There may be rare scenarios where the ticket requester and the agent assigned to the ticket are the same. In such cases, even though the agent responds to the ticket, it will trigger workflow automations that have events based on the requester's response.
Here, the system cannot distinguish between the requester and the agent and only compares the email address. Since the agent's email ID matches the requester, the workflow gets executed.
To avoid such issues, you can add another condition to your workflows that compare the agent's and requester's ID by following the steps below.
Navigate to Admin. Under the Automation and Productivity section, select the Workflow Automator option.
Click on your workflow, and select the Edit option by clicking on the 3 dots next to Activate.
Update your Condition section with the following check as per your business use case.
Select the ‘Build Expression’ radio button.
Under the Body section provide the condition as equals({{ticket.agent.id)}},{{ticket.requester.id}}) to compare the agent’s ID with requester’s ID.
Click on Done.
You can then skip the Action block if the above condition is satisfied.
Once you have made the necessary changes, click on Activate for the workflow to execute for upcoming tickets.
Please reach out to support@freshservice.com if the issue persists, and one of our Support Specialists will help in resolving the issue.
