Right now as soon as a Dispatch'r rule is matched, it stops. So it's basically a 1-trick pony. You can only apply 1 rule to incoming tickets. This is very limiting.
Multiple rules can currently be done with "Supervisor", but it only runs once per hour.
It would be useful to have the same functionality as Supervisor (i.e multiple rules), but for new tickets.
Surprising that only 5 people have liked this in 2 years. It significantly limits the utility of Dispatch'r not to be able to, say, sort a ticket into a group based on one criteria and set the priority based on another one. Supervisor is a somewhat viable workaround but it can't use the contents of the description as a sorting criteria.
We would also find being able to have multiple rules applied to a new ticket very useful. Has there been any progress on this?
Hi, just to say you can ask for your Dispatch'r to execute all rules rather than the first matching rule - get in touch with the Helpdesk and ask them if they will enable 'Cascading Dispatch'r' for you.
They may ask to check your configuration first to make sure it's going to work for you but we've just had it done and enabled on our account :)
Unfortunately FreshDesk Support refused to enable "Cascading Dispatch'r Rules" for me ... System performance issues :-(
The same thing happened to me. But the rep told me their criteria and I didn't fit the cases in which they usually agree to enable this. I'm okay with that, based on how I currently use Dispatch'r rules.
Later, if my use of Dispatch'r rules changes in a way that makes me cascading Dispatch'r rules more, I'll talk to them and my hope is that they'll enable them for me. For now, I'm okay.
Hey!
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Won't the new and improved automations in Freshdesk help with this issue?
As I understand it, it will also include AND/OR operators and such.
+7@everyone. We've been working on an update to the automation feature on Freshdesk, and we made sure to listen to your feedback.
@Yaisa: Yes, you're right. We're introducing AND/OR operators for the automation rules. Now, you can optimize the number of rules in your respective accounts.
The automation update is being rolled out in batches. You can learn more about it, and enable it for your account on this thread: https://support.freshdesk.com/support/discussions/topics/50000000107
Does the FD Support team know about these new automation updates? I've been going back and forth with them about a Dispatch'r rule (slack notification) that suddenly stopped working on 8/2. They have me un/reinstalling apps, deleting/recreating the rule, moving it to the top (which breaks all other rules), etc without mentioning these new features rolling out as a solution.
From what I'm reading in this thread, it seems like we had "cascading" enabled on our account because the slack rule ran from the #5 spot for the last 3 months. It must have gotten taken away on 8/2 maybe because of the new features being rolled out? In any event, the only way to get it working again is to move the slack rule to the #1 spot but then that breaks the rest of the rules so this is extremely frustrating.
How do we get the new automation enabled in our account asap?
+7Hello Ruth,
Apologies for the delay in the response. The automation update is being rolled out in batches. You'll soon be able to use the updated feature.
Once it has been enabled and you've started using it - you can give us your feedback on this thread: https://support.freshdesk.com/support/discussions/topics/50000000107
Hope that was helpful.
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