Being responsible for our Freshdesk installation and ensuring we are all using the system correctly, I frequently need to check ticket details to find out what happened in a situation.
I'm finding it very difficult to look through Agent's tickets where the Agent has used Scenarios or where rules have been triggered. The "Activities" of the ticket show the actions that were taken as part of the scenario or rule, but if there is any content such as an email, I can't see that content - it's not added to the ticket itself. Only an activity that says, "Email sent to <user>" - with no actual information about what was written to the user.
The way to you have to work currently, is exit the ticket or open Freshdesk in another tab/window, navigate to the rules or scenarios option in the admin tab and then hope you can find it when at least my team, has the same rule/automation perhaps four times, because we have different teams to communicate to.
This is very inefficient and cold be solved in one of two ways:
First, tell us and also link us to the rule or scenario that was triggered.
Then, if there is a message sent to the customer, hyperlink the activity entry to the actual message sent, OR Simply put that message sent into the actual ticket, just as if you replied to the customer.
