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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,

That’s funny, support told us this was by design and that anyone requester on a shared ticket is not supposed to get a notification when agents reply.  Really hope ​@alyssia.correa and ​@Kamakshi V can provide some insight.

Hey ​@jcapitan-shoreline ! Tagging our FS expert here.
 

 ​@UdayGrewal Do you have any insights around this?

That’s funny, support told us this was by design and that anyone requester on a shared ticket is not supposed to get a notification when agents reply.  Really hope ​@alyssia.correa and ​@Kamakshi V can provide some insight.

Hi.

I understand it was originally designed this way, but then, the feature would not make sense at all.

That’s why notifications are sent to the Shared (or they should).

Shared currently receive some email with updates, but not all updates.

 

Regards,

Elvis

I created a feature request in the meantime. 

 

 

 

I would just like to provide an update that I have still not heard from Freshworks about what the excepted behavior is .

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