Sending notification to agent when a note not his own is entered
Hello everyone,
I need a notification to always be sent to the agent assigned to the ticket when a note is added in said ticket (so not only when the agent assigned to the ticket is mentioned)
I have tried to do such an automation, but found the limitation in the situation when the assigning agent adds a note to their ticket. In fact in this case the notification still comes to him.
Is there any way for the agent not to receive notifications of his own notes added to his tickets?
Here’s the automation:
Thank you very much :D
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Hi @Federico Euw
Greetings From Freshworks Community
You can configure an automation to trigger an email notification to the assigned agent whenever a note is added to a ticket—regardless of whether the agent is mentioned in the note or not. This is especially useful in keeping agents in the loop on internal discussions or updates that may impact how they handle the ticket.
You can configure this by navigating to admin → automation → ticket Updates → New Rule
When ticket is updated Action is performed by agent Note is added → you can specify (Private/Public) Action → send email to assigned agent.
You can follow the steps in the screenshot, you can configure subject and description based on your need also the placeholder {{ticket.latest_private_comment}} is used so that it fetches the content of what is added in the private note.
Please let us know if you would like additional guidance or further assistance with your use case. We are happy to help!
Hi @madhusingh0906,
thank you for your answer! Just one question: in this case, if the assigned agent adds a note, will receive the notification? How can I avoid this?
