Currently I have 2 items in the multi product support of Freshdesk which seem like basic requirements for any organisation looking to use this with 2 brands / products or more:
- Emails to responders upon submission from portal come from the default helpdesk email, not from the product specific mailbox which the ticket is routed to in automation
- This is applicable to anyone applying ticket automation with multi product. I’m told by support that the email notifications in an automation are sent prior to any other rules in the automation
- Only suggest and display solutions in the ticket replies for the relevant product portal
- Currently the suggested solutions is a global list and not product specific even if the product is assigned to the ticket. This is confusing for agents and limiting its use for stock answers to queries