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Automation when a 3rd party reply (private note) occurs on a ticket

  • October 7, 2021
  • 4 replies
  • 270 views
F
Contributor
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I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.

The first part is easy.

For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.

I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.

How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.

Thanks

Best answer by hemanth.ramya

Hello @fresh_atd,

 

For your business requirements, you can make use of the below ticket updates automation rule (Admin > Workflows > Automations > Ticket updates) to suffice your requirements. Using this automation rule, the third party response would be recognised as the private note added by requester.

 

Ticket updates automation

Hope this helps! 

 

Cheers,

Freshworks Community Team

 

C

4 replies

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • Answer
  • October 7, 2021

Hello @fresh_atd,

 

For your business requirements, you can make use of the below ticket updates automation rule (Admin > Workflows > Automations > Ticket updates) to suffice your requirements. Using this automation rule, the third party response would be recognised as the private note added by requester.

 

Ticket updates automation

Hope this helps! 

 

Cheers,

Freshworks Community Team

 

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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Contributor
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  • fresh_atd
  • Author
  • Contributor
  • October 8, 2021

It doesn’t really seem accurate, as I wouldn’t consider the 3rd party to be the Requester, but it works!

Thanks for your help :)

hemanth.ramya
Keer
hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • October 11, 2021

Glad to know it works, @fresh_atd. 

Definitely, thank you for sharing your feedback. Feel free to drop a note here for any further questions! :)

 

Cheers,

Freshworks Community Team

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Jo90
Community Debut
  • Jo90
  • Community Debut
  • May 26, 2024

Does anyone know how to stop a system reply email to not appear as a private note.  
 

i’m using an out of hours email, which is now added as a private note, on a new version of freshdesk, but not a old freshdesk version. Wasted hours on this 😢

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