I'd like to be able to set a scheduled date/time on pending tickets (or create a new category that functions the same way) so we could stop the SLA clock on a ticket, but have it automatically resume at a set date/time, for tickets that are on hold due to events like travel, flights or other scheduled events. That way they'd resume automatically and the client could be notified of the scheduling.
Closed for Voting
Ability to schedule "Pending" tickets
If I'm understanding the issue, I'm using an observer rule that notify my tickets in pending from 48h without reply from customer
Totally need this feature too. We often have customers who say something like: "Can we come back to this next Monday when I have some more time?". I'd love to be able to forget about this ticket for the remainder of the week and then have it show up in my 'hotlist' on Monday morning.
Observer would apply a rule to every ticket marked as pending. I need a solution than allows me to specify that a ticket is pending for 1 day or 2 days or 1 week etc and then is reopened on the date that the customer requested.
We often have customers who say something like: "Can we come back to this next Monday when I have some more time?". I'd love to be able to forget about this ticket for the remainder of the week and then have it show up in my 'hotlist' on Monday morning.
Same needed here
+1I would also like this. It may be because we are using Freshdesk as an internal helpdesk tool, but we get a lot of things like:
"User is on vacation until next week, check back then"
"New hire is starting in 3 weeks"
"We need someone on site in a month for a scheduled equipment install"
Right now we leave them open an manipulate the due date, but it would be nice if we could set a "Pending until.." similar to the due date.
We have the same issue, we have some tickets that are due at specific times in the future, and would love to be able to have more flexibility and suspend etc.
Do Freshdesk actually look at these posts?
It's these minor little things that probably wouldn't take them long to change, that make what could be a brilliant system into a bit of a PITA.
So here's the work around I just came up with..
Create a new status called "Scheduled" and enable the SLA timer for it.
I then modified my "Low" SLA policy to have a resolution time of 30 days.
Then I created a scenario automation and called it "Set to Scheduled", which changes the ticket status to Scheduled, priority to Low, and urgency to not-urgent.
From the ticket view you simply execute the "Set to Scheduled" scenario and then modify your due date and time.
+12Hello,
In some cases, the tickets have to be put on-hold as the agents cannot solve the ticket immediately and might have to wait for some updates to proceed further.
To handle this, you can create a custom status with the SLA timer off or use the existing 'Pending' status. This makes sure that the agent is not accounted for the delay in resolving such tickets. The only problem with moving these tickets to a custom status is that, they're too easy to miss for agents with heavy ticket volumes.
This is where we can make it easier for the agents with reminders that can alert them about the tickets that they need to follow up. While it would be great to automatically re-open tickets, I must admit that we haven't seen a surge of requests from our users and so it hasn't made its way to our priority list. We'd definitely like to revisit this at a later point of time. I request everyone to keep the suggestions flowing in!
Cheers!
Hi,
I still really like Freshdesk in spite of this missing feature and I think that's fair that you put tickets on hold to prioritise etc. but this topic has been open 4 years (and mine; https://support.freshdesk.com/support/discussions/topics/306796 was 3 years) - I'm sure everyone would agree that this is a really long time in the IT world...
We implemented a slightly different work around to Michael's... We use different ticket views, "scheduled" statuses along with a "wait time" field so the wait times could vary... We then implemented a load of supervisor rules to change the tickets status based on their specific wait time etc. so a ticket can be put on hold for a day, 2, 3 ... up to a full month (can't do longer because of supervisor rule limitations).
So I guess the big question for me is; if 4 years gets us a "We've now put this ticket on hold", how long will it be before it's implemented?
Thanks
+12Since there are no direct options available to handle this case, I thought the 'To-Do reminders" can help in solving this to an extent. I'll see if there are any feature enhancements planned inline to this one and post an update here soon.
Cheers!
This is a much needed feature as we have 30 day notice periods, but need to bring these forward if they fall on a non workday. So if the 30th day is a Saturday or Sunday we would need to set the date for the Friday. So if we had a status such as pending with a changeable date, that will re-open the ticket. Then set up an observer rule to send a e-mail to the agent to advise the ticket has now being reopened
We were using https://www.boomeranggmail.com when we managed email in gmail and this was superb at "sleeping" tickets for a specified time. We really miss this feature in freshdesk.
+1I completely agree with the request. I tend to think of the 'scheduled' status and correlating date as a 'resume date', not a due date. I would absolutely love to have our team be able to fully schedule their work with a resume date visible and a separate due date of when the ticket is expected to be fully resolved.
We have 14 agents who would like this implemented. It's not practical to have each login to vote for this issue, but when considering how many people are asking for it I would think that the 46 who have voted probably have others in their organization who also would want it.
There's no way to set Pending tickets to a specific date or time, but you can definitely get creative with Rules and the To Do function. You can also add a date/time to the Subject line, for higher visibility in the card view/ticket list. It's not optimum, but it definitely works.
There's a potential workaround if Freshdesk were to implement the ability to read "Today" as the date. I could create a custom date field in the ticket, and have a supervisor rule set up to recognize today's date in that field so I can set a date for the ticket to reopen, but Freshdesk doesn't have the ability to read a date as "Today". There's a separate feature request for this, but it would work for a multitude of things.
I agree with Jill: if Freshdesk could implement the ability to read "Today", it would resolved the scheduler/reopen missing feature (in my opinion).
Hi all,
I'm new to the product, but to me it seems incredible that there's not a way to just add a date to the a pending/onHold state for returning the ticket to the "Opened" state after a date has elapsed.
One generic way to achieve this would be to allow the Observer to trigger action if we're past a (selectable) date field.
How do people in the community handle cases where a request doesn't have to be fulfilled immediately? Or cannot be?
ToDos creation seems to be a suboptimal solution here.
Best regards
Alex
+1Hi Alex,
I feel your frustration. We've used Freshdesk as an internal helpdesk for years, so scheduling tickets was a must for us. What I did was to set up a new status of "Awaiting Due Date" which has the SLA timer ON. Then I created this supervisor Rule (note the -24 (negative sign) in the hours field):
After that was all set up, if we have a ticket that has a due date, we change the resolution due date for the ticket to the due date and put it in Awaiting Due Date status. One day before the due date it pops into Open. At this point, we might change the resolution due date again to whatever is appropriate now while we work the ticket. So in order to use this workaround, you need to be OK with your agents fiddling with due dates on tickets.
Is it a great solution? No... but it's the best we've been able to do, and unfortunately it's been years and Freshdesk has yet to implement this feature.
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