In automation rules, it’s baffling why “When action performed by System” has so few options available compared to actions performed by agent/requester. This makes 0 sense, because I can’t trigger additional automations based on another automation rule. Please expand the options for System actions to mirror those for agent/requester ASAP.
For example:
Freshdesk is binary when it comes to Closed/Resolved email notifications. Meaning you can only have 1 closed email format for all ticket types, groups, etc.
I’ve implemented an auto-check in automation which is time based. This series of rules sends a check in to the customer after x amount of hours. After an amount of time without the customer responding, the automation rule then sets the ticket to resolved. This is standard practice.
We operate with multiple groups in Freshdesk. Some groups handle our implementation tasks for customers, others handle daily support. Within those groups, there are multiple ticket types, products etc. What I was hoping to accomplish was to create ticket closure emails via automation so I can customize the closure email contextually for different tickets instead of being limited to the generic ticket closure email that Freshdesk provides. But, since our tickets are closed and sometimes resolved via automation, I cannot accomplish this because the automation options do not allow to trigger when a status is changed by the System.
This is but the tip of the iceberg for shortcomings that Freshdesk has. When I browse through ideas here, I see many that are years old without any updates. What gives?
