Skip to main content

The automation rule does not reopen a ticket if the note added is not from the requester.

  • July 16, 2024
  • 1 reply
  • 16 views

Forum|alt.badge.img+3

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.

 

 

Did this topic help you find an answer to your question?

1 reply

Sneha Kandasamy
Community Manager
Forum|alt.badge.img+7

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.


Reply