Hello everyone
The idea to is to have option to disable scenario 3
Requester-friendly multi-workspace email support : Freshservice
I have several customer that have more then one departement in the same workspace. Like HR and payment and users e-mail both. Before it created 2 tickets now just one.
Customer that have robots/system that sends out e-mail to several groups and some are in the same workspace.
ping
My workaround is for the robot/machine e-mail is to create a new ticket using API.
I have never used workspaces and have only a rudimentary understanding of their function... I think what you are getting at makes sense here.
Thinking about this from an outsider/efficient resource perspective, having a single point of ingestion would be best. Then if the initial request is in the wrong spot to handle it for that team, they can bump it out to the other workspaces or support groups. As I am reading this example, it seems like an external automation is kicking out a request to two separate email addresses, which seems wasteful and solving for that initially. Whether it be user education or updating the external automation will probably lead to a better result downstream 🙂
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