+3Sometimes solving a ticket requires conversing with a 3rd party, be it a vendor, manager, or some other party. Currently, you can forward the ticket to a 3rd party, but once they respond, there is no way of continuing a conversation with them.
A feature to have a side conversation with a 3rd party would be extremely helpful.
This would be very important. We use Freshservice as an Enterprise Service Management and need this feature for conversatiosn with vendors, insurances, suppliers etc.
The current “forward” feature requires manual copy & paste of conversation snippets and then as mentioned opens a new, unrelated conversation when they reply. That has almost no advantage over copy & paste what you need into an outlook mail and breaks with out mentality to let the agents work in Freshservice for everything they need to do.
Also we need the conversation attached to the ticket, for documentation but also redundance reasons.
Technically this could be sort of a “child ticket”. I’ve set up and rolled out such a feature in Zendesk for a support team in the past. The functionality and workflow for the same purpose was awesome. And to go even beyond it would be awesome if by standard a side-conversation would be linked to one ticket, but you could also link several tickets for it. Example use case: you have several service requests and want to order the summary of them from your vendor but link the state of the purchase/delivery to all the affected SRs.
+14There is mail threading for Freshservice, FW need to activate it and whitelist domains.
The ticket number need to be in the subject if the e-mail. Set when you forward or with WFA.
Not perfect if the 3rd part doesn’t send back that ID in the subject it will fail.
Thanks Daniel, that could help in a few cases and I didn’t know there is e-mail threading Freshworks can enable.
I assume if the 3rd party replies, the requester might see the reply as well? In a few cases, like discussions with vendors, this might be not desired. There we would still need the (confidential) side conversations only visible for agents, but not for requesters.
+14Thanks Daniel, that could help in a few cases and I didn’t know there is e-mail threading Freshworks can enable.
I assume if the 3rd party replies, the requester might see the reply as well? In a few cases, like discussions with vendors, this might be not desired. There we would still need the (confidential) side conversations only visible for agents, but not for requesters.
As forward are always private I don’t think you can do that. But it would be nice if the customer could read the reply from the vendor in som cases. I think it would be better with the integration and use API.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
