Ability for an agent to move a ticket into a "Feature Request" forum

Clicking your link just keeps asking us to login and doesn't let us see it despite being logged in already, but this is exactly what we are trying to work out...

Can you help?

Thank you

#75685 Ability for an agent to move a ticket into a "Feature Request" forum

Suresh Sambandam

reported a month ago

Sometimes our customers send "New Feature Requests" via tickets. We want to ability to move qualified tickets into the "Feature Requests" form. How do I do that?

Anna

said a month ago

Hey Suresh, 

Good to see your mail today. 

As of now, we do not have the option to convert a ticket directly into a Forum post. 

But, this is indeed a very valid requirement and hence I am personally taking this up to my Product Manager to see if this can be addressed soon. 

Sorry for not being able to cater to your needs immediately. Let me know if there is anything else that I can do for you. Will always be glad to help out!

Thanks,
Anna

You can check the status of your ticket here: https://support.freshdesk.com/helpdesk/tickets/75685

 

 

Suresh Sambandam

said a month ago

Ok - Look for this feature soon.

However there is one more isssue. There is  an option to "link to ticket" in a forum post. When I click on that it is creating  a new ticket instead of allowing me to link to an existing ticket. Sounds like a bug that needs to be fixed asap

Anna

said a month ago

Hey Suresh, 

For now, this feature functions as creating a new ticket from a forum post. Because opening a new ticket from a forum post to be better handled privately seems to be the most preferred use case.

But, I will discuss this as well with my team and see if both the options can be addressed in our future enhancements. 

Let me know if I can mark this ticket as Resolved for now. I can definitely keep you posted once I have any updates on these features. 

Thanks,
Anna

You can check the status of your ticket here: https://support.freshdesk.com/helpdesk/tickets/75685

 

 

Suresh Sambandam

said a month ago

Can you add this as "Feature Request" on my behalf (using your assume identify feature) before marking this as resolved.

(As you can see, this process is exactly what I want Freshdesk to handle in an automated fashion)

Anna

said a month ago

Hey Suresh, 

I can surely mark this ticket as a Feature Request and notify our Product Management team. 

But our company policy doesn't allow making use of Assume Identity to post on your behalf. It would be really helpful if you can go to our Forums and submit a feature request post. 

I hope you understand, Suresh.

Thanks,

Anna

You can check the status of your ticket here: https://support.freshdesk.com/helpdesk/tickets/75685

 

 

Suresh Sambandam

said a month ago

Ok done!

Thank you for that, liked the idea would be great to see this implemented soon.

This is something I would like to see, also a way to put it in the reported bug forum incase lots of users are having the same issue and want to see the progress of it at the same time.

+ 1

Good idea.

I see the status is 'planned'. Any update on the timing? 

We are glad to inform you all that the feature to convert a ticket into a forum topic is now available!

You can find the option under 'More' in the ticket page as show below:

When you opt for 'Convert to Topic', you will be redirected to topic creation page and you can go ahead to post the forum topic under the requester's name. 

Feel free to drop in your feedback about the feature. Thanks. 

- Sajesh