Hi team,
We have several ocasions where a customer needs to update very old tickets but there’s no easy way to do it in Freshdesk, since there’s a 30 days automation limit.
Our customer just migrated from zendesk and without doing a script our using manual operations, they cant really change their old tickets anymore.
Please take this as a feature request.
Hi,
Consider the feature will be very helpful for helpdesk team to follow up old tickets or un-followed up tickets.
This is similar with condition in our customer, that Agents must reply/ response ini periodically time to the tickets even there’s no response from their customers. And the interval time that Agents must reply to the tickets will be the Report of the Agent Performance.
Hopefully this thread would help to be Open for Consideration. 😃
+1I understand that it might be a concern about volume, but running automations in tickets older than 30 days is not something that will happen very often. However, sometimes it is necessary and having to only count on mass action that has a limit of how many tickets you can edit at once, is something really bad. Too much effort from agents, human error can occur and the system takes a long time to send and load.
Please, consider unlocking the automations for tickets older than 30 days.
Thank you.
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