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More "events are performed by" options in Observer rules

Related products:Freshdesk
  • July 28, 2016
  • 1 reply
  • 11 views
T
Contributor

We frequently create forwards inside the tickets, addressed to partner companies or other 3rd parties and wait for their reply in order to solve the ticket. When we send those forwards we also set the ticket in a custom pending status.


I am trying to create a rule that reopens a ticket when it is in that status and a 3rd party replies but I am missing the options to properly do it.


I would like to have the option to filter events generated by 3rd parties, as per the bellow image:



In fact, I believe that5 filters in total ( the 3 existing plus 2 new ) are needed:


- Anyone

- Requester

- CCs ( all carbon copy recipients of the original requester email )

- Agent

- 3rd Parties ( new - all others, meaning anyone that is not the Requester, one of the CC recipients, or one of the Agents )

1 reply

T
Contributor
It would be even better if radiobuttons were replaced by checkboxes ( in which case 'Anyone' is no longer needed ):


BTW, another cool thing would be to have a way, from the ticket view screen, to get a list of all involved persons for each ticket:


Requester:

addrsA@domainX.tld NameA

CCs:

addrsB@domainX.tld NameB

addrsC@domainY.tld NameC

Other:

addrsD@domainZ.tld NameD

addrsE@domainZ.tld NameE


Note: 'Other' includes all email addresses that appear in the ticket, besides Requester and CCs. Of course, if Freshdesk is using another categorization internally, it should be used instead.




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