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Hello,

 

I was wondering if anyone had any guidance on the below.

 

I would like to create a workflow that would post a reply to a ticket in to a new ticket based on who is cc’d into the reply of the ticket. I believe I’ve established how to retrieve the responses to a ticket using GET API calls and I am fully aware of how to create a new ticket with those values using POST although the sticking point seems to be the trigger. I may be missing something but I can’t seem to find a way to set up a trigger of if a reply is sent and if the reply includes a certain cc’d email. Does anyone have any experience with this or know a way to get around this?

 

This comes about as through using FreshService for business teams we have realised that the system does not allow for departments to communicate with each other through FreshService and instead requires uses to make use of software like Teams or Slack.

Hi.

 

Just to confirm your use case:

You have a ticket created.

In this ticket, the requester have included some CC emails.

You want to:

When an agent replies to that ticket, the reply should create a new ticket (or a few) where the requester of this new ticket is the actual email in CC field. Is this correct?

 

Regards,

Hi, this would only be required if the CC’d email is not included in the original ticket but instead just in a response to the ticket, the reply would be sent by either an agent or a non-agent. The reply would then need to create a new ticket with the value of the reply for the CC’d email address. (The CC’d email address would be listed elsewhere so this on triggers for this email and not every cc’d email)

Hi, this would only be required if the CC’d email is not included in the original ticket but instead just in a response to the ticket, the reply would be sent by either an agent or a non-agent. The reply would then need to create a new ticket with the value of the reply for the CC’d email address. (The CC’d email address would be listed elsewhere so this on triggers for this email and not every cc’d email)

Hi.

My guess is that you could create a workflow that triggers on ticket update, and through API calls, check for a variable and check for CC’s, but if I got it right, you need the new ticket to be created after the reply, so, the trigger would be when a Reply is sent, you would need to retrieve the last reply in order to use it as a description for your new ticket. Again, you would need to use some control variable in order to run in once and not on every reply.

Sounds a little bit tricky, but I think it could be done.

 

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