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Question

Sending email to requester when ticket is merged


Aukes
Apprentice
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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

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4 replies

Daniel Söderlund
Skilled Expert
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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 .   


Aukes
Apprentice
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  • Author
  • Apprentice
  • 1 reply
  • July 26, 2023

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


Daniel Söderlund
Skilled Expert
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Aukes wrote:

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. 


Daniel Söderlund
Skilled Expert
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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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