The second of two requests to improve/correct functionality in Freshdesk recently discussed with Support and account manager.
If you use the collaborator functionality, and want to enable the “notify” on assignment - there is no way to limit this to only the internal group! So, it is an all on or all off. To maintain visibility to our internal teams, we have to have a group called “Shared” which is set as the main ticket group - so using this option would email everyone in the business!
Worse still, the automation options do the same thing! The email assigned group notifies the main group and internal group! Its absolute madness - it needs to actually reflect the way businesses work.
Every other product I’ve evaluated has this basic functionality - using Freshdesk currently is like going back 10 years.
