As of early March 2023, the ticket view in Freshdesk includes all responses created by automations.
This is not useful - we don’t need to see ‘Your ticket has been received” etc all the time.
We need a way to mark an automation reply so it is not included in ticket threads.
Thanks
I absolutely second it that at least it should be optional to hide emails sent via automation from the ticket thread.
Reason: We usually work only with Auto-Reply and CSat. Agents have to scroll unnecessarily to find the actual customer content.
Absolutely agree, this is causing a lot of extra work. Should have an option to show/hide automated responses at least.
Hello!
FreshDesk support can change this setting for you. Apparently this is a setting only they can access. I did it via the chat
+8What does it look like for you?
When an automation sends a reply to the customer, we can only see from the activity log in the ticket that automation XY has been triggered, but we don’t see the content of that reply - which actually I would wanna see in the ticket.
+8Thanks for tagging me
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