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Requested new observer events: Ticket creation & Ticket forwarding

Related products:Freshdesk
  • October 22, 2014
  • 4 replies
  • 11 views
S
Apprentice
  • sp
  • Apprentice

Hi FD-Team,


quick feature request (couldn't get this working):


I'd like to have two events in the observer:

  1. new ticket created
  2. ticket forwarded


with 1., I'd like to create the rule "When a new ticket gets created, assign the agent to that ticket, who created it"

with 2. I'd like to create the rule "When a ticket gets forwarded, assign the agent to that ticket who forwarded it"

I'd appreciate if you could add this to your feature list (or help me get it working, in case it's already possible!)

Thank you
Simon







4 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Simon,


Thank you for posting on our Forums. 


For requirement 1, you can create a dispatch'r rule that would take care of assigning the ticket to the agent who creates it and it would look like below. 


Condition:


Source Is Phone


Action:


Assign to Agent Ticket Creating Agent


For requirement 2, it is currently not possible to address the "Forward" action alone as it is treated in the same way as a reply. So, if you want to assign the ticket to the agent who is sending out a reply/forward, then you can setup an Observer rule for the same. 


Let me know if you would be okay with that so that I can help you with further explanation. 


Thanks,

Anna

Head of Community
S
Apprentice
  • sp
  • Author
  • Apprentice
  • October 22, 2014

Thanks! Solved my problem!

F
Contributor

Hi,


Still no way to catch a forwarded event? I saw it available in the Api so I'd guess it's not the same as a reply in the system.


I'd simply like to change the status of the ticket when I forward it to a specific domain

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Fabio Although the forward action can't be captured via Observer, you can still make use of the events api and develop a custom app to execute several actions based on the forward event. Give this a try and let us know if you need any help!


Cheers!

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