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We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.

The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.

 

 

Hi @Andriana0406,

Greetings from Freshworks Community!

We only support ticket updates for requestors and email addresses included in the CC. Since the other email addresses are not a part of the ticket in anyway, no other options are available. 

Hope this clarifies your concerns.

 

Cheers,
Sneha.


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