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Freshservice agent ability to reply as a requester

Related products:Freshservice
  • February 9, 2024
  • 0 replies
  • 21 views
ammon.nelson
Skilled Expert
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As an agent in Freshservice, if I submit an incident and a different team/agent is addressing my request, I have no way to reply to the agent except using the forward option which doesn’t fill out the To: or CC: fields.

If they send me a reply it is addressed to me, but if I hit reply, it is also addressed to me. I can’t reply in the end-user portal because opening the ticket there directs me to the agent portal for the ticket. There is no option to reply to the agent’s reply, like with a private note.

Please allow agents to reply as a requester to tickets that they have open.

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