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Question

Freshdesk Customer Respond Query over reported cases

  • 8 December 2022
  • 2 replies
  • 41 views
abhinav7723
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Hi

 

Please help me to understand if we have any functionality to highlight the open tickets whenever any response received with customer on ticket.

 

Current Scenario: Whenever we have responded to a ticket and customer is responding, its changing state with customer responded but that moment user asked manager for approval and it's not related to us for act but after few hours, manager approved but we didn’t get to know that there is an update on tickets due to large number of pending tickets in queue (approx. 70 tickets) hence would like to enable feature if possible to bold such tickets whenever a response sent by users.

2 replies

Aishvarya
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Hi @abhinav7723 

 

Greetings from the Freshworks community!

 

You can create a custom tickets with the status as open and sort the tickets based on last modified date. This will display the most recent customer responses from the list of tickets.

Feel free to drop a note here incase of further queries.

 

Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
abhinav7723
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Hi Asihvarya

 

Thanks for sharing the details, we are new in FD tool and migrated on last-to-last week only. Can you share step by step to enable last modified field in dashboard as I tried to find it but no luck.

 

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