Manaan Alexander

+1 for the ability to add an internal note in an automation and a trigger!

 

Insurance is a highly regulated industry and there is more at stake than NPS for agents to correctly follow a workflow. In one case, we have a ticket that we need additional information in order to complete. We bump the requester twice before re-opening the ticket to our internal team. There has been no update on the ticket and the agent has to take additional steps (or check their email) to receive the specific instructions on how to proceed. 

Ideally, these instructions would leave in an internal comment that is added when the ticket is re-opened by an automation.