In Freshservice, you can automate the process of adding CC emails to tickets from a specific department. This helps streamline communication and keep relevant stakeholders informed. Follow these steps to configure a workflow automator and enhance collaboration within your organization.
- Navigate to ‘Admin’ from the menu. Under the ‘Automation & Productivity’ section, click on ‘Workflow Automator.’
- Click on ‘New Workflow’ and choose Event based workflow option.
- Give your rule a title and click Create.
- Set the Event as Ticket is raised.
- Drag and drop a Condition block and set the condition as Ticket field.Department Name Is and provide the name of the specific department.
- Drag and drop an Action block, choose the action as CC, and provide the email address.
- Click Activate to enable the automation rule to work on upcoming tickets.