Please implement the placeholder for the current logged in agent. For e.g. in the reply templates there is only placeholder for the agent who is assigned to that ticket. But that is senseless in our case because when opening a new ticket, the ticket doesn't have an assignee, so the placeholder is not filled. Therefore it would be cool if there is a placeholder for current logged in agent.
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Add placeholder for current logged in agent
This would get rid of a lot of confusion and save a lot of work for agents if implemented.
We cooperate a lot on our tickets and use signature lines on every email that is sent out, but we currently have to change the name each time, or if we forget, the customer thinks that the email came from the agent the ticket is assigned to instead of who actually wrote it.
I would also recommend adding placeholders for {current_time} and {current_date}.
We would really like to see this feature, too.
Our customers suffer from the same problems regarding the 'real' person who answered the ticket in the given response. This is very often not the {{ticket.agent.name}}.
So, please add such placeholder!
As a new user of Freshdesk (after moving from Zendesk) we are just configuring our system emails in the system. I want to be able to use the currently logged in Agent name in place of the {{ticket.agent.name}} in the Replies email when responding to our calls in the system. In searching your support pages and reviewing this thread I can see this is possibly not available in the system, can you confirm whether this is still the case and whether this will be included?
We have calls assigned to agents however our team are transient and any other team member may update or respond to a call however the call will remain assigned to the original agent quite often so it would make sense for the reply to be the current agent replying and not the assigned agent. Also, as mentioned by others, there is no name added to the reply if the call has not yet been assigned an agent.
We would find this usual too - in our case agents sometimes respond to tickets they're not assigned to! (As the other person is busy or they are away that day.)
+2I'm amazed that this was requested years ago and still hasn't been added. This seems like it would be easy to do, after all, the "From" address always shows the logged in user. Add a placeholder that inserts the name of the 'current agent' instead of assigned agent. It looks really silly when an agent replies to a ticket which is assigned to a different agent, and forgets to change the name in the email signature. The user gets an email from "Joe" that is signed "Thanks, Bob".
+12Hello,
Sorry for keeping silent on this thread for a (very)long time ! Trying to convince the product manager to look into this feature and quite literally, losing some calories daily running back & forth ;)
We're looking into an alternative of achieving this through an app - still at the nascent stage though ! Just wanted to share my thoughts here out to the community. Will followup with the team and see if I can fastrack this request !
Cheers!
+12Some happy news,Folks. The app has been submitted for review and you should soon see it live on the marketplace. I'll post an update here as soon as the app gets published. Don't forget to bookmark the link ;)
Cheers!
Hi
In my opinion this isn't usable .. Great effort but ..
Since the cursor, in the email template, need to be where you want to agent name to be place, you would instead need to move the cursor to start typing your answer.
Using signatures is a better work around since I don't need to move the cursor everytime I'm answering a ticket.
Hi guys, this works well, is there any chance we can have the option to have just the first name please? I have tried to update the profile name to only have the first name but you don't allow that.
Yes, I agree the cursor issue is a small problem and I'm sure I'm going to get a lot of complaints from my agents. Cant, you have a placeholder to add to the template and then the cursor can be left at the ready to type place.
+12Hi,
@Joakim: We can also think of an alternative solution wherein we can populate the current logged in agent's name in a ticket field and then use the ticket field placeholder to populate the value in the signature. Do you think that would serve better?
Having the replying agent name as placeholder would be beneficial but at the moment, there are lot of backend operations that need to be done to support this. This is the reason why I wanted to provide the app alternative.
Cheers!
+12@Joakim: I can re-write the app to add the agent name to a text field - say, we name it as agent name. You could then use the placeholder of this field "{{ticket.agent_name}}" in the reply template so that the value is automatically filled in. Do you think that works?
Cheers!
@Aravind:
If you invent a new placeholder or change the current value of ticket.agent_name-placeholder when another agent, than the one who owns the ticket, answers the ticket, doesn't matter for me. Although I think a new placeholder would be the most educational/pedagogic.
just a curious question - what is the benefit of using a common reply template and having this app installed, vs using signatures? in which scenario would the former be more beneficial than the latter?
+12@Joakim : I'll work on the version and will reach out to you for feedback. Thanks :)
Cheers!
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