The first of two requests to improve/correct functionality in Freshdesk recently discussed with Support and account manager.
Automation which sends an email to the requester doesn’t actually track the message in the thread/conversation of the ticket! The only way to see that this happened is to switch to “Activities”. However, take the scenario where there are contacts at a company who can see all tickets - they would not see that there has been a response as it isn’t recorded in the ticket and therefore doesn’t show in the Portal
It is staggering that Freshdesk miss this basic communications and transparency functionality...
