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Supervisor rules 21st century

Related products:Freshdesk
  • March 7, 2025
  • 1 reply
  • 87 views
Karel_Vlček
Top Contributor ⭐
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Hi!

I can see plenty of topics related to Supervisor Rules here.

What am I missing is the complete logic for triggering conditions. For example, I need to trigger more than one status (like pending and on-hold) and more than one Agent group in one condition. But there is no option to include more than just one status and group…
Also, I don’t need to check the condition every 30 or 60 minutes (or how often it runs). The option how often to check would be nice too.

This also comes on my mind: Why are the Supervisor Rules separated from Workflow automator? If you add time conditions to WA, it will solve everything at all.

Also, there is no condition for tags in the Supervisor rules.

Missing: Deatiled log for tickets; Any log for Automator; Log for changes made; Description, cathegory and other std. fields for requests (service items); On field change automator event; Global custom fields; Trasnlation for service items; Bundle only service items; (Attachments for bundled items - done 05/2025); Time entry automator; Classic language switch; Default settings for collapsible/expandable items and collapse/expand all in conversations; Save for Tasks list.

1 reply

R
Contributor
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  • rawilkins
  • Contributor
  • March 10, 2025

I know what you mean regarding Supervisor Rules. 

It is really there just to act as a lower level manager to add stuff onto a ticket or to notify if something hasn’t been resolved yet and such. I started using scheduled workflows instead for certain tasks but even that can only happen at minimum once a day or even just once. 

If there is a task we need to do that involves systematically looking for specific tickets that the supervisor can’t do and doesn’t take up too many API calls, we use another service to analyze and report on instead.

I look forward to seeing if anyone else has some ideas on how to approach situations like this or if this gets any traction to make supervisor rules a bit better. 

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