Stealth Monitoring

Hi Team,

Just wanted to let everyone know that we have recently made two changes in the FreshService Automation:

1.

Old: Requester responding to a ticket where the status is “Pending" or "Resolved" will  change the ticket Status to "Open" and inform the agent on the ticket.

New: Anyone responding to a ticket where the status is “Pending” or “Resolved” will change the ticket Status to "Open" and inform the agent on the ticket.

Reason: If the requester is not available and someone else responds to the ticket it will allow the IT team to receive the notification.

2.

New: Anyone responding to a ticket where the status is "Closed", it will send a auto-response to the requester letting them know this ticket has been closed and if additional support is required to request a new ticket.

Reason: This will allow us to minimize the re-opening of tickets where the requester is responding just to make a comment on a ticket rather then requesting help.