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.

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.  

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! 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.