+3We 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.
+8Hi
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.
Hi, we have a case where a CC contact had added a note (in this case forwarding an email to te ticket) but the rule did not reopened the ticket.
+2We 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! The issue occurs because the automation only triggers on actions from the ticket requestor. Since the approval comes from a different department, it doesn’t activate. To fix this, adjust the automation to trigger on responses or notes from any participant, not just the requestor. You could also set up a dedicated approval field or workflow to track approvals from other departments, ensuring nothing is missed.
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