+2It would be great to have a placeholder to pull in latest email on a ticket in notifications.
Many of our agents use notifications in slack and are keen to be able to see the email that triggered the notification. Currently, it shows original ticket message.
Even better if the placeholder was dynamic enough to show latest communication, be that email or note.
Hi
Have you had a chance to check out the placeholder called “Last Public Comment” which would pull in the latest public comment on the ticket?
https://support.freshdesk.com/en/support/solutions/articles/52630-understanding-dynamic-content-and-placeholders
Regards,
Sona
Freshdesk, Freshchat, Freshcaller product expert
Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.
+2Hi
Thankyou for your response.
Does public comment refer to emails or note?
Many thanks,
Toni
Hi
It refers to both. The only requirement is that it is public, i.e an email reply or public note in the ticket that is visible to all(customers included).
Regards,
Sona
Freshdesk, Freshchat, Freshcaller product expert
Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.
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