Hi,
I’m trying to create a workflow that will notify the requester when the agent adds a note to the resolutions tab. I’ve reached out to the support team and they’ve confirmed there isn’t a condition/function available yet for the resolutions due to it being a relatively new feature, but may be an enhancement coming soon. In the interim, has anyone come up with a workaround? Thanks in advance. :)
Hi.
Resolution Notes are Internal Notes. They are not viewable for the requestors.
Given that, I’m not sure a workaround or even a condition may be available. It might, of course, and you could create such automation in order to send a note to the requester, but the requester won’t see the Resolution Note, as they were designed for Agent’s usage.
You may refer to the intro paragraph here:
Resolution note generator : Freshservice
Regards,
For one customer we added a custom Field for Resolutions that were to be posted to the customer, and added that placeholder to the Resolved email.
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