I found it odd that this wasn’t available out of the box.

So I added a custom Ticket Field that auto populates/updates every time the Assignment state changes on a ticket...

We also capture who took that action and it all works very well.

Nice workaround! 

Nice work ​@MDavies 

I second that it’s strange that this is not available OOTB. I have clients wanting a field that kinda captures the same as you created here but where they want the last updated timestamp. However they only want to have it updated if it’s by human interaction and not an automation of some sort. It’s currently not something we are prioritizing but interesting if it could be achieved.

So I suppose the workflow and custom field could work for their purposes if a conditional expression were placed early on in the workflow so that it ignores specific agent activities

​@MDavies 
Thanks for the suggestion

Yeah, that could be the way forward, I will try it. I would however want Freshworks to start implementing features for us to be able to do this without automations. The same goes for the activities. It would be great with filters for human interaction. I guess a lot of us have instances that are highly automated where the activities tab is 50% System audit logs making it not so user friendly to follow what actual humans have done in the ticket.

 

I found it odd that this wasn’t available out of the box.

 

So I added a custom Ticket Field that auto populates/updates every time the Assignment state changes on a ticket...

 

 

We also capture who took that action and it all works very well.

Thank you very much ​@MDavies for sharing and for voting on the Idea!

This is indeed a good workaround, and the one I was thinking about. But the idea should be not creating additional workflows and technically a duplicated data field. Freshworks should provide this OOTB as all have mentioned.

Regards,

Elvis