Supervisor action: Add note to ticket

I agree also. I'd love the option to "add a Note". Not sure why it is an option for dispatch etc, but not supervisor.

This is required functionality for all automations (Dispatch'r, Supervisor, and Observer).  There is no log of automations so troubleshooting automations is impossible.  I need the ability to make a note and specify whether it is private or not.  

One example is a supervisor rule that automatically reminds requesters that their input is required.  Agents have no idea that the requester has been contacted by the supervisor rule.  The agent then manually responds to the requester and annoys them since they were contacted by the supervisor rule.

Zendesk does this and I greatly miss this 

Hey Guys,

We are glad to inform you that we are already working on capturing the actions performed by the automation rules and it would come along with our revamped activities soon. Watch this space for more updates!

Follow our Announcements sections here to know more about our product updates.

Hi everyone,

Thank you for the feedback and for waiting patiently for this feature. Glad to let you know that we have largely enhanced our ticket activities functionality to include changes done by automations. Going forward, we will:

• Record changes done to all ticket fields including custom fields.
  
• Record changes that are done by users as well as automations (Dispatch'r / Observer / Supervisor).
  
• Record additional changes to a ticket such as adding watchers, merging tickets, marking tickets as spam, deleting tickets etc
  

Please have a look at the following link to learn more about this enhancement:
https://support.freshdesk.com/support/solutions/articles/37589-viewing-ticket-activity-history

While this will resolve a lot of concerns expressed on this forum, the request to include "add note" as a functionality of supervisor has not been resolved with this change and will be visited in later iterations based on the requests we receive.

Thanks for your continued support,

Arvind.

Letting a supervisor rule add a note to issues looks like a no-brainer to me. Otherwise support employees can not see what happened and when it happened. Right now the whole "ticket activity" doesn't really help our support, I did take a look at the feature and would like to provide you with feedback.

We now add a tag and send emails, which actually is recorded with the ticket so that is nice. But because the 'activities' aren't shown by default (which sounds fair to me) and you enable the mode every time you visit a ticket that isn't usable. To improve the activity block I'd suggest two changes:

1. Allow admins to mark the activity block as important via the "supervisor rule" edit page. Automatically marking it as important would mean 
   
2. If the checkbox for the "mark as important" is clicked show a description field. Allow admins to add a custom note to the activity block, which then is shown on top of the list with changes the supervisor rule made.

Hi Richard,

Thanks for taking the time out to share your feedback. I understand the flow you are proposing, but slightly confused with the reason for the flow. Considering you're interested in support agents understanding what happened (eg: "mail was sent to requester")  and when it happened (eg: "supervisor rule executed 2 hours ago") both of which are covered by the recent enhancement to ticket activities, I am not sure if what you would like to see is 

• an easier way to access the activities or,
  
• more context in the activities / ticket conversations. 
  

Well, did you try to work with that 'activities' button already? The UX to be honest is horrible; the state isn't saved and I don't want my employees to see al the activities that don't contribute to their work (information overload).

In other words, the supervisor rule should be able to determine what information is important and not. That is why certain activities should be visible even if the 'activities' button isn't clicked.

Point taken, Richard. Will definitely keep this in mind for future iterations. 

Also, what according to you should be the actions / activities that always show up on the ticket context irrespective of the activity log being shown? You've already mentioned "add note" as one, but is there anything else that you have in mind? 

Focus on flexibility, the supervisor rule should be able to mark the activity to show up, so that way the 'show activities' is not needed for important events.

Allowing to add a description to the activity block will have the same effect as adding a note. Think that even is a better solution, given that these events actually belong together.

This is good progress.

One other issue is that it appears that the name of the scenarios are being cut off at 30 characters.

This is a problem for us as we have many scenarios that have longer names.

Are you able to increase the characters shown to at least 45 characters?

Thanks,

Hi Darryl,

Happy to let you know that we've increased the cut-off limit from 30 to 100 characters for the scenario names. Hope that helps!

This would be a huge help to our Freshdesk usage.

Currently, we have set up several supervisor rules to send automated emails to the requestor which adds a lot of efficiency to our process. That said, we really need to be this action added to the ticket as a private note. This way when we look at a ticket, we can see that a sup[ervisor rule has been executed and we know the proper next steps to take. Any chance this could get added in the next update?

The Supervisor Rules should be able to add a public or private note.

That would be a very useful feature.

I agree with Richard, we also have a supervisor action that sends a reminder after a couple of weeks of no response. Testing on our side with a personal email show it does send.  However 

1) The actions performed by the supervisor rule should be recorded on the ticket

2) There should be an action to add a personal note to the ticket

This is important as we need to keep an audit trail of everything we send to customers.

I was able to create a workaround by creating an Occasional Agent and sending the email with the subject including the ticket ID in the format [#12345] to that agent as well and forwarding the email back to Freshdesk. However, this only works if the email option "For forwarded emails, use original sender as requester" is toggled off. If it is toggled on, a new ticket is created rather then attaching to the ticket as required. For our Company, it is not an option to toggle this off as we receive a lot of emails sent directly to agents that we need to forward to Freshdesk. (I have found no other workaround)

My Feature Request #2888051 asks to either

1) a checkbox on the Supervisor Rule "Do you want to add this email to the ticket" or

2) add an action "add email to ticket"

However, the option to "add note" to the ticket where we can paste the details of the email sent would be work as well.

Showing activity is not enough, the whole notification sent being in the ticket is important. If it doesn't work this way we will be unable to use this automation which would significantly increase our support desk efficiency.

All the rules (Dispatch / Observer / Supervisor) should be able to add a public or private note.

Adding my very strong support for this obviously missing feature

+1