Add support in automation rules in the "When an action performed by..." for type collaborator. In specific use cases this would be helpful to change properties of a ticket if a collaborator (even if it was not a collaborator on that ticket but because they have the role) sends an email. Automation already works well if emails from customers/requester or agents come in.
Implemented : Idea is live
Extend automation rules to support collaborator in the triggered by...
+1Hi Freshdesk Community,
I am happy to announce that we are currently in the process of building this feature that will soon be available to the public in the upcoming months! :)
This feature will allow you to set up automation rules specifically for collaborators, streamlining your workflows and enhancing collaboration within your support team.
Stay tuned for updates from us!
Thank you!
+3We don’t always keep our tickets open as we are waiting for a collaborator and then when they add a note it would be really useful to have it open the ticket.
+1
Would you still be able to share the code
+8- Top Contributor ⭐
This is what Freshdesk’s support replied to me when I initially asked about this via e-mail:
13 Feb 2023
Currently, we do not have the provision to have the tickets re-opened when a note is added since the automation rules can be setup only based on actions performed by agents and not collaborators. We already have a feature request in place for this requirement and we will update you as soon as the feature is in place on the product.
14 Feb 2023
As mentioned earlier, the product team is currently evaluating the feasibility of bringing up the collaborator role into automations module. Once the requirement is taken up, the request will be put in progress as a new feature request development. I will provide you with an update as soon as the release date has been planned for the feature request.
I’m wondering what the progress is as it’s really a flaw in their system...
+8- Top Contributor ⭐
They are still seeing is as a feature/’enhancement’ rather than something that needs fixing...
25 July 2023
Our product team is still evaluating the feasibility of the automations feature for collaborators and trying to bring it up as an enhancement into the product in the near future.
+8- Top Contributor ⭐
On top of that there’s another issue connected to this:
When forwarding a ticket to another e-mail address (that happens to be an e-mail address associated with a collaborator account) and this person replies to the e-mail, the reply from them gets added to the ticket as a private note but the ticket is not re-opened. This leads to notes like these going unnoticed!
+8- Top Contributor ⭐
Someone suggested me this paid app that re-opens tickets een for collaborators:
https://www.freshworks.com/apps/freshdesk/open_ticket_on_note_1/
I’d rather not pay $5 (per account and month) for something that Freshdesk should fix though...
+8- Top Contributor ⭐
Thank you for raising your concern and sharing this idea. Much appreciated! Our team will thoroughly assess its feasibility and provide us with updates on the status. We will ensure that you are kept informed of any developments.
Hi Freshdesk Community,
I am happy to announce that we are currently in the process of building this feature that will soon be available to the public in the upcoming months! :)
This feature will allow you to set up automation rules specifically for collaborators, streamlining your workflows and enhancing collaboration within your support team.
Stay tuned for updates from us!
Thank you!
+8- Top Contributor ⭐
I am happy to announce that we are currently in the process of building this feature that will soon be available to the public in the upcoming months! :)
This feature will allow you to set up automation rules specifically for collaborators, streamlining your workflows and enhancing collaboration within your support team.
Nice, thanks for the heads-up!
Can you also change the status of this idea to reflect that?
+8New Idea→In progress : Included in Product Roadmap
+8- Top Contributor ⭐
I am happy to announce that we are currently in the process of building this feature that will soon be available to the public in the upcoming months! :)
This feature will allow you to set up automation rules specifically for collaborators, streamlining your workflows and enhancing collaboration within your support team.
+8Hey
+8- Top Contributor ⭐
I wish there was an “Agent or Requester or Collaborator” or at least a “Agent or Collaborator” option, but either way: Rather than extend you can now create new automations that can only be triggered by Collaborators.
+3- Community Manager
Hi all, sorry for the delay in updating this thread. This feature is now available :)
+3- Community Manager
In progress : Included in Product Roadmap→Implemented : Idea is live
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