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Clear first response due when agent and contact are the same

Related products:Freshdesk
  • January 3, 2020
  • 6 replies
  • 93 views
T
Apprentice

We have instances where an agent might want to open a ticket for themself and they are the appropriate agent and contact. When doing this, it is impossible to clear the first response due flag unless you change the contact to someone other than yourself and add a reply or public note. 


The issues we have with this annoying workaround:


  • Extra step of setting the contact temporarily to anything other than yourself just to send a pointless reply/public note
  • Sends an unnecessary email notifications to that temporary contact

Can we have a setting that says if Agent and Contact are the same, first response due does not apply?

6 replies

A
Community Debut

Hello Tim,


Since the first response due is essentially calibrated with respect to a user who is not a part of the helpdesk keeping in mind the issue raised, it would be required for the user to be a legit requester and not a pseudo requester. We are afraid we would not be able to bring in this option now. However, we would be able to automate the change of requester through an automation for tickets raised by agents. Hope that helps.


Cheers!

K
Community Debut
  • kyle_12454
  • Community Debut
  • April 8, 2020

@Aishwarya can you show how to setup this automation?

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • July 28, 2020

Hello Kyle!


You can trigger a webhook via automation to update the requester when tickets are raised by agents. Refer to this link to get detailed insights on using webhook in Freshdesk.


Hope this helps. Feel free to drop an email to support@freshdesk.com for further queries! :)

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
bowserkb
Community Debut
  • bowserkb
  • Community Debut
  • July 12, 2022

Hard to believe this isn’t something you can turn on and off. We use Freshdesk for all things IT and a majority of our tickets are raised on behalf of ourselves and not anyone needing a first response. I guess FreshDesk just isn’t what we’re looking for...

NeilMarshTA
Community Debut
  • NeilMarshTA
  • Community Debut
  • August 18, 2023

A lot of my work involves generating tickets myself that have no other requester.

After becoming frustrated that when I unnecessarily replied to the ticket, it doesn’t remove the “First Response Due”, I have come here to seek a resolution to this BUG.

I’m rather shocked to discover that it has been known about for 3 years and no one intends to do anything about it.

C
Community Debut
  • CollinFord
  • Community Debut
  • August 31, 2023

We're forced to set the contact to a temporary entity, even if it's irrelevant, just to send a meaningless reply or note. Secondly, this triggers unnecessary email notifications for the temporary contact. It would greatly improve efficiency if there was a setting that, when the agent and contact are the same person, automatically bypasses the "first response due" requirement. This would eliminate the need for these extra steps and notifications, streamlining the process. 

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