Hi @mat_ida_dk ,
Thank you for bring this up.
To address the issue where notifications are inconsistent when a requester is also an agent in Freshdesk, here are some steps and a potential workaround:
1. Check Notification Settings:
Ensure that notification rules for "Notes Added" under Admin > Workflow Automations > Notifications > Agent Notifications are correctly set up. Confirm that both public and private note notifications are enabled for agents assigned to a ticket.
2. Update Agent-Specific Notifications:
If the requester is configured as an agent, Freshdesk may sometimes bypass specific email notifications to avoid duplication since the system may interpret that the agent is already aware of the update they made. You can bypass this by creating a custom workflow in Automations under the "Ticket Updates" section to notify the ticket assignee when the ticket is updated by the requester (who is also an agent).
For example:
Trigger: When the ticket is updated.
Condition: If the ticket is updated by (Agent Name or Group) AND Ticket Status is (any updates applied).
Action: Notify the assigned agent via email. Customize the email to include necessary details.
This ensures notifications are consistent irrespective of the requester's status as an agent or customer.
3. Workaround with Group-Level Notifications:
If multiple agents are involved in the same group, enable group-level notifications to ensure that any updates to tickets by agents or requesters are broadcast to all assigned agents in the group. This may reduce the chances of missed updates.
4. Review Email Deliverability:
Verify the email deliverability for the notifications by checking the spam folders or email server logs to ensure that the issue is not with email filtering or blocking.
Implementing or adjusting these notification workflows should help ensure that the primary agent assigned to a ticket receives consistent notifications, even when the requester is also an agent.
Please do let me know if you have any followup questions.
