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. :)
Best answer by eeha0120
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,
+12Hi.
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,
+9For 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.
Just in case someone comes across this and is looking for a solution - resolution notes are now a placeholder and can be added to e-mail notifications:
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