Hello,
setting an automation, with automatic answer, the answer does not appear in the ticket queue.
Is it possible to view it?
Thanks
regards
Solved
Answer not visible
Best answer by Aldrin
Hello
The ‘Send email to requester’ action in the automation will not add the email as a reply to the ticket thread. If you wish to have the email added to the ticket thread, it would be possible only through API.
You can trigger a webhook from the automation to call the ‘Create a Reply’ API, allowing you to reply to the requester of the ticket and also add the reply to the ticket thread.
Hope that helps!
Aldrin,
Freshdesk Community Team
Hello
The ‘Send email to requester’ action in the automation will not add the email as a reply to the ticket thread. If you wish to have the email added to the ticket thread, it would be possible only through API.
You can trigger a webhook from the automation to call the ‘Create a Reply’ API, allowing you to reply to the requester of the ticket and also add the reply to the ticket thread.
Hope that helps!
Aldrin,
Freshdesk Community Team
Reply
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