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Replies posted by Alefre

5 Replies

zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Ticket & Workflow Management

How are you handling the re-opening of tickets when a forwarded requester replies?

Hi guys and @zachary.king !I’ve done the following for a few of our customers, give or take based on specific requirements of course: This workflow assumes that re-opening of closed tickets is not allowed, which is a somewhat popular approach in the Nordics, and creates a new ticket with the last public note as a new private note in the new ticket. Please also note that this version allows for different methods, IT has the requirement of follow-up tickets while non-IT groups (for now at least) does not.If the ticket is not closed, i.e pending, resolved or otherwise the workflow will set the status to open and notifies the assigned agent if present.For now, this workflow only triggers on notes and replies added by the requester, my event is broad enough to capture forwards sent to the ticket as they are added as private notes but it’s content is not carried in the placeholder for [last public note] since it’s not public.I’m considering duplicating this workflow but setting Agent instead

17
A
6 months ago
Alefre
Skilled Expert
AlefreSkilled Expert
asked in Ticket & Workflow Management

Add CC to "Send Email" Workflow Automation Action

       Hi Raja, I don’t understand what this is supposed to help out with. Your screenshot only tells us that our CC’d users are addressed as To instead of CC, which is the opposite of the customer’s requirement.The requirement is to separate CC and Requester in to their separate recipient fields instead of merged as To. 

6
rajagopal.baladhandayutham
Community Manager
2 years ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - March 2022Release Notes

+1 to bug report as well, the bugbash caused some of our users to experience temporary issues. @freshworks - please announce these events before they happen next time so we might prepare users better. Kudos for adding SPF and DKIM to the email settings! 

808413
Vishal Nema
Community Manager
2 years ago
Anusha
Community Manager
AnushaCommunity Manager

It’s time! Sign up for On-Call Management Beta!

Hi Team!Is this feature also going to support other features in order to aid Incident Mangement teams? I’m thinking of a custom incident notification workflow to always address the on-call contact with teams, slack, SMS and other channels also as a pre-defined recipient and/or placeholder in an API-call or orchestration app.Thanks in advance!/Alex

2624
J
Community Debut
2 years ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R11L.01release notes

Hi Team,Thanks for this update, lots of good stuff. I find the following URL broken:https://support.freshservice.com/en/support/solutions/articles/50000003817-lookups-to-customobject?_gl=1*m0yo0y*_gcl_aw*R0NMLjE2MzI5MDExNjQuRUFJYUlRb2JDaE1JOFltTTdkYWo4d0lWd2dDaUF4MmFpQXppRUFBWUFTQUJFZ0pkMFBEX0J3RQ..Please have it fixed, really exited for this feature!Best regards,Alex

675717
TechNinjaX
Community Debut
1 month ago

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