Hi,
we have discovered a problem with FreshDesk tickets - when a client replies to
a ticket twice in a row (for example, we need him to send us two documents but
he can't send them at the same time), the date of the last reply stays the same
as it was when the client replied for the first time. So our agents don't get
notification that the ticket has been updated and we would have to check
manually if the customer replied for the second time (which is not a working
solution). Could You fix this?
Thanks,
Kristýna