I was looking at the Solutions area in Freshservice today and thought “wouldn’t it be great if we could perform automations involving Solutions articles?”
So with that in mind could we please have a Solutions module added to the Workflow Automator?
Example logic/use cases in Event Based Workflows would be:
- Event: When An Article Is Published / Updated
- Condition: Article is in Category <select from category list>
- Action: Send Email Notification to <Agent/Agent Group/Specific Email>
Example logic/use cases in Scheduled Workflows would be:
- Run on a schedule
- Condition: Article was last updated <days> ago
- Action: Send Email Notification to <Agent/Agent Group/Specific Email>
This is just scraping the surface of the eventual possibilities. There could be logic involving the ‘Helpful’ / ‘Not Helpful’ metrics as well, for example.
I realise this could be achieved via an external process leveraging the Freshservice API but it would be great to have this out of the box!
