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.
+5
Hi
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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