We would like to apply the same rules both to incoming AND existing tickets.
Indeed, we want to apply rules on tickets after modifications done on them (by agent, requesters and/or system.
For the moment, the only way to do that is to duplicate the rules (+every modifications on them), which is not efficient at all (https://support.freshdesk.com/support/tickets/1337289).
The Observer tool isn't a solution since it still require to create the a rule in dispacher (duplication again).
Two simple solutions could be:
- In the Dispach'r or in the Supervisor, to add a "clone" function.
- in the Observer tool : under the question "When an action performed by...", to add a checkbox "Agent, Requester and "System" (currently only "Agent", "Requester", "Agent", "Requester" and "System" exist).
