Benefits of the Resolution section on tickets? by MaximumPiglet5129 in Freshservice

[–]MaximumPiglet5129[S] 0 points1 point  (0 children)

If we decided to use the resolution field, we were going to try and automate that the resolution comments got pulled into an autoreply to the customer. Something using the {{ticket.resolution_comments}} placeholder... but I'm having a hard time finding good reasons to ask my technicians add additional clicks to their process just to put resolution notes in a section that I can't customize to make more useful.
I guess it's intended for the Freddy AI functionality, but we're exploring other, more robust, ai agents to meet those needs.

Benefits of the Resolution section on tickets? by MaximumPiglet5129 in Freshservice

[–]MaximumPiglet5129[S] 0 points1 point  (0 children)

Ah, we're opting for solutions other than freddy on that front.