It would be great if we could add a reminder to a support ticket.....for example, add a reminder for a ticket that will send me a notification in 5 days to follow up the client if they haven't responded.
The to do list is half of the solution, but a date/time specific popup/notification which could be attached to a to do item (which is then attached to a ticket) would be great!!
Thanks
Closed for Voting
Ability for agents to add reminders to tickets - similar to an Outlook reminder
Hi Chris,
Already added in the list :) I have a dire need for this feature and my developers have assured me for this. Not months but a few weeks :)
regards
Vijay
Already added in the list :) I have a dire need for this feature and my developers have assured me for this. Not months but a few weeks :)
regards
Vijay
Vijay, how do we best do this today? After a ticket is due, I think we can be reminded by setting the supervisor. But how about being reminded BEFORE the due time? Thanks!
Seconded, the ability to generate a warning as a ticket nears SLA breach would allow prompt action to avoid the breach occurring. Presumably it would be a simple addition to the drop down selection that governs SLA notifications.
May I ask where the set up of this happens on the admin side, as I am not seeing this, and the ticket was set 2 years ago. I am hoping that it is not with the "Supervisor" or Observer functionality.
Thank you for your help in this.
+1 for being able to flag a ticket for follow-up at a specific date in the future. This would be very helpful for me.
Follow-ups can only be made using supervisors and even then it's not that great as you cannot specify a specific time during the day for the notification.
I kind of like the statement that was made by FD "I have a dire need for this feature and my developers have assured me for this. Not months but a few weeks :)" and then 2 years later, there's still no movement.
I did ask over a year ago. Any movement on this? This seems to be so "natural" to do. Or can you explain why you do not do it? Is there another strategy behind?
Zendesk desicussion on the subject here: https://support.zendesk.com/hc/communities/public/posts/203459786-Tip-How-to-set-a-reminder-on-a-ticket
Maybe a similar solution for Freshdesk?
Please keep us posted!!
Yes I am CONSTANTLY in need of this, ex : "Ok CLIENT, tomorrow morning I will call you and we will ....."
Ok now I need to set a reminder to follow up on this ticket "somewhere else". But this happens many tiems per week I wish I could simply set a reminder, that would give email notification, to do X at X time.
Do you guys not agree freshdesk team?
Thanks
+1 . Come on Fresh Desk, great product but really? This thread started over 3 years ago and still nothing for something that should be a standard feature!! I've just looked at the Supervisor configuration and there is still no way to check for an overdue ticket by date comparison, only hours since...
Please can someone from FreshDesk respond, otherwise I will be sending a support ticket soon and deciding whether to stay with an otherwise great product!
Why has this been deferred if Freshdesk promised the features within "a few weeks from two years ago" ! ? ! ? !
Not sure why this is deferred. I agree this is sorely needed. We are currently using the following as a workaround:
I have asked agents to enter mmddyy as a tag so each day they can search first thing for any tickets with today's tag.
we have set up rules in the system to send out reminder.
however, ability to add the flag would greatly enhance the flexibility for each agent in handling individual tickets under different scenarios.
already 3 years time since this request first raised. looking forward to any follow up!
Hi all,
Firstly, apologies for the delay in replying to this post. We are constantly working on improving the product and take up features based on customer requests and priority. Having said that, the requirements mentioned on this topic have been on our radar for quite some time and I am glad to let you know that we now have a fix for the most pressing concern expressed here.
We have recently rolled out SLA reminders in Freshdesk (Admin > SLA Policies) wherein you can configure reminder mails to be sent to agents BEFORE an SLA is violated, as shown in the image below:
Using the above, admins can configure reminder mails to be sent to the assigned agent, or any agent for that matter in the helpdesk. We are optimistic about the utility of this enhancement and thank you all for your continued feedback.
Have a great day ahead!
That's great, and we appreciate the continued feature enhancements to the product, but I don't think that will fulfill our requirements.
For example, sometimes a customer might say to check back with them on the issue in a few days. Other times, we might need to wait until the next business day in order to contact a third party in order to resolve the ticket. It would be nice to have the ability to "Add Reminder" on the ticket itself. Only these tickets would need the email reminder; all the other tickets would not need an email reminder for SLA approaching or violation. With the current implementation, the agents would get an email for ALL tickets that are approaching SLA, but instead, we only want reminder emails for specific tickets which we select that need a reminder email sent to the agent.
Does that make sense?
For example, sometimes a customer might say to check back with them on the issue in a few days. Other times, we might need to wait until the next business day in order to contact a third party in order to resolve the ticket. It would be nice to have the ability to "Add Reminder" on the ticket itself. Only these tickets would need the email reminder; all the other tickets would not need an email reminder for SLA approaching or violation. With the current implementation, the agents would get an email for ALL tickets that are approaching SLA, but instead, we only want reminder emails for specific tickets which we select that need a reminder email sent to the agent.
Does that make sense?
I agree with Adrew. Although this is a nice addition, it doesn't quite fullfill the need to be reminded of one particular event or ticket, regardless of SLA breach, without affecting the behaviour of the entire system.
+1 agreed.
Take a look at https://help.salesforce.com/HTViewHelpDoc?id=activities_reminder_window.htm&language=en_US as an example of what people are actually looking for.
> I agree with Adrew. Although this is a nice addition, it doesn't quite fullfill the need to be reminded of one particular event or ticket, regardless of SLA breach, without affecting the behaviour of the entire system.
I'm behind this, that's not the discussion's goal, we asked per ticket reminders as explained by Andrew. But just a question, do you already know other product?
They still have this feature since years!
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