Hello,
If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged.
This is what i got from this forum:
I’m new to freshservice so i hope this is possible
The workflow will not run if it’s the system that change the status of the ticket.
In this case it’s the system that close the secondary ticket .
Ok, so its not really possible to send a second email thats says its merged? It doesn't matter the ticket is closed. It is more about the end-user knowing the ticket is not gone but merged. We got a few people who came to us complaining about the ticket being closed without knowing its merged. Because of the system only telling them it is closed
Ok, so its not really possible to send a second email thats says its merged? It doesn't matter the ticket is closed. It is more about the end-user knowing the ticket is not gone but merged. We got a few people who came to us complaining about the ticket being closed without knowing its merged. Because of the system only telling them it is closed
Last time I tested it nothing happen anything.
You could use child ticket function and the app that sync notes between the tickets.
Merge is more of it’s the same user that have sent in the same mail 2 times or a new ticket has been created and you like to merge it with a old.
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