Hello Freshdesk Community,
I am writing to propose the addition of three new features that would greatly enhance the functionality and user experience of Freshdesk.
Scheduling Ticket Reopen:
The ability to schedule a ticket to reopen automatically on a specified date and time would be incredibly useful for managing follow-ups and ensuring timely responses. For instance, when an agent marks a ticket as pending, they should be able to set a future date and time for the ticket to reopen automatically. This feature would help in better managing workload and ensuring that no follow-up tasks are missed.
Opening Multiple Tickets in Tabs within the Same Window:
It would be highly beneficial to have the ability to open multiple tickets in separate tabs within the same browser window. This would streamline workflow and improve efficiency, especially when handling several tickets simultaneously. Having multiple tabs open within the same window would allow agents to switch between tickets quickly without the need to navigate back and forth within the Freshdesk interface.
Streamlined Ticket Merging:
Currently, when attempting to merge tickets, the system requires entering the contact email, which can be unnecessary and time-consuming. It would be much more efficient if tickets from the same customer appeared automatically during the merge process without the need to enter the customer's email. This improvement would save time and reduce friction in managing related tickets.
I believe that these features would significantly improve our team's productivity and efficiency in handling support tickets. I am confident that many other Freshdesk users would also find these enhancements valuable.
Please vote for this idea if you agree that these features would be beneficial. Thank you for your support and consideration.
Best regards,
Amir
