As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes.
One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information.
In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc).
The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days are low down the list (less “noise”).
I come from an enterprise background where this sort of “Wait until...” type option is quite common (obviously there are various terms that might be used here).
Am I missing something here with FreshDesk?
Best answer by ThatCommunityGuy
I think what you’re looking for is to play with custom Statuses. Unless restricted otherwise, you’ll have the option to create custom statuses (navigate to Admin > Ticket Fields) that will be useful to show where the ticket is, in its lifecycle towards resolution/closure.
By creating custom statuses, you can also map if the SLA timer needs to be running on them or not (this will allow you to put in a business policy say 3 business days, for a particular ticket/query, considering comms from 3rd party, internal, and even your customer.) Furthermore, this is also how you can manage to not violate SLA policies by moving the ticket to a Pending or a custom one (SLA Timer is OFF) while you wait for further detail, and then using the filters on the main list page to gather such tickets to follow up as & when.
Let us know if it turns out to be what you’re looking for.
P.S. You can create custom views based on the filters you choose, so you can run to that particular view directly instead of having to fill/remove the filters each day. Just look for the “tick mark” next to the view name on the top left when you search using a filter.