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Hello Guys, hello freshdesk support team,


we have got a big problem if two or more agents are working on the same ticket.the notification fails when we add a private note to another agent.


Therefore we started to switch a ticket among each other anytime when a comment was added, so that the other agent is able to see the note. very annoying.


Let's have an example:


Person A is Agent of a ticket. He or she can only solve it by getting feedback of Agent B. So he or she leaves a private note in the ticket and notifies the Agent B.


but the email notification fails in many cases, so we must change the assigned agent, so that Agent B can see the ticket and the added note. Then let`s say agent B is also adding a note for Agent A... so again also the assigned agent must be changed into agent a.


There is no direct notification within Freshdesk.


please guys take some minutes to read this topic here. i guess it is important, not only for us. meanhwile i have found many topics from other users, which seems to have the same problems. take a look below to these topics and postings:


https://support.freshdesk.com/support/discussions/topics/311631

https://support.freshdesk.com/support/discussions/topics/110

https://support.freshdesk.com/support/discussions/topics/2787

https://support.freshdesk.com/support/discussions/topics/311394

https://support.freshdesk.com/support/discussions/topics/332

https://support.freshdesk.com/support/discussions/topics/307936


and forsure there exist much more postings from other users with the same question. But ofcourse each customer is writing in his own words and you guys from the freshdesk support seem not realize that they all talk about the same problem.


Me and and my team we tried a lot of settings and scenarios out. we tested several email notification settings, we also tested several dispatchr rules scenarios.. and also we tested observer scenarios like mentioned by Freshdesk Admin Janani in the topic id#307936


but it does not work ! it fails for some reasons.


i would like to write down here the facts again. more clearly:


Main target : we want to notify other agents when a comment was added. ( ofcourse this should be done in freshdesk internally. not outside by a thirdparty mailbox or mail software...


in easy words: the affected agent must be notified in some way when a private note was added to his or her tickets... and that agent must be also able to see this ticket in his dashboard.


Idea: the best solution would be if the ticket comes up with an icon to indicate that a note was added...


but even an email notification related to to affected agent would be fine. but it fails in freshdesk !


the problem is: once we use the "notify agents" functionality, an email will be sent out in real. it will also arrive to the email mailbox in external mailserver and mailsoftware like gmail etc... but these emails does not come into freshdesk. At least not in all cases. very often it fails. like you can see in the other topics reported by other users.


Maybe it fails because of conflicts on different dispatchr rules. ok. maybe that is the reason.


But it doesnt matter. we need a stable and good working solution. and the very best solution would be an internal solution in freshdesk itself. without email notification and without emails forwarding.


Example:

when an agent ( Agent A ) is adding a private note to a ticket and chooses another agent to be notified ( Agent B ), then this Agent B should see this specific ticket in his dashboard with an icon or any other indication that a comment was added.


also when Agent B is adding a private note, and wants to inform Agent A, then that ticket should come up on the dashboard of Agent A again,with an indication that a comment was added.


But the key is, this should be possible without changing the assigned agent!



@ the whole community and @ the freshdesk support:


please share with us your suggestions, your ideas and solutions and your experience.


i really hope we can this done.


Freshdesk is a great software, lets make it more better for the future.


Thanks





+1

I have a different proposal which you will either love or hate:

Freshdesk developers have created a parent-children plugin ( see towards end of https://support.freshdesk.com/support/discussions/topics/16385/page/2 ).

Let's say that Agent-A is working on Ticket-P and needs the assistance of Agent-B ( and possibly Agent-C etc ). Using the above plugin, Agent-A creates a new ticket, say Ticket-C1 as a child of Ticket-P. The new ticket is to be created with Agent-A as the requester and Agent-B as the supporter ( it is an "internal" ticket where Agent-B provides support for Agent-A ). In the same way you can create Ticket-C2 ( Agent-A as the requester and Agent-C as the supporter ) and so on. As long as this is between your agents, or between the original requester ( customer ) and an agent, things are straightforward.

The plus is that now each agent has clearly defined responsibilities, the statistics reflect the work put in by the other agents ( for example, when Agent-B provides the needed support she closes the child Ticket-C1 which counts in her statistics and the speed with which she handled the case is accurately recorded )

The disadvantage is that, since the overall case is split into a number of related tickets, it is more difficult to have an overview of the case.

 

Dear Thanos, many thanks for sharing your idea and that informations. We will try this out. but it should not be the final solution. as having a clear overview of the case should be guaranteed in a good ticket system. It belongs to the most important things of a ticket system. I hope that freshdesk development team will read this topic and is not ignoring it.

Sad to see that not many other people react on this matter. Please vote here if you have the same problem

 

Dear guys,  we have tested your plugin, But to be honest this is too much confusing. and it requires to many confusing steps.

This is not a good solution.

Please work on a professional and clever solution. Or just consider the idea in our topic above.


 

Hello,


Freshdesk now has smart notifications enabled - This means the agents will get instant notifications within the Freshdesk application for all updates, in this case a private note scenario.




You can read more about the smart notifications here.


Also, you can now collaborate with other agents seamlessly on a ticket using the Team Huddle option. This allows you to send messages and @ mention the users similar to how you tag your friends on Facebook. The agent immediately gets a notification on the web and can navigate to the specific portion of the ticket quickly.


Cheers!

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