We are a small team, but aren't physically with each other with some only have access to emails to resolve support tickets and not the Freshdesk portal (long story).
Would it be possible to enable the option to email other support members, when a ticket has been closed?
At the moment we are having to do it manually which is a pain.
Cheers
+7With an observer rule you should be able to set up a trigger, e.g. when a ticket is marked as resolved / closed / anything else, include any other applicable selections, and then action "Send email to agent" (or "Send email to group"). But if they are not set up as agents, it might be more complicated.
+9Hello,
You can notify the agents/group when a ticket is resolved/closed by configuring a Ticket updates automation (Observer rule) under Admin > Automation > Ticket updates > New rule. Please refer to the screenshot of the sample rule.
You can also modify the event to be status changed from "ANY" to "Resolved", and perform action to "Send email to agent" in the rule.
Please make sure your support members are agents in your Freshdesk account. If not, you can add the support members as Occasional agents in your account so that you are not charged for full-time agent seats. To do the same, go to Admin > Agents > New agent > Agent type: Occasional agent and use the required email address.
Hope this helps. Cheers! :)
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
