We would like to have an agent in charge of each forum who would receive a notification any time a new post is made into a specific forum. This will allow forum posts to be responded to much faster without the need to constantly check for new posts.
Closed for Voting
Agents to receive notification when a new forum post
This is already available - the agent just need to "follow" the Forum - they'll get an alert any time a new Topic is posted. We use this to provide a Field Alert function (we use Assume Identity to subscribe important customers in addition to just advertising the forum)
+6Thanks for the answer Keith, that was really quick. It is also interesting to know about using Assume Identity to subscribe your customers. Cheers.
Oh, perfect, just what we need. I used Freshdesk live chat to ask this question and the support rep said it could only be done by following a specific post. Both of us missed the fact that you can do it for a whole forum. Thanks!
One other note: Subscribing to the Forum will alert you of new Topics but not any replies to the Topics (this is a feature..) - to follow all new entries you would have to Follow each specific Topic as well. It would be nice to have a "Follow Everything" option...
Yeah, thanks for that...that's perfect. We just want to be sure new first posts are responded to quickly. Once a rep responds to the first one, they can always follow one they are there working on it.
+6Just to add to the point, when your rep responds to the topic, they will be automatically added as a follower to the topic to make it easy for them. Cheers!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.