We as a company have only recently started using Freshdesk following leaving an old ITSM solution. I can’t see anyone has mentioned this in the forums or from searches online so I thought I’d message here.
We support a large number of schools for their IT issues, teachers are generally always teaching and they will say to us to contact them at say 12pm on Wednesday.
In our old ITSM we could put the ticket on hold/pending and set it to open on a specific date/time by setting this in a field, the ticket would then change to an open state once that specific date/time is reached.
I can’t see any way to do this in Freshdesk. I know you can use the To-Do list feature to set a reminder but this doesn’t take the ticket from a Pending state to an Open state, it just sits as Pending requiring the assigned user to set it as Open themselves. Is there a way for the To-Do list to automate this to set as Open? If this was possible then that would be a really good solution for us
Does anyone have any tips, recommendations or workarounds please? Thank you.