We would like the ability to individually or bulk convert Freshdesk tickets into Forum items, specifically Feature Request Forum items. This ability would be available to target Agents or Groups of Agents. Permissions to do so should be broken down such that individual ticket conversion and/or bulk ticket conversion can be applied to an Agent, Agents or Group.
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Convert Tickets to Forum Items
+6Hey, we are already working on the feature to convert tickets into forum topics. The agent will have the ability to convert individual tickets into new forum topics. We will keep you posted with more details once we roll out the feature. Cheers :)
Hi Sajesh, do you have any idea of the timescales for this feature? We'd find this really handy as well.
We need this functionality as well. We've just launched forums and ned to be able to push content from the support tickets to forums so we can populate them quickly and make them a useful resource. Any ETA?
+6A quick update to all, we are in the final stage of development and you can expect to hear from us in a couple of weeks. Cheers :)
+6We are glad to inform you all that the feature to convert a ticket into a forum topic is now available!
You can find the option under 'More' in the ticket page as show below:
When you opt for 'Convert to Topic', you will be redirected to topic creation page and you can go ahead to post the forum topic under the requester's name.
Feel free to drop in your feedback about the feature. Thanks.
- Sajesh
+6Kevin,
The ‘Convert to topic’ option will not be available for the below cases:
- Unverified contacts (without verified email)
- Accounts with forum disabled
- Agents without Forum access (scope)
-
Tickets which are already converted as topics
Kindly check for the above cases and let us know whether you see the option for the remaining cases.
Sajesh, why do contacts have to be verified before you can convert their ticket into a topic? We find this incredibly limiting as customers shouldn't have to necessarily activate an account with us in order to receive support from us. Can this be changed at all?
+6Hey Katie,
Thanks for bringing forward your concerns, really appreciate it. However, we would like to let you know that we consider only verified contacts and cannot handle unverified contacts for the below reasons:
-
Generally only verified contacts can create a forum topic from the portal (we send an activation email for verification to new users)
-
Users receive email notification when there is a new response to the topic
Hope this helps!
Hi Sajesh,
In our specific case we can't see the convert to topic option as it's only available to requesters that have access to the forum. However in our specific scenario we want to use the voting option of the Feature Request to allow the Consultant Agents to vote on this new Feature without informing the customers.
Can this be done or does it always have to be activated on the customer portal for the requester as well?
Thanks in advance.
Hi Sajesh,
Regarding your info above, we have turned off the activation emails for our customers as they were very confusing. Our customers couldn't understand why they would have to activate an account to get access to support, and they were confusing it with our product activation.
Also, when a customer emails us for support, and we would then like to convert the ticket into a topic, we already have their email address. So why would they need to provide it again? If they email us for support/submit a ticket on the portal, they have to enter a correct email address in order to get an answer any way.
So, in summary, it would be great if even "unverified" tickets could be turned into topics. If this is possible, it would be excellent.
It's a year later and I still cannot convert tickets to the forum. Where are we with this function?
+6Hans, the option to convert a ticket to a forum topic will be available when you click on 'More->Convert to Topic' in the menu on the respective ticket page (as shown below)
As mentioned in the previous comment, the convert to topic option will not be available for the below cases:
- Unverified contacts (without verified email)
- Accounts with forum disabled
- Agents without Forum access (scope)
- Tickets which are already converted as topics
Hi Sajesh,
Have there been any further discussions on being able to convert "unverified" tickets (unverified contacts) to a forum topic?
This would be a huge benefit for us and it would be great to get an update.
Thanks.
Yes, I also would like to convert tickets into forum topics without the need to have users verified. My goal is to build a support system with the forum from ticket and enabling customers to research questions other customers might have had. The forum isn't very valuable without data and I don't want to be duplicating my work by inputting data that already exists.
Thanks,
Vince
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