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Topics started by tineke.corin

2 Topics

T
Contributor
tineke.corinContributor
posted in Archives - Freshdesk

Adding a note to a ticket via the API

Is it possible to add a note to an existing ticket via the API?  If it is possible, could you give some pointers or example code?

3
aravind.sundararajan
Skilled Expert
6 years ago
T
Contributor
tineke.corinContributor
posted in Archives - Freshdesk

Replies not generating an email notification

I have noticed that when we use Freshdesk for an internal ticket we miss out on email notifications of replies. In these cases, the requester who raises the ticket is also an agent (eg someone within the company is raising a request for someone else within the company to deal with, it's not an external request from a customer).An example scenario goes like this: Agent 1 raises a ticket and assigns it to Agent 2. Agent 2 replies - Agent 1 gets an email notification. Agent 1 replies - Agent 1 gets an email notification, but not Agent 2 (and it's Agent 2 who really needs to hear about it!). So a reply from the requester, if the requester is an agent, is treated as a reply from the agent (and is sent to the requester, ie themselves).This has caused us to miss out on replies on a couple of occasions. We can work around it by CC'ing replies to the assigned agent, but it seems a bit unecessary. In cases where a ticket has been raised internally, could replies from the requester be sent to th

3
aravind.sundararajan
Skilled Expert
6 years ago

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