Is there a way that we can stop those who have a ticket shared with them from closing the request? We would like a rule where only Agents can close tickets after they’ve confirmed all actions have been completed.
Answer
How to stop a 'Shared With' person from closing a ticket
+1Best answer by eeha0120
Hi
This is quite an interesting finding:
Shared people should not be able to close the request on behalf of the original requestor.
I’d consider this a bug, and I’ll suggest you to submit a support case with this being reported as a bug (ensure the reproducibility of this).
Regarding the second topic in your post, I’m not sure if I got it properly:
If it is regarding Service Requests, you can create Business Rules to have checked the status of the items, but these are set by the agents, not by the requesters.
If you need explicit confirmation/response from customer, you may explicitly request and wait for a text response, or have a custom field, requestor-editable, to set a Confirmation, and create a Business Rule for Agents against this custom field.
It this is not oriented to your Use Case, would you mind elaborating it?
Regards,
+12- Top Contributor ⭐
Hi
This is a FreshService inquiry in the FreshDesk forum.
Regards,
+12- Top Contributor ⭐
- Answer
Hi
This is quite an interesting finding:
Shared people should not be able to close the request on behalf of the original requestor.
I’d consider this a bug, and I’ll suggest you to submit a support case with this being reported as a bug (ensure the reproducibility of this).
Regarding the second topic in your post, I’m not sure if I got it properly:
If it is regarding Service Requests, you can create Business Rules to have checked the status of the items, but these are set by the agents, not by the requesters.
If you need explicit confirmation/response from customer, you may explicitly request and wait for a text response, or have a custom field, requestor-editable, to set a Confirmation, and create a Business Rule for Agents against this custom field.
It this is not oriented to your Use Case, would you mind elaborating it?
Regards,
+1Thank you for confirming the first issue is a bug, I will get this reported.
On the business rule, we have a separate workspace from our IT Helpdesk which is used for support requests only within the engineering department. We have a business rule set so that any requests closed by the requester are moved to spam as this usually means the request is no longer required. However, we’ve had some instances where the requester has closed the request before the lead engineer (Agent) has confirmed everything has been completed. We would like to restrict requests being closed by Agents only.
+12- Top Contributor ⭐
Hi.
I think I understand a little bit more your use case. However, I would then double check this:
If Requesters can close the request, and that is considered by you as Spam (because it means they no longer need the request), why would you disallow requesters to close the tickets before everything has been completed? Wouldn’t that scenario exactly match your current use case where it could mean that it is no longer required?
Anyway, you can still create a business rule in order to disallow Close for Requestors.
Regards,
+1We put the mark as spam rule because we do get a large number of requests that the requester no longer requires which messes with our reporting statistics. However, I’ll try and add the rule you’ve detailed to stop them from being able to close then the Agent can be responsible for deciding on whether it should be moved to spam or not.
Hopefully the bug is fixed for stopping shared with people from closing.
Thanks for helping with this, really appreciate it as I’m very new to Freshservice.
+12- Top Contributor ⭐
Glad I could help.
Just noticing this is still under FreshDesk
Regards,
Elvis Henriquez
+8Heyy
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