Needs Attention Flag - Customer Responded Flag

Have you tried using the “Watch” function?

Hi,

I think @vijay_2am ‘s description is not entirely accurate. 

The problem: 

• Customer Responded Flag appears every time when customer responds, even if the reply is an out of office message or a simple “Thank you”
• To remove the flag, agent would have to reply or add private note, but it can create unnecessary redundant messages (see first point). So this is not always possible. 
• In those cases the Customer Responded Flag becomes useless, as the customer did not actually responded and we are still waiting for the real response. 

Solution: 

Make it optional for the Agent to remover the Customer Responded Flag

Thanks & Regards,
Zsófia 

Hey FreshDesk Team, do you have any update on this? Customers have been complaining about this for awhile, on several different forums threads. Please fix it. It’s very annoying. You need to add a way for us to manually clear the Customer Responded flag. Please listen to us.

Same here, please implement this.

Being able to clear the “Customer responded” flag would be amazing. I have several tickets that will need to stay open for months at a time, only to be sitting at “Customer responded” because they replied back with something like “Thanks, I’ll reach out when we are ready.”

It’s very tough to try to keep an eye on these tickets waiting for when the customer actually responds. I’d like to be able to clear the “Customer responded” flag so that I know when the customer responds again in the future.

Closing the ticket and waiting for it to open again is not an option.

If you’re in there adjusting the “Customer responded” flag, it would also be nice if it had a counter for the # of times a customer has responded without an agent response. For example, a customer sending in a ticket, and then responding several additional times with “This is an emergency, please help” or “It’s been 2 minutes without a response, this is unacceptable!” :-)

With it just saying “Customer responded”, you don’t know if the issue has been escalated. Seeing something like “Customer responded (3)” would be very helpful.

Please consider the implementation of this. The ability to mark a ticket as read or clear the customer responded flag would allow agents to be able to disregard tickets where a customer has just responded thanks or they have an action themselves off the back of the ticket and they have acknowledged this.

Well, you can add me to the list of those asking for something that won’t get changed.

The amount of times a customer replies with something that isn’t an actual reply is hard to filter and is super annoying to see.

Had an email undelivered flag added. We removed the incorrect email and resent correctly - but the undelivered flag remained.

The ability to edit would be great

Yes yes yes!  Ability to clear flags so flags will mean something!

I’m chiming in, and would also like to see this feature.  For a ticket to sit there with “Requester Responded”, but has been actioned by the agent is annoying, and draws unnecessary attention.  Please add the feature to “clear flag”.

just chiming in to second basically everything stated above. Including that it boggles my mind how such a simple feature that has been requested for years can't just be implemented. (except that it's clearly cheaper to silently ignore customers requests)
tbh, it should have been a part of the premise from the beginning.
Doesn't fill me with confidence for this software.
nor does the fact that the most active user here seems to only provide workarounds for similarly easily solved basic requests, without any further suggestion of tackling the actual issue.

That is a concern - we have found some workarounds to things that are just annoying. Sometimes I think posting a workaround can be counter-productive…..because a workaround exists, doesn’t mean the problem shouldn’t be addressed. As the product matures, I hope it becomes more about making the product better rather than adding new features that only a subset of customers are looking for.

What we’ve done to get around this is to create a new status - Customer has responded, and automation to catch the incoming response, and change the status.

It does the job for us, but the system should really have functionality out of the box to achieve this.

Agreed. this would be nice.

Concerning that this is 2 year old though

I have emailed FD support about this also.  

They offered this work around.  It works, but is time consuming...

WORK AROUND

1. Create a public note (not a private note),
2. Save it, then delete it.
3. The “Customer Responded” tag is now removed. 

Cheers

The workaround does not address the concern as public notes are shared back to the customer whether or not you delete them.  I might as well simply reply to the customer saying “thank you for saying XYZ” to clear the flag.

The above is what we do as a work around. 

We have turned off the email notification to customer for public notes, so the customer is never aware of it.

Ah - just caught that this thread is specific to FreshDESK not FreshSERVICE.  Frustrating that such similar products operate differently.  In FreshSERVICE there is no “public note” option under the Requestor email communications unfortunately so these can not be turned off. (They can be turned off only for CC/Shared and Agents)

@kpatterson thanks for pointing this out, I hadn’t noticed that it was just for FreshDesk.

Please can this also be implemented for FreshSERVICE

Heyy @kpatterson and @JoKing - We can check if this Idea already exists for Freshservice, if not we can create a new one. 

We have found in our testing that a Private Note doesn’t do it. You must add a Public Note or a Reply.

This is ridiculous. We receive approx 1,100 tkts/mo with a staff of 14. We can’t do this all of the time.

Yes, please!!