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Add option to bulk reply to customers from Linked Tickets (Tracker ticket)

Related products:Freshdesk
  • September 15, 2017
  • 8 replies
  • 49 views
G
Contributor

Hi,


We use the Linked Tickets function to track the same issue being reported by multiple customers. Once we have a solution to the issue being reported, I'd like to be able to perform a bulk action reply to customers linked to the tracker ticket. Currently I can only use the Broadcast function to inform the agents assigned to each ticket what they should tell the customers. It would be more efficient if one agent could go in, and select multiple tickets to reply to in one go. (I'd like to be able to select which tickets, as we perform support in 5 languages, so would need a localised response for each)


I know that bulk action replies are possible from the main ticket view, but that involves having to go and find each ticket. Given I have them all linked in the Tracker ticket already, it will be much easier to do it from there.

8 replies

M
Community Debut
  • mhawkins
  • Community Debut
  • June 19, 2018

I actually thought this was the whole point of a tracker..... But was disappointed 

Then i noticed the "Broadcast" button.... But was disappointed again

Can you just have it send the broadcasts to users ? 

aravind.sundararajan
Skilled Expert
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@Myles: The "Broadcast" message was designed to notify internal users ie. the agents so that they can pick up and respond to the actual requester on the ticket.

We've received quite a few requests to enable bulk actions on the related tickets (primarily for adding bulk responses) and the good news is that, it is currently under development. I'll make sure I add a note here as soon as I hear back from the team.


Cheers!

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S
Contributor

Why providing a dedicated function such as "Broadcast"?

What if the agent who is responsible for the Tracker just would add a private note in stead of a broadcast?


aravind.sundararajan
Skilled Expert
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Hello,


Apologies for not updating this thread on time. We had recently launched the ability to bulk update the linked tickets from the ticket list view page. You'll find this option in the Card view of tickets and is available only on the new Mint interface. Here's a screen grab on how it works:



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.
aravind.sundararajan
Skilled Expert
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@Sarah A private note is often used when you want to inform a particular agent, likely to be a personal note. The broadcast augurs well for Linked tickets as it is more driven towards the status update and not a personal note.


Different organisations have different methods to convey the system messages/updates and so I'm not ruling out the possibility of the agent adding a private note to inform all the other agents who work on those linked tickets. If you're looking for an option to add a private note on all linked tickets, there's isn't a straight forward option like the Bulk reply. If the message follows a pattern and can be setup as a template, we can explore the possibility of setting up an Observer rule to add a private note, leveraging the Freshdesk APIs.


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.
S
Contributor

Broadcasting messages and the ability to bulk reply would do the job for me, adding private notes in bulk isn't really required.

Thanks for the replies.

D
Contributor
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  • david.sugg
  • Contributor
  • March 19, 2019

When a broadcast message is sent, the agents assigned the linked tickets do not get a notification.  

N
Community Debut

@DavidApologies for the delay in response. Hope the issue is fixed now. If not, please write to support@freshdesk.com and one of our agents will have this analyzed further.


Cheers!

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