Freshservice placeholders, business rules and workflows should support the concept of “current user”. Without this, it is impossible to customize behavior based on properties of the user initiating an action.
For example, email templates provide placeholders for the requester and the assigned agent, but these are just static properties of the ticket. If an agent who is not the assigned agent responds to a ticket, there’s no placeholder that can insert that agent’s name.
In workflows and business rules, I can’t determine whether the user triggering a rule or workflow is also the agent or requester on the ticket, and I can’t set a field value based on a property of the current user.
These limitations reduce the flexibility and customizability of Freshservice.