiar issues:
I am not getting email notifications when a note is added by another agent | Freshworks Community
Private Note Notifications missing for agent | Freshworks Community
Is there a solution for this? A workaround? Perhaps a workflow that can be created?
Thanks,
Matthew