Skip to main content
Closed for Voting

Ability to execute scenario's when creating a new ticket

Related products:Freshdesk
  • May 10, 2013
  • 4 replies
  • 29 views
G
Apprentice

Having the ability to execute the Automated Scenarios when creating new tickets would reduce our AHT.  Currently we heavily use this feature when handling email inquiries, but would be awesome to have this in when doing phone support.


Thanks!

Grace

4 replies

B
Contributor
  • bmercer
  • Contributor
  • December 23, 2015
This is a pretty important feature in my opinion, I'm surprised there is not more discussion on this.
I think the process of creating a ticket, then applying the scenario is rather clunky.
I would like to see a drop-down on the create ticket screen for a scenario to execute. Currently we have a button with Submit,Submit and Close, Submit and New. Maybe provide a Submit and Execute Scenario option on the same button.

 
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi Folks,


You could make use of the Ticket templates feature available from the Garden plan to fill in ticket properties in a single click.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
B
Contributor
  • bmercer
  • Contributor
  • November 22, 2017

Templates look good from a creation perspective, but will they allow the ticket to be automatically assigned to the appropriate agent or group? One of the reasons I wanted scenarios was to ensure that agents wouldn't have to know which department or person they needed to assign something to, they could just execute a scenario for "Refund Request" or whatever.


aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hi Bill,


In the template, you can assign the group to which the ticket has to be assigned upon creation. Once the agent uses the template and creates the ticket , it would be assigned to the expected group. You can have all agents available on Round Robin so that the tickets coming into the group gets assigned automatically to the available agent.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Terms of UseAccessibility statement