I agree with Richard, we alsohave a supervisor action that sends a reminder after a couple of weeks of no response. Testing on our side with a personal email show it does send. However
1) The actions performed by the supervisor rule should be recorded on the ticket
2) There should be an action to add a personal note to the ticket
This is important as we need to keep an audit trail of everything we send to customers.
I was able to create a workaround by creating an Occasional Agent and sending the email with the subject including the ticket ID in the format [#12345] to that agent as well and forwarding the email back to Freshdesk. However, this only works if the email option "For forwarded emails, use original sender as requester" is toggled off. If it is toggled on, a new ticket is created rather then attaching to the ticket as required. For our Company, it is not an option to toggle this off as we receive a lot of emails sent directly to agents that we need to forward to Freshdesk. (I have found no other workaround)
My Feature Request #2888051 asks to either
1) a checkbox on the Supervisor Rule "Do you want to add this email to the ticket" or
2) add an action "add email to ticket"
However, the option to "add note" to the ticket where we can paste the details of the email sent would be work as well.
Showing activity is not enough, the whole notification sent being in the ticket is important. If it doesn't work this way we will be unable to use this automation which would significantly increase our support desk efficiency.
12 months ago
All the rules (Dispatch / Observer / Supervisor) should be able to add a public or private note.
1 person likes this
12 months ago
Adding my very strong support for this obviously missing feature