Parameter for Reporting Manager of Agent

Hi.

In the Actions, when setting it to Send Email to,  you’re able to choose Reporting Manager:

 

Hope this helps.

 

 

Regards,

Isn’t that the Reporting Manager of the Requestor?

Hi.

Apologies, that’s correct.

There’s no current built-in feature then for that, AFAIK.

Turn to play to with API calls, to get the ID of the email of the agent. Then get the id of the reporting manager of that user id. Then get the email address of that last user id, so you would be able to Send Email to this last output.

Currently, Freshworks have a feature called Escalation, which can be used to send Escalation email under some circumstances. There are other similar features that are not or may not be exactly what you’re currently looking for, but you could play also with them.

If you go for a Feature Request, please share the Idea link in order we could vote on it, as this definitely sounds a really good one.

Regards,