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New Idea

Enhanced visibility & reporting for auto-responses

Related products:Freshdesk
  • January 16, 2023
  • 0 replies
  • 33 views

1. View the requester notification email within the ticket thread UI (as a private note)
2. View the email to requestor (custom automations) within the ticket thread UI (as a private note)
3. Visibility to the time/date stamp of the requester notification email (when ticket is created) in reports
4. Visibility to the time/date stamp of the auto-response email (automations) in reports

For #1 & #2 (UI), as an enable/disable setting in Email Notifications settings and automations for send email to requestor that when enabled, the system-generated responses are within the ticket thread with a slightly different background highlight (like private notes) & collapsible (similar to the detection of out of office emails).

For #3 & #4 (reporting), to have the time/date stamp of the requestor notification and automation email responses when viewing and exporting ticket reports.