Ability To Clear 'Customer Responded' Flag Without Responding

Oliver,

Clearing the customer responded flag without responding to the tickets might not be the ideal way of handling them, as the flag is added and retained to help the agents, distinguish tickets among the ones that need immediate attention.

If you would still prefer to have this flag taken off automatically as and when the customer replies to a ticket, you could add an action to trigger a webhook inside the ticket update rule, Automatically reopen tickets when the customer responds, such that a public note is added to the corresponding ticket.

Do write to us at support@freshdesk.com if you would like our assistance in setting the webhook up.

Thanks!

I see this is archived, does that mean it is no longer active to vote on? 

 

Agree on the need for a “Mark as Read” button or otherwise manually remove “Customer Responded” based on Agent judgment.

Customer Responded is a vital flag to know if a customer has responded with information we need or has a substantial update on a ticket, but the only way to reset it is to reply or make a public note

Having to reply to a “thank you” or other non-important communication from a customer, just to reset this very useful flag, is inefficient and causes redundant communication to the customer.

If an Agent response clears it, a “Mark as Read” should not be very difficult to implement.  Why would Freshdesk not do this just because they don’t agree with the common sense logic of doing so as I am seeing people having raised this years ago?

I am new to Freshdesk and finding a few great things that have been implemented. But I have been struggling with this flag, which is helpful to know when the customer has responded but I have no way to acknowledge without actually responding, when often it is not necessary. When a team member is absent, you want to know if you have checked on their ticket responses already by acknowledging, for example. Also, I cannot easily know that I have read the last response from customer so have to check repeatedly to know I have seen it or guess, based on the time it arrived, which may not be recent, so not easy.

Please remove this unnecessary frustration that is something all messaging systems should know to implement from day 1 of their existence!

Agreed. I’m amazed this functionality isn’t there, it seems fairly basic and it’s affecting my workflow. I have a ticket sitting there on “Customer responded” just because we got an out-of-office auto reply to our last email. I shouldn’t have to keep checking and constantly thinking about the time of last update to know whether they’ve actually reponded or not.

I see similar requests here and here   and there are likely more... while I understand first hand how not every feature customers make can be implemented, it would at least be a nice start if someone from FD occasionally curated / consolidated these posts, or commented to redirect to the most popular thread so they show awareness of the issue and could accurately gauge customer interest.

Being able to clear the “Customer responded” flag would be amazing. I have several tickets that will need to stay open for months at a time, only to be sitting at “Customer responded” because they replied back with something like “Thanks, I’ll reach out when we are ready.”

It’s very tough to try to keep an eye on these tickets waiting for when the customer actually responds. I’d like to be able to clear the “Customer responded” flag so that I know when the customer responds again in the future.

Closing the ticket and waiting for it to open again is not an option.

See this ticket for latest comms on this subject…

https://community.freshworks.com/ideas/needs-attention-flag-customer-responded-flag-23711/index2.html