As we know, Freshdesk cannot be currently well used for initiating email conversation from agents to customers. I was wondering whether it would be possible to simply create a new "Save and Reply" button to the New Ticket view. The behavior would be simply as follos:
- a new ticket is created, but no notifications are sent to the requestor... this is as "Save and Close" works already now
- the ticket is assigned to the creating agent
- the agent is forwarded to "Reply" functionality
This would be (in my point of view) simple solution and makes agents able to initiate conversations to the customers from Freshdesk. Each conversation would get a new ticket number right away.
In further development, New Ticket screen could be modified so that the reply could be typed right away on the same screen. In this case, the ticket description could be optional. I was first thinking that the description could be handled as reply, but it's too confusing - and still it's possible that the agent may need to enter some background details about the ticket.
A use case in e-commerce world is that customer should be informed about an ordered product that is not available. The customer service agent can create new ticket for the issue and use "Save and Reply" to write the first message to the customer. When customer replies, there is already the ticket number and customer's possible questions and all other further conversation is easily tracked by Freshdesk.
- Ville
