Please can you add the option to the Dispatcher, Supervisor, Observer rules to allow the changes to be logged on the ticket activities.
E.g. A rule that changes the priority or assigns a group should log that activity in the ticket in the same way it would if an agent made the change.
This could be a check box on each rule to optionally log these activities if the Admin wanted to.
Absolutely need this. This should be in the activity feed for a ticket to show what rules have been applied.
Agreed, plus any email sent via Dispatcher, Supervisor, Observer should be included in the ticket thread as well, including any internal email.
These activities should only show if the "Show Activities" button is enabled. Show Dispatcher, Supervisor, or Observer in place of where the agent's name appears. Also include these in the dashboard activity stream.
Just started debugging a dispatch'r webhook rule and need something like this to work out why FD isn't formatting the webhook correctly!
We just ran into a problem with this again. We have an observer rule to send an email to the requester and close the ticket after a period of inactivity. The requester claims he never got the notice that we are going to close the ticket because we are waiting on info from him. There is no record of the automated Observer communication in the Public ticket or in the agent view, so we can't prove that the note was ever added.
Yes, logging all the actions made to a tickets would be beneficial. Especially seeing which agent had the ticket previously and how it was assigned to him (manually or via round robin).
Hi everyone,
Thank you for the feedback and for waiting patiently for this feature. Glad to let you know that we have largely enhanced our ticket activities functionality to include changes done by automations. Going forward, we will:
Please have a look at the following link to learn more about this enhancement:
https://support.freshdesk.com/support/solutions/articles/37589-viewing-ticket-activity-history
While this will resolve a lot of concerns expressed on this forum, the following requests have not been resolved with this change and will be visited in later iterations based on the requests we receive:
Thanks for your continued support,
Arvind.
Arvind, this is great, I can see system activity by Dispatch'r / Observer / Supervisor. Where can I quickly see which Dispatch'r / Observer / Supervisor it was triggered?
+12
Cheers!
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