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Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before. 

 

He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.

I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.

 

 

Hi.

We would need to review your automation, as you mention he is also an agent; so, despite of being the requester, his response via Email is indeed treated as an Agent reply, hence, it is added as a public note.

You would need to modify your automation in order evaluate if the event performer email is an agent who is also the requester of the ticket.

 

Regards,

Yes, through further testing, evidently freshservice will always add agent replies as public notes instead of ticket replies. This is intended behavior? How would I do that? It’s a supervisor rule and there is no choice to say If from agent, for example.

Hi.

That’s the point. You would need to create (in case you don’t have it yet) a Workflow / Automation to handle that for you. Which condition exactly are you evaluating in the supervisor rule?

 

Regards,

I guess I could set it to If from email does not contain and put in all the agents’ email addresses.

Currently it just excludes any onboarding or out of compliance.

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