Currently Freshservice suppresses workflow triggers from comments/replies while a ticket is in the awaiting approval stage. This suppression makes it to where any questions asked by the approver and then answers submitted by the requester don’t notify the approver. Automators don’t work because of the suppression feature.
Asking for a feature to stop suppressing notifications or automating triggers when in the approval stage. Example below:
This scenario isn't for reminder purposes to approve an item, we do have that feature turned on and it does work as expected. This scenario is for when the requestor adds a comment to the ticket either Ad-Hoc or in response to a question that the "approver" has asked. Our approvers are missing information being given to them because nothing is notifying them that a comment/reply was added.
For instance, in the system ticket SR-XXXX. Approver asked the requestor a question and the Requester replied in the ticket. Since I'm just the approver and not "assigned agent" of the ticket or part of a "assigned group" the approver is not being notified that the comment was added.
We use approvals for every service request and in most cases multiple times per service request and quite often a conversation takes place, we are having a lot of misses and delays because the approvers aren't being notified. Some of them have 20/30 approvals and I can't ask them to go through each individually to look for responses.
