We would like to be able to customise the summary information in the ticket list view. For example, it would be great to get a quick summary of the topic (i.e. the text you get when you hover over the ticket), and it would also be very handy to add the Company as a field.
All ticket fields should optionally be able to be added in the summary view.
Very happy to see Company added as a field, that makes it much easier to see who you're getting requests from. :)
Can we get feedback on this item? Customizing the "tickets" page would be extremely helpful for us.
Basic funtionality in our previous ticket system - Sadly not implementet yet (4 years after first request)
Any feedback on whether this will be added? Becoming difficult to expand our options with the restrictions in place by Freshdesk.
I really like that the summary feature has been implemented,. but I have a few suggestions:
The summary always appears below the initial email from a requester. Could this be moved to the top of the ticket? usually people who lack the time to read everything want the summary upfront (i.e. at the top)
Also, the summary would be nice if it could appear in a background color of your choosing, or if not a custom color, maybe a light gray or blue background?
Lastly, could the summary creation button appear on the top menu bar with the other options? It doesnt make much sense to add this button to the end of the initial requesters message
I've created a screenshot mock up below:
+12Thanks
Folks, we have recently introduced the Ticket Summary app that lets agents to pin a comment to the top of the ticket thread. This is particularly helpful in longer ticket threads where private notes can be easily missed.
Cheers!
Hi
It would still be good to be able to customise the summary box. Currently, although towards the top of the ticket string, it does not stand out to users
Could it be made customisable or could you adjust so the box outline was bold and in red????
Thanks
@Aravind S any update on this?
It would be great to put the summary at the beginning of the conversation and to have this "Add Summary" Button at the top !
As Jay Bee said before
+1 for adding summary to the top of the page. We would be using this when we have a lengthy back and forth with a customer and need summary notes for our field tech so they don't have to go through everything.
+1 as well, this puts the summary at the bottom if your team flips the ticket threads, my team all view the newest comment on top instead of the default setting. Summary really does need to be pinned to the top of the ticket and not locked to the Description.
I've installed the app into our Freshdesk, but can't see the summary anywhere.
Is the app broken atm, or am I looking in the wrong place?
Folks,
At present, it is expected to be tied to the description of the ticket, thus making it easier for the agents to reference data.
We are happy to explore more use cases and needs to have the summary stand out even better than how it is being prompted now and have the same incorporated on our roadmap, in future.
Thanks!
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