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Watchers for tickets

Related products:Freshdesk
  • February 15, 2012
  • 5 replies
  • 25 views
C
Contributor
In addition to being able to CC an agent on a specific response, it would be nice to be able to have "watchers" on a ticket, an agent who is always CCd on every note or reply to a ticket.

5 replies

V
Contributor
  • vijay.shankar
  • Contributor
  • February 16, 2012
Hi Chris,

Sorry for the wrong info guys, Monitor the Topic doesn't send any Email Notification, apologies for the inconvenience caused.

regards
Vijay
C
Contributor
  • cmoyer
  • Author
  • Contributor
  • February 16, 2012
That's great for an individual agent to be able to do it, but what if when I create the ticket, I want to automatically add certain agents to Monitor it.
V
Contributor
  • vijay.shankar
  • Contributor
  • February 18, 2012
Good Point Chris,

Let me look into this and get back to you

cheers
Vijay
C
Contributor
  • cmoyer
  • Author
  • Contributor
  • February 19, 2012
On the same note, if a client submits a ticket to us via email, a reply should automatically be able to respond to all users who were CCd in on the response (minus any emails that are noted as going into FreshDesk itself, so we don't get duplicate tickets). As of now, it's not even possible from what I can tell to see all the email addresses of everyone that was included on an email.
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


You can create a Dispatchr rule to automatically add watchers to a ticket based on specific criteria. The option to add watcher is also available in other automations like Supervisor, Observer and so you can add a watcher to a ticket based on any event occurrence.



Cheers!

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