This automated feature for pro-active intervention is neat, but unfortunately only available in Freshworks. Any way to replicate this in Freshservice using e.g. workflows?
Userlevel 7
+13
Hello,
What do you mean works with Freshworks only?
The screenshot looks like it’s coming from Freshservice.
You can use the Supervisor rules to create this this types of e-mail.
With the new Time node you could do it with a workflow.
The email is from Freshservice support, which is using Freshworks as their ticketing system. I got confimation that this feature (send escalation reminder email to user after x number of interactions) is only available in Freshworks at the moment.
Userlevel 7
+13
The email is from Freshservice support, which is using Freshworks as their ticketing system. I got confimation that this feature (send escalation reminder email to user after x number of interactions) is only available in Freshworks at the moment.
Ahh ok, I thought they used Freshdesk. But they could have their own system ofc.
I misunderstood, you meant after x number of interactions. I guess a custom app or WFA that uses a custom field or tags could maybe make it.
You have custom number field that you +1 ( using expression node) each time agent or customer replay/add public note and when it’s over X the WFA sends out a e-mail to the requester with a link or e-mail adress they can contact.
But a built in function would be better.
You’re right, I meant Freshdesk (I’m not too familiar with the non-Freshservice side of things in the company...)
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