What’s the criteria on the automation that doesn’t trigger, and does the ticket that you’re re-opening match the criteria?

Also, how are you providing agents view access to a group?

​@RobCrossHM Thanks for the reply! 

We have an agent who has full access to edit tickets in group 1 we then provide the agent access to only view tickets in group 2 which only allows them to add a note. The access for edit/view is the general agent setup in Freshdesk. 

In our automation we have set that if an agent adds a note to the child ticket in group 2 then it should select the checkbox in properties on the parent in group 1 and the child in group 2, and re-open the child in group 2. 

Currently the rule triggers and checks the box on both tickets but does not re-open the ticket in group 2. 

Hoping the above makes sense. 

Are you using enterprise ?  From what I've just read different permissions for groups isn’t in the Pro level (I've been trying to achieve the same - but can’t) A guide to Advanced Ticket Scope in Freshdesk : Freshdesk Support

As for your automation - it sounds like you’ve got the automation setup correctly as it’s doing everything but re-opening the ticket - one for Support I think.

Hope you get it sorted.

Yeah we are using enterprise. After speaking to my team it seems that my statement above was incorrect. 

The automation does not work at all if the agent has view access which is something you are unable to define in automation rules so the only workaround right now is to give everyone full access which is want we want to avoid. 

Appreciate your reply. Ill speak to support further around this one. 

If it’s not working at all, just double check the criteria on the automation vs the state of the ticket when the agent makes the change - just do double check that it defo should run.  Failing that, I haven’t done any work yet on child/parent tickets, so can’t be much more help I'm afraid - Good luck with it!

Hi ​@anthony.lewis 

Thank you for bringing this up. 

The issue arises because Freshdesk's automations only recognize agents with full access to the group where the ticket is located. Collaborators or agents with view-only access are not considered part of the group for triggering automation rules. Unfortunately, this is the current behavior of the system, and there is no direct workaround to make the automations recognize note additions by agents with view-only access without granting them full access.

To address this within the constraints of your requirements:

1. You can modify your automation rule to include actions based on collaborators or agents with limited permissions explicitly, ensuring the rule is inclusive of actions that would otherwise bypass automation due to scope limitations.
2. As a potential workaround, you could explore creating a separate automation rule that monitors tickets for note additions by agents with restricted access and performs specific desired actions.

If neither option meets your needs and you want to avoid granting full access to all agents, you might consider raising this use case as a feature request with Freshdesk's product team for future enhancements.

Thank you