+1 on this. I have tonnes of 'thanks' requests and no idea which ones to actually look at which renders the flag totally useless. Adding a private note does not clear it

+1, should be implemented for sure!

Can anyone tell me how I can group "Customer Responded" tickets together, so my team can ensure that we are looking at these first?

Thanks

I have this same need Elaine. When I have a lot of tickets, the Customer Responded ones are often way off screen and effectively lost to me. If I have to rely on emails in my non-Freshdesk work account, then the tool is not working for me.

+1

Update on this if it's going to be added?

There seems to be quite of few of these "feature requests" that are just being left by Freshdesk - even though I think they are pretty basic / critical features :(

I would personally class this as a bug not a feature request.  The "Customer responded" status should only be set when that is the last update on the ticket.  It should be there to flag up that you need to look at the customers response.  Once you have see the response and added a note, etc to the ticket - that status should be cleared.

What blows my mind is how these basic things are just utterly ignored. It's been 2 years. I think it's fair to say this isn't ever getting resolved. 

I agree, my team having just spent a few hours yesterday going in to all 'customer responded' tickets to check which ones need action.    A response at least from FD would be nice !  

Fully support the need for this as a "Critical" bug. 

We currently rely on the "Customer Responded" flag to ensure we get back to customers promptly however, there are occasions when that is created form an Out of office or auto response from the client to our original response to them.  We need to effectively reset this to we have responded... awaiting customer... but you cant do it... and it is making managing the growing number of these challenging.  Soon we will have to close tickets presuming no reply which is not what I would want. 

FreshDesk... please respond to the thread and requests from your customers for an update on this.

This haas to be improved or we are not getting the benefits of a ticket system over email!. 

Thanks
Matt

Totally agree with Matt's comment.  I've spoken to Freshdesk again about this and been given the usual comment of - "any changes / enhancements are based number of people requesting them".

So let see if this works - Try and get all your agents who use Freshdesk to login themselves and "like" the first post in this thread! (currently only 33).

I'd really really like to have this feature. I use that blue icon to easily spot tickets that need to be responded to. Quite often I have tickets that are pending a response, or working internally, and don't necessarily need to be follow up on. 

Any update on this...?

Hi Freshdesk,

Can you let us know if this is being considered as a bug or feature request and if it'll be solved any time soon?

It's handy to have the 'Customer Responded' blue box but it's missing a few key points:-

1. You can't filter the ticket queue based on the 'Customer Responded' status - without a workaround
(This should be easy to add - without having to create custom fields and observer rules as suggested here -> https://support.freshdesk.com/support/discussions/topics/312729

2. There should be more than one status option
(For example, 'Tech/Agent Responded', '3rd Party Responded' (e.g. If reply is from a different domain) etc

3. There really needs to be a way to manually change the status without having to send an email
(For example, the last reply may have been an email from the customer but we might then phone the customer with an update. We should be bale to click a button or add a note to say 'Contacted Customer' which would change the status.  If we have to email (to remove the Customer Responded status) the customer usually just replies with 'Thanks' which just add 'Customer Responded' back to the ticket. 

Hope you can solve this one. It has been on here for a while now.

Stuart

Adding my voice to this, we ran into this issue after just a day of using Freshdesk. There needs to be a way to clear the flag.

I find it amazing that they manage to add the really helpful "quotes for the day" when you login - But then can't resolve something people actually need like this thread!?

It would have probably taken the same or less dev time!

I totally agree with every comment on this discussion. The one thing many of them seem to imply but I've not seen explicitly stated is this:

The "Customer Responded" feature is USELESS since it cannot be cleared from tickets which do not need additional response from our side. 

• Out of Office replies
• Instances where the customer says they are investigating and will get back to us 
• "Thank you"
  

Some of us in our org have removed the column from our ticket filters Tablet View because it is just a distraction. Giving Freshdesk users the ability to clear this State would be a HUGE benefit to users.