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Easily Identify Tickets customers have responded to on ticket screen even when tickets are overdue

Related products:Freshdesk
  • September 20, 2012
  • 8 replies
  • 56 views
C
Contributor
Hi,
It would be great if the 'Customer Responded' status on the ticket screen was separate to the New/Response Due/Overdue status.

For example, when tickets are Overdue, you cannot easily see that a customer has responded to the ticket because the overdue status appears instead of the customer responded status.....you need to look at the writing that says Customer or Agent responded xxxx ago.

You should be able to see which tickets have been replied to at a glance.

8 replies

B
Community Debut
  • brian
  • Community Debut
  • November 28, 2012
This was submitted in september, and there has not even been a response. Will it be addressed?
V
Contributor
  • vijay.shankar
  • Contributor
  • November 28, 2012
Hi,

We won't be separating this CUSTOMER RESPONDED from the LABELs, because LABELs are mainly tied to SLA, but we will try to address this some other way, maybe add some other notification in the Ticket List view, which makes the CUSTOMER RESPONDED more priority or gives more focus

regards
Vijay
D
Apprentice
  • david_10227
  • Apprentice
  • March 21, 2013

Vijay, please address this.  It is such an obvious, critical, necessary feature and so easy to implement (you already have the data to do it).  At the very least you could just put the "Agent responded" or "Customer responded" in bold font.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello everyone, 


We understand the importance of giving the Customer Responded information more priority over other labels such as Overdue. 


Will surely look into this and see what can be done. Sorry for the inconvenience. 


Thanks,

Annapoorna 

Head of Community
J
Contributor
  • justin.smal
  • Contributor
  • March 22, 2013

That be great...my guys  are missing stuff, as they are so used to the big blue bar when a customer responds. Took awhile to twig that we were getting responses but due to the the ticket being overdue we missed it. Now we know where to look, but its ot very in your face user firendly!

H
Community Debut
  • harun
  • Community Debut
  • April 29, 2013
Hi Annapoorna

Our agents are also struggling with this  problem.  Please advise if a solution has been found.

Kind regards

 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Folks,


If a customer responds to an Overdue ticket, the label includes a red dot indicating that the ticket was Overdue. Here's how it appears on the ticket list view page :


image


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
J
Community Debut
  • jazen.eroles
  • Community Debut
  • January 11, 2018

Hi,


Can the "Customer Responded" notification be activated in every instance that a ticket is responded to or update by a requester or anyone copied in an email please?


This will make flagging of updated tickets more visible to any agent, I believe.


If you can please advise.


Thank you.

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