I would also like to have a 'normal' possibility to remove/clear the 'Customer Responded' state/label. And I would like to add that I want to have the possibility to filter on 'Customer Responded' labeled tickets in the tickets overview.

+1

We've just moved to Freshdesk and this was the most common and immediate complaint from our agents. It's very difficult to manage large numbers of tickets when the state can't be relied on to give accurate information. We should have control over ticket properties when it's not something Freshdesk is able to correctly automate on their own.

+1 to this. "Customer responded" state should be able to be cleared / manually changed in the event of an auto-responder or "We will get back to you"

This issue, others like it, and Freshdesk's refusal to address these types of issues are what is driving my company to look at other help desk offerings in the marketplace.

It has become almost a joke in the meeting rooms when I have to say once again, "Freshdesk does not....." and I never get further than that without someone calling out "Again, with Freshdesk!  Why are we using this!"

Super easy to use, but just not able to satisfy what my company wants....and unwilling apparently to do so.

Status update? 4 years since first raised, and I think this has the most upvotes of any feature request.

Would also really like this changed. If I add a private or public comment, clear the "customer replied" tag. Four years, come on guys.

If this has the most upvotes, that is a SURE SIGN that this tool is not one companies should be leery of switching too because it shows that the user's opinions just don't matter to the company. Honestly, what other message could they be sending? Why even have this forum if they are going to ignore the user's wishes and opinions? Kind of embarrassing, don't you think?

Michael I think you hit it right on. To be fair, their developers are all HARD at work making all of freshworks connect together. Giving us team, and collaboration features that NO ONE requests. Companies do this far too often nowadays. Get the project managers out of the revenue development business if there are major features missing on existing project lines.

I work for a small company and even for me this is bothersome... It's understandable that they want all Freshwork applications to connect, but as long as I have issues like this one, I won't subscribe to additional applications of Freshworks.

I just spent 30 minutes trying to explain this to Sanjay at support and after him finally getting the simplicity of this ask, I get the lip service of "I have converted this chat to a ticket to discuss with the appropriate team.

FRESHDESK  please listen to your users!!!!!    So frustrating.

Ya Ian, I had the same thing happen. I've raised a ticket before and they simply cannot confirm that this is a flawed design, that leaves tons of service companies alone and forgotten. Between this, and not having 2FA for security, I'm leaving early next year if those aren't fixed.

I'd like to bump up the discussion on this request. It is important to be able to clear the "Customer Responded" state. Oftentimes this is a result of an auto-reply or a simple "Thank you!" from the customer. Our agents, who rely on the state to know whether or not they need to do work on a ticket, are wasting time by clicking into tickets they do not need to, in order to see if a response is required. Can we request that this functionality be put in place? 

This ticket is five years old, by far it's the most popular thread and yet it sits completely ignored by Freshdesk. 

The fact that the below creates this flag and it can't be removed or dismissed is a nightmare! Surely the flag could be set as an additional field which could be toggled? 

I've officially taken to holding Freshdesk accountable on social media. I tagged Freshdesk on Twitter pointing them to this thread. They have shown they don't care about their customers needs I think it's time to help the world see what we already know. I encourage you to do the same thing. I don't know if anyone has an account exec with the company, but if you do, letting them know they aren't serving their users would be appreciated.

Funny this pops back up on my radar, I was just asking AGAIN from Freshdesk to implement this feature.   As soon as my yearly billing comes back up, if this feature is not available, I will migrate away from FreshWorks as this is such a simple and USEFUL REQUIREMENT to have.   The fact that this thread is 5 years olf is proving to me that FreshDesk doesn't listen to their User Base.

Too bad too because I want to implement CRM and now I am waiting to do this until this feature can be implemented.   just in case I need to migrate my expanding operation away from FreshWorks. 

Hi all, we apologize for the delayed response.

We heard your suggestions and have launched a feature called 'Thank you Detector'. The Thank You Detector, powered by Freddy, can understand the intent of customer responses as to whether it is a request for help again or just a thank you note to the agent. Based on this, it decides whether a ticket should be re-opened or not. Please refer to this article to set up this feature. Hope this helps! :)

We are also working on scenarios like out of office and other common replies that can be auto-detected. We will keep you posted on that.

Cheers!

Hi Swetha Shiva,

I can think of all kinds of replies from customers after which I would like to clear the 'Customer Responded' flag, not only 'Thank you'-like replies. That is why, in my opinion, the ability to clear that flag manually is still a feature request high on the list of many Freshdesk users.

Thanks.

@Swetha Shiva, I appreciate that Freshdesk has finally gotten this on their radar, but you must consider that your own tools to help you prioritize tasks is effectively broken. You set up a system for your users to use to help you identify problems that are hurting users and yet you weren't aware of the biggest most popular problem for 5 years. That's on you and your process. Ignore what I just said at your own peril. I suggest re-reading it and giving SIGNIFICANT thought to what your company can do to fix it's process.

Now as for your response... it really didn't answer the original issue. The original post is saying that tickets get flagged and there is no way to remove the incorrect flag. What you answered is how do you automatically close tickets that should never have been reopened. I APPRECIATE the link to the article and I actually just configured the feature you pointed out. THANK YOU VERY MUCH FOR THAT.

But I think you are going to find your answer isn't going to satisfy anyone on this thread. I'll be curious to see other's responses.

The problem we see very often is while a ticket is still being worked on, not after it is has been closed or resolved. Therefore, we need the ability to MANUALLY remove the blue "Customer Responded" flag. Our support reps want to review the response from the client, and if we don't need to answer back to them, we should be able to clear that flag.Otherwise, we will get into a situation where we have people saying "thank you" or "no problem" or "got it" back-and-forth and that isn't a very good use our our time.

This "Freddy" thing seems like a fine idea but this whole thread was started asking to be able to simply remove the "Customer Responded" tag... a simple right click and remove option or something like that. But instead after years and years you have made some complex automated thing instead?

Man I hate Freshdesk! I'm going back to Spiceworks.

Oh and I tried to setup the Freddy thing using your video and I don't even have the option of "Freddy suggests" so that is super helpful.

Not only was there a delayed response of YEARS on this topic, but now you claim to have "heard [our] suggestions," when the truth is a 'Thank You Detector' to avoid reopening tickets is not what this thread is about at all. 

We want the ability to clear the 'Customer Responded' flag so that at a quick glance, agents know they don't need to reply to the customer anymore. As a developer, I am not entirely sure why this is so complicated... if you need an example, think of it like marking messages as "read" in your email inbox. See? Not that hard, but then again, I've noticed that making it snow in the UI during the winter months is higher up on the priority list than this, so who knows if anything will ever actually happen...

Swetha, that feature does not actually address the issue that is being discussed here. This thread is a discussion about the "Customer Responded" state that is triggered when a customer responds to a ticket. 

This is not a question of whether the ticket should be closed or re-opened, but instead about having a method to clear that "Customer Responded" state for instances where there was a customer response, but no action is required of the agent. 

For example, today I sent a response to a customer about a ticket and received an "Out of Office" response from their email server. In this instance, the state "Customer Responded" was triggered, making it APPEAR that the agent needs to follow-up to respond, when in fact this is not the case.

Hopefully this is accurate for other folks on the thread. 

Hi Swetha,  

The "thank you" detector isn't enough. Users can sometimes reply with answers like "I don't know, I'll find out and get back to you" which satisfies that there's been a response, but not a full one. 

The ability to dismiss it is needed. 

Swetha Shiva,

The solution you posted could not be further away from what we are asking for. This is not a personal attack on you, but I am asking, what state of mind does your company have to be in to disregard something as simple and necessary as this request for 5 years? Freshworks is not Apple. Stop trying to borrow the Apple mindset. We are telling you exactly what we need.