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.
