Freshworks Marketplace

Automatically retain original requester email when an SR is raised on behalf of someone.

Free

3.6 (5)

300+ installs

Verified by Freshworks

By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.

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Overview

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Privacy & Security

New

Whenever a Service Request (SR) is raised, if the Requester email on an SR is ‘System’ this app would fetch the original requester email from the “Request for” attribute and set the same value on the requester email field. This feature will enable to view all SRs pertaining to a Requester even when a requester did not create an SR directly. The sample use case is as follows: When an SR is created to onboard a new employee, this SR may have other associated requests like assigning assets, software, etc. In this scenario for associated requests, the Requester will be ‘System’ and not the name of Requester. In this scenario, this app will fetch the Requester email from ‘Request For’ and set the Requester email.

3.6

300+ installs

Sharon Brown

5 months ago

does what we wanted it to

Chris Meunier

7 months ago

Doesn't work across workspaces

Michael Pandolfelli

over 1 year ago

This no longer works with Workspace enabled accounts. The 'System' value is not replaced with the 'Request for' value for service requests opened in the non-primary workspace. Edit: We replaced this app with a global workflow that checks if the 'Ticket Fields.From Email' is 'system-noreply@COMPANY.freshservice.com' and uses an API PUT command to set a 'requester_id' as the {{ticket.actual_requester.id}} placeholder.

Yaniv Hershkowitz

over 1 year ago

Awesome app but it needs to have an ability to choose between setting the requester as the original requester (currently it is only able to use the "requested for"). Having an option in the settings to choose this would be really good

1. To install Retain Requester Email app in Freshservice, go to Admin > Apps > Get more Apps. 2. Locate ‘Retain Requester Email’ in the app gallery and click Install 3. Enter your Freshservice Domain and API key and click the Install button

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