Has anyone found a way to view the notes when someone approves/denies a ticket?
Our end-users want a way to see why something is rejected.
The wonderful FreshService overlords are telling us they must reply to the email that notifies them of the approval request.
Right now, the approvers add notes to the approval, but the only people who are able to see the notes MUST be agents.
I was told by one of our TSM that it isn't possible but it's upcoming. But this seems like a no brainer, surprised this isn't easier to implement as a placeholder or something similar?
You can use the Automator to add a note with the approval comment if the approval status is changed.
I take it that's something that you're using at the moment, does anybody at Freshworks know when that was changed?