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Too many Conversation notifications when saving note on ticket

  • 19 November 2021
  • 4 replies
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This feels like a recent change, but if I make a private (or public) note on a ticket I have noticed recently that I get a “# New Conversations” popup that persists until I click the refresh button on the popup.  

Sample of the notification

I totally get the validity of these popups if the ticket customer, or another agent were to make a note on the ticket, but if I am the one making the update, these notifications only serve as noise and confusion.

Now when I see the notification, I need to try to determine if the notification is about “my saved note” or perhaps something new just came in?

The popup doesn’t disappear with time like the save confirmation note in the upper right corner, instead it sits there front and center. 

Again, I think this just started recently.  I called support and they said it was ‘by design’  with the idea that multiple people are commenting on a ticket.  Again I get the need if someone else comments on the ticket, but if I save a note, you don’t need to tell me that I saved a note twice. Once with a temporary “note saved”, and another with a persistent “New Conversation”.

 

After posting this I also found that if you delete a note, this will still “increase” the number of “New Conversations”.  So If I deleted the 2 new conversations in that created the notification above.  I would then have “4 New Notifications”. 

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Best answer by rajagopal.baladhandayutham 23 November 2021, 16:01

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Userlevel 4
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Hi John

Thanks for bringing this to our attention. We have notified this to our development team and we are awaiting an update from them. We’ll keep the community updated with latest on this issue.

Thanks,

Rajagopal

Team Freshservice

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@rajagopal.baladhandayutham Thanks for the update and submitting it to the dev team. My attempt to go through support originally was blocked saying this was “by design”.  Thank you for helping to correct the behavior.

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Closing the loop on this support notified me this morning and I confirmed that this has been fixed.

Thank you!

Userlevel 4
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Hi @j.nickell,

Thanks for updating the thread, our development team has confirmed that the issue has been resolved.

Thanks,

Rajagopal

Team Freshservice

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