Scenario: You have a ticket with an assigned agent, requester, and CC’ed/Shared user.
Depending on who and how they reply, the workflow action will either be triggered as “Reply is sent” or “Note added”. In short, an agent replying by email, or a CC’ed/Shared user replying by portal, is categorized as adding a note. Shouldn’t this be considered a reply?
| Agent | Requester | CC'ed/Shared | |
|---|---|---|---|
| Replies using email | Note added | Reply is sent | Reply is sent |
| Replies using portal | Reply is sent | Reply is sent | Note added |
| Adds note using portal | Note added | N/A | N/A |
This inconsistency is making it difficult to develop workflows that work as expected. Have others noticed this too?