Agents need to be able to be defined by Workspace, so they can be ‘Agents’ in one Workspace and ‘Requesters’ in others.
One of our biggest issues with Freshservice is how “Agents” in any workspace are treated as an “Agent” in all other Workspaces. If Agent/Requester status were defined BY WORKSPACE the world would be a better place. I’ve brought this up a few times - the answer is that this is “by design” - but it’s poor design.
I have a Global Automation to re-open a ticket if a Requester replies or adds a Public Note to the ticket. However, if someone from the HR Workspace adds a Public Note to an IT ticket, the ticket will not re-open. There is no way for HR to request an IT ticket be re-opened if they aren’t the original requester of the ticket without ‘outside intervention’
In the IT Workspace, I’ve tried setting up an Automation to help with this, but there is no way for me to say “If Agent in THIS WORKSPACE vs Agent from OTHER WORKSPACE” in the Automator. If I say to re-open a ticket if an AGENT replies, then the “Send and set as...” options become useless, as whatever status is set will be un-done by the automation immediately.
There are many other issues with not separating ‘Agents’ by Workspace - our HR team regularly misses updates/email replies to tickets on which they are Requesters because they filter all Freshservice emails. I had to create an entire walkthrough of how to create certain Outlook rules for tickets, but most agents do not use them. We have many Agents in our organization who gave up on “working around” these barriers in Freshservice and just decide they’ll direct Teams message anyone and not enter tickets at all.
Requester Groups also mean nothing with they don’t include Agents from other Workspaces.
