Seriously, today we are busier than ever and now my agents find Freshdesk usage has changed and not for the better.
As we use the system to log calls we initially do a search using the search box at the top right to search for a list of current customers/contacts.
We select the appropriate contact.
We check for any existing tickets and then click the + symbol to the right of the contact name to quickly create a a new ticket for them.
Now some bright spark has replaced the + symbol with a "New Ticket" which then takes you out of the contact and we have to search again for the customer a second time.
It might not sound like much but when you you are an extremely busy engineering department it is wasted time.
Please consider how removal of features will adversely affect your customers in future, if the change is necessary how about you wait until after the busiest support period of the year to make the change.
