Setting requester with a macro

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已于 2021年2月18日发布

We have a number of use cases where agents are creating tickets to the same requester quite frequently. It would be very useful for there to be an option to set requester with the macro actions. External CC's as well.

What is the current technical limitation to this? Or just not something that seemed useful enough to implement?

35 条评论

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最新

Adam Terk

2023年12月06日

Stéphanie Cettou

2023年10月30日

Hello, +1 for the feature to be able to set the requester in a macro

thank you,

Annalin Krall

2023年8月08日

For us as well this option would be really helpful.

We frequently receive requests that are forwarded to the same mail address.

So automatically adding the address via macro would make this daily task easier.

Caroline Scott

2023年8月03日

We definitely need this in our instance. I have a process where I need to send a notification to an agent either via a trigger or automation but the built in rules do not allow a notification to be sent to an agent CC (we currently haven't switched to the follower experience) or agent follower (once we do switch) using business rules. Being able to set the requestor via macro would resolve this.

I need a process where I can send automated chasers to agents that are either CC's or followers and I have been trying for over a year.

Yannic

2023年6月07日

正式

Scott Allison

2023年4月28日

Thank you everyone for continuing to share your needs for this. Unfortunately, this is not on our roadmap for this year, so I will update the status as Not Planned for now.

It's possible we'll prioritize this in the future, as it's really all down to customer demand. This year we've prioritized investments in other areas, such as SLAs. Next month we're launching Group SLAs at Relate, with further enhancements for SLAs coming later this year.

Thanks again for your continued feedback, it's really appreciated.