I would like to see 2 condition settings in the dispatcher rules set up. One section where you set match all conditions and another section for match any conditions.
This would allow me to set up something like
[MATCH ALL]
If "To Email" is customer.service@domain.com
[MATCH ANY]
If Company is CompanyA
If Company is CompanyB
[ACTION]
Assign Group "Group A"
I'm currently evaluating FreshDesk, and am going through some of the limitations I'm seeing, and searching for in the forums. It's a bit concerning that topics that were addressing these issues have no responses and are over a year old...
Wondering if FreshDesk staff looks at these options and take them into consideration?
The request from Ronnie is the main reason I'm looking for alternatives to my current Helpdesk system...
This a major limitation when creating rules. Currently when configuring conditions in a rule (observe'r, supervisor, or dispatcher) you must select either ANY or ALL and set your conditions. This is very restrictive and causes issues when ticket fields are modified in the future. I need to be able to set multiple conditions that are treated as ANY (OR) in conjunction with multiple conditions that are treated as ALL (AND). Example:
-------------------------------------
[ANY] (OR)
- Status = Open
- Status = Pending
+ALSO+
[ALL] (AND)
- Type = Problem
- Priority = Urgent
-------------------------------------
This will catch both
* Status= Open, Type=Problem, Priority=Urgent
* Status=Pending, Type=Problem, Priority=Urgent
Currently you need to cobble together conditions to accomplish the same result; however, this leads to problems in the future if a ticket field is ever modified.
[ALL] (AND)
- Status (is NOT) Resolved
- Status (is NOT) Closed
- Status (is NOT) custom status 1
- Type = Problem
- Priority = Urgent
If a status is ever added (i.e. custom status 2) the logic breaks. An additional condition of Status (is NOT) custom status 2 would need to be added to the rule. This is sloppy from the start and does not scale at all. It makes your customers never want to change anything in FD since it will break many things.
I hate to keep ending with this but, Zendesk can do it
+12Hello,
We do have plans around enhancing the automation section and we understand that this has been one of the most sought after asks. We'll get back to our drawing board keeping this in mind and see if we can come up with the revamped solution soon.
Cheers!
So basically, using a tool that's going to cost over a 100$USD per month for 2 agents, I can't have the following conditions:
If( created during Non-business-hours )
AND
subject contains (X) OR subject contains (Y)
DO whatever
Am I understanding this limitation correctly?
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