Skip to main content
Visit Freshworks.com Visit Freshworks

Hello Fresh Community.

I am trying to address an issue I encountered when testing ticket sharing using Freshservice.

Goal state:

Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.

Current state:

Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. 

I will note the following behaviour as well: 

  • Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1.
  • If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.

Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.

I don’t want to use CCing someones email address by manually typing it out in the ticket to achieve this functionality. Mistypes and clunky UI is already causing a problem with our requesters and the share button is far more optimal from my perspective.

Hello,

I’m looking to achieve the same goal - have you found a working solution yet?

Thanks,
Mat

Hi.

I noticed the same a while ago, and I submitted a support ticket. They confirmed this is a bug.

They are still working in order to address it.

 

Regards,

Hi @alyssia.correa and @Kamakshi V 

Hope you have a great weekend ahead and a great start of week.

Could you please move properly this Thread?

Regards,

Reply


Terms of Use