Hi all,
At the moment when a customer, other than the original requestor, adds a public note to a ticket, I can’t see a way of adding this to an email alert using a placeholder. Has anyone found anyway round this as it’s quite annoying having a ticket updated and not being notified.
I am fairly new to Fresh works but I have made some rules in workflow automator but this one is confounding me.
Many thanks
Hi
Greetings from Freshdesk Community. :)
You can add the public comment placeholder, {{ticket.latest_public_comment}} to the required notification to add the public note comment in the notification. You would also have the option to add various placeholders using the ‘Insert placeholder’ option in the email notifications.
Feel free to reach back to us for any further questions. Have a good day!
Cheers,
Hi
Thanks for your response. Unfortunately the {{ticket.latest_public_comment}} placeholder, does not cover a note added by anyone other than the original requestor who raised the ticket. I am looking for noted added by other users on cases. Is this possible?
Thanks,
Azmina
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