Hi,
My name is Niklas and I'm a product manager with Freshdesk.
We're currently evaluating potential improvements for the agent notifications in Freshdesk.
I'm keen on hearing your feedback:
Feel free to comment in this post or drop me an email (firstname.lastname@freshworks.com).
Thanks,
Niklas
Hi,
It would be great if on private notes within a ticket, agents could 'react' to the note e.g. thumbs up/down etc. as a quick way of illustrating that the other agent understands/is carrying out the response.
This would then notify the agent through FreshDesk, but not send an email notification.
Equally, if an agent has already read the notification on FreshDesk, it is unnecessary for them to receive an email too. I realise this email probably send at the same time as the FreshDesk notification and the delay is simply the time taken to send the email, so don't think that this can be changed.
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