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Multiple Scenarios Execution

Related products:Freshdesk
  • September 16, 2017
  • 9 replies
  • 33 views
C
Contributor

I find it super tedious to run multiple selections on a ticket because I have to open the Scenario dialog scroll and click execute. The dialog closes and I have open it again and select the next one. Sometimes I might have 3+ scenarios to run.


It would be great if I could select many than click OK to run all in order of selection or just click Execute without the dialog being dismissed until I am ready to dismiss it (Esc or click and "x" button).


This would make ticket processing much more efficient. Even more efficient if I could use keyboard to select Scenarios from a text box or from within the Reply window.

9 replies

aravind.sundararajan
Skilled Expert
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Hello Craig,


I certainly agree with the fact that it would be easier to select multiple scenarios and execute them at the same time. Although it is not as efficient as you've mentioned, you can still use the keyboard shortcut( Press "s" key for scenarios ) and then use the text box to search for the specific scenario and then click on execute. 


The keyboard shortcut saves you a click at least ;) 


Cheers!

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  • craig_14155
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  • September 18, 2017

So the idea of multiple select and execute is not as efficient? I disagree. But if I had complete keyboard selection/execution of scenarios and canned responses, I would agree nothing is faster. The competitor we abandoned to move to Freshdesk has command line like access to their version of Scenarios/Canned Responses (they combine the two into one feature which is actually nice, as well). Obviously Freshdesk won out as our support platform but this is one of two big features we miss for productivity and ease of use.

To elaborate a bit on this command line type interface, imagine you you are in the reply window and you just want to type a few letters to search in place for a Scenario or Canned Response. To indicate that you want to execute a Scenario (as opposed to just typing in text meant to be part of the reply) you type ## followed by thanks. The ## indicates to Freshdesk that you want to search/select a Scenario, and as you type the letters t, h, a…, you see a dropdown of Scenarios with names that match that search criteria as you type (just like the Tags field). You simply arrow down to the one you want and hit Enter - boom, the Scenario is executed. Repeat for every Scenario you want executed. Now use @@ for Canned Response search/select/execute. This accelerates ticket processing at least 10x because it turns your support ticket system into a command line interface and your front line agents start crushing tickets in seconds (proven to be the case at our company).

Just my 2 cents from using 3 different support systems (the 3 most popular) in 4 years and 2 of them had this feature ;)

I still believe Freshdesk has the best overall platform but this is a feature that is not so seemingly important until you don’t have it anymore. I do hope Freshdesk product team strongly considers this enhancement as it shouldn’t be that difficult to implement considering you have some keyboard control already, it just needs a better UX (in place search/select as opposed to a full popup dialog).

Many thanks for the continued prompt responses on the forums, especially since this on the Feature Requests section and not the Bugs section. :)

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aravind.sundararajan
Skilled Expert
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I certainly agree with the fact that executing multiple scenarios at the same time is indeed efficient :) I was referring to the fact that using the keyboard shortcuts to execute scenarios is efficient than clicking on the scenarios button every time . The enhancement would definitely make the agents life easier and many thanks for explaining it in an elaborate way. 


I would certainly suggest this enhancement to the product team but as you know, the speed at which this gets taken up depends on the popularity among our users. Let's hope this post gets more love :)


We're trying to improve our presence on the forums and this certainly means a lot . Thanks for your continued support and love :) 


Cheers!

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aravind.sundararajan
Skilled Expert
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Hello Craig,


Hope you're liking the latest additions to Freshdesk. We've recently introduced quick actions in ticket replies that allows you to quickly search for a solution article/canned response and insert them in the reply. '/' key is used to invoke quick actions and you can type '/c' to search for canned responses right from the reply window. 


The scenarios aren't yet a part of the quick actions but we'd love to expand the functionality to cater different needs. Keep your ideas flowing in :)


Cheers!

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  • craig_14155
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  • July 10, 2018

This is definitely something we've been waiting for. Looking forward to "/s" for Scenarios ;)

aravind.sundararajan
Skilled Expert
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@Craig '/s' has been taken up already by solutions ;) Scenarios might have to look for an alternative :D


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.
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  • craig_14155
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  • July 10, 2018

/a then - Scenario Automations

aravind.sundararajan
Skilled Expert
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Nice one @Craig. Just a question - How do you plan to use scenario automations via quick actions? The reason I ask is that quick actions work in ticket replies and that's the reason why the first cut had insert solutions and canned responses option. Scenarios generally work on the background and predominantly make changes to the ticket properties.


Cheers!

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  • craig_14155
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  • July 11, 2018

This was something that Desk.com didn't have an issue with because the Reply text box was always "enabled" and you just executed "macros" (Scenarios/Canned Response combined) from there. We would execute as many as 5 macros that filled in the ticket properties so that we didn't have to click into each one of them. This is what is missing from Freshdesk and was the most time saving feature in Desk and what we miss most. So now, often fields get filled in wrong or not at all. Imagine 10 different types of tickets and the combination of values that each of those tickets might have. We would have a macro for each and it would fill the fields appropriately which reduces mistakes made by new agents and makes our reports more consistent/accurate.


So while the Canned Responses and Solutions actions are nice, the Scenarios are what make us most productive. It really shouldn't be that difficult (not at all based on my engineering experience and what I know about Freshdesk) to implement this especially when that Canned Responses and Solutions are already in place.


I hope this can be added soon.

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