Hi,
We are using Freshdesk for a short period now and we noticed a very annoying imperfection.
It is not possible to trigger automations on actions of collaborators in freshdesk.
This means that if a collaborator adds a note (reply on the mail) on a closed ticket the ticket cannot be opened by an automation.
We have had several occurrences where a collaborator responded with additional information on a ticket. They got the answer of the agent FYI but decided to reply with additional information. Since the ticket was not changed from closed to another state this information never reached the agent.
For sure the collaborator can go the site and post and open the ticket, but in practice this does not happen.
A ticket system is used to prevent faults and to make sure that answers are given. Due to this behaviour some of our customers missed additional important information.
It is my strong opinion that this behaviour is not as it should be in a ticketing system. Therefore, this suggestion for improvement. To make Freshdesk even better.
Regards
Harro
