Replies posted by mkozak
So far as I am aware, FreshService doesn't support any logic more than filtering and applying.So multiple rules is the way to go if you want to keep it in the box.More and more, we have our tickets reviewed by our own service against the FS API and update things accordingly, with our external logic being as robust as we would like.
Hey there William,This sounds like you are looking to create a Dispatch'r rules. Dispatch'r rules run against all new tickets being created. It will take the email, see if it matches the criteria for the first rule, if not, move on to the second, until it matches (and stops running against the list) or until the list is exhausted and there is no action.https://support.freshservice.com/support/solutions/folders/255298Some basic solutions for Dispatch'r there but I'd suggest you take a look at the admin section of your account. Pretty straightforward.
I've also got to say I'm rounding the bend on completely fed up with your support staff. I'll inquire about something that's been looked after for days, the people will not even read the ticket and send me a link to the API docs when there's an outstanding issue that was waiting for a developer reply. There's a bare minimum expectation here of support staff having basic communication skills. As of now, it appears they do not.Getting old fast.
Sounds like a workflow problem.In a closed loop system, you want everything tracked and everyone should be a contact in the system to track those conversations in a meaningful and historical way. As Sudharshan suggests, you can disable user activations emails, and you could also go further and disable New Ticket notifications as a default.Through the dispatch'r, you could make rules about specific support address you have set up.For example: If you email email@example.com , those users receive ticket notifications. But if you send to firstname.lastname@example.org, that does not have triggering rules for emails. We co-exist in email and in closed loop systems. All emails to support, internal, sales, etc,. are tracked and measured and a part of the ticketing system. Vendors usually interact with us individually, and emails can be sent from individual to individuals (or distro groups) within our organization without interacting with the ticketing system. A last suggestion for workfl
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