Supervisor Rules should be able to add a note

I would love to hear from the FS team on this one - it just seems like such low-hanging fruit that it would take a minimal amount of effort and time to accomplish.

We would love to use Supervisor Rules or even a workflow to add a first response on tickets in specific situations.  For example, we know certain requests are automatically routed for approval so we will not be doing any work on those util approved.  While we can have a rule or workflow that tells the customer this, that rule doesn’t trigger the “first response” flag so we wind up still needing to manually reply to the customer.  Rather than “spam” the customer with multiple messages, we just don’t use the facility that would normally be a wonderful automation!

@alyssia.correa - Any idea from the FS team? It would be great to get some information on this - it has been asked in the past and I think it could be such an easy win for the FS team.

Hello @mbutler - we’re 4 votes short of getting this idea being reviewed by the product team! Tag our members to get them up and I will have it included in our next review cycle! :)

@alyssia.correa - I think we have the votes now.

@alexandertran  - Here’s another one that has been requested multiple times and it seems like the lift may not be too great - I’d love to be able to add a private note to a ticket when a supervisor rule is hit.

@mbutler : I’ll share an update soon, once we know more! 😊

@mbutler Definitely low hanging fruit and I agree this seems like a quick thing to add. I’ll be sure to provide this feedback internally. 👍

Thank you!!

Hopefully my upvote, that lifts it just above 30 upvotes, will make this idea noticed by the devs. I need this option. 😁

 Hi ​@Kamakshi V 

Could you please merge these two ideas and sum up votes?

Supervisor Rules should be able to add a note | Freshworks Community

Add note via Supervisor Rule | Freshworks Community

Regards,

Elvis

We have a need for this when an error arises from another system that does document retention. We have multiple rules in place BUT the note would give better visibility to the agent on which rule executed and what the next action should be.

ya and only we can do is to e-mail or add tags :/ 

​@viswanatha.mehta Anything in the road map for this? 

Is there any movement on this idea? I’d love to see how these community suggestions—which are essential for customer success—are being addressed. This particular idea was submitted a year ago, but it had multiple submissions from others before I submitted it.

One aspect that seems to be missing from the community is the ability to get follow-ups on these ideas.

I have enough votes (what’s the magic number?), buy-in from an FS Hero ( ​@alexandertran ), and other customers expressing the same need... but where are we in the process?

• Is it being considered?
• Is it on the roadmap?
• Have we determined that customers don’t really need it?

The community is great, but we need a bit more follow-up on these ideas. These are crucial for customers' success. When I put these ideas out there, it’s to see if others share the same needs, and it’s clear this need has been present for years. Why hasn't it been addressed yet? What more can we, as customers, do to show that this is a genuine need that will help us serve our own customers better?

We all want to provide the best service possible. Adding an internal note to a ticket via a supervisor rule is something that will enhance our documentation process and ultimately help us deliver better service to our customers.

Thank you for your attention and support!

OMG- I agree.  When I look at ideas some are very old, others are duplicated, there is no organization to them. I would like to review ideas based on features I am using.  It is hard to know if I should engage with an idea that s over a year old.

If the idea hasn’t gotten any traction in 1 year, can the community manager close or hide it?  Can they repost the idea and if it gets no upvotes then mark it closed?

Hello Folks!

I’m actively following up with Product to see where this IDEA stands currently! 

Would also be beneficial for approvers to be presented specific fields for them to fill in and answer as well as just adding a note. Should be able to add information into the approver window to allow them to answer specific questions e.g. if they need to agree to a disclaimer. 

Hey folks, we heard you, this is now part of the July release:

This is awesome - I love how you are tying the request to the release notes.

Seeing happy customers makes me even happier and that’s what a community truly thrives on! Loving the energy folks !!!