I have tried setting the help desk up to automatically set a ticket to pending when replying so that our agents do not have to do this every time as it is what also triggers our other responses. Can you add this in the rules as an action?
Just would need to make it so that an action item would be "on response" then "set status." This would be very helpful! Thanks team!
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Ability to mark pending automatically and response
Hi David
We recently introduced the SEND & RESOLVE option to move the Ticket to RESOLVED status. We will surely look into the PENDING option as well. As of now, you can automate this using a SUPERVISOR rule with Match All conditions like one in screenshot attached.
Now, the Supervisor will execute the actions we defined on any Ticket that matches these criteria.(Supervisor runs once an hour on all tickets)
regards
Vijay
We recently introduced the SEND & RESOLVE option to move the Ticket to RESOLVED status. We will surely look into the PENDING option as well. As of now, you can automate this using a SUPERVISOR rule with Match All conditions like one in screenshot attached.
Now, the Supervisor will execute the actions we defined on any Ticket that matches these criteria.(Supervisor runs once an hour on all tickets)
regards
Vijay
Nice work around but +1 for a feature that allows this to happen right away.
A more flexible solution would be to add a "When Should This Rule Be Applied" option as "When Agent Responds"
FreshDesk is great!
A more flexible solution would be to add a "When Should This Rule Be Applied" option as "When Agent Responds"
FreshDesk is great!
+1 for the auto set to pending - keep the send and resolve but if that is not selected then it should set to pending.
+10!
I am just asking for something like :
It's just amazing it's not yet provided. Is a very simple development. I heard from your support team that you wanted to have kind of dynamic checkboxes where I don't need to click update. However this won't be useful as I will need to click send, then one click for a drop down menu and the click the correct status. And also move the mouse.
This is too time consuming .... compare to a single click.
Please is very important for us to have such a feature and all the clients will benefit as well.
+12Folks,
Sorry to have left this unattended for a very looonggggg time , even though the feature was implemented years back. The Send button now includes the option to set the status as Pending and also any other custom status that you add in your helpdesk.
Cheers!
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