I believe this flag what we call in ITSM world is “Needs Attention”, is set when the ticket assigned to you is updated by anybody other than you. That means it will show up in your ticket dashboard as highlighted.
And as soon you as an assignee make any changes to this ticket, this flag should be reset to null. And this is how it should work. If it isn’t, it has to be made available.
Cheers
I have emailed FD support about this also.
They offered this work around. It works, but is time consuming...
WORK AROUND
Cheers
Absolutely insane that this is their solution instead of adding a simple option to clear the flag.
Could we create our own automation for these steps?
It appears that resolving this issue might take some time. The workaround suggested by Freshdesk involves the following steps:
Work Around
Create a public note (not a private one).
Save it.
Delete it.
This process removes the “Customer Responded” tag.
I perform these steps frequently to remove the “Customer Responded” tag. I’m wondering if there’s a way to automate this process. Perhaps we could record a macro to do it?
I’m not sure if this is possible, but I wanted to share my idea. Does anyone have any thoughts on this?
I understand that this isn’t an ideal solution, but I wanted to see if it could be a feasible option. I’d love to hear your feedback.
Hey there,
in theory, you could develop a custom app, which shows a button “Mark as read” and once clicked, this button creates the public note via API call and immediately deletes it via API call.
I just tried to create a public note via API → This removes the “Customer responded” flag aswell.
Limitations:
This solution would consume 2 API calls from your api limit and I don’t know exaclty, if every plan supports custom apps.
Best
Tom
FYI: I emailed this to Freshdesk support today…
Hi There
I am writing to highlight an ongoing issue that significantly impacts our daily workflow, and which appears to affect many other users as well.
The only workaround currently available is to add a public note and then delete it, which resets the flag without sending a reply to the customer. While functional, this method is inefficient and not scalable for teams managing high ticket volumes.
We would like to request the following:
This feature request has already been raised in the community (Idea ID: 23711), and we strongly support its implementation.
A more flexible and automated approach would greatly improve the user experience and operational efficiency.
Thank you for considering this request.
We would appreciate any updates on the roadmap or interim solutions that may be available.
Kind regards,
Sometimes it feels like these idea boards are pointless - unless it’s an AI function, of course
Yes, that’s correct — in Freshdesk, the “Customer Responded” or “Needs Attention” flag is triggered when someone other than the assignee updates the ticket, usually the customer. It’s designed to alert the assignee so they can take the next action.
Once the assignee updates the ticket (reply, note, or status change), the flag resets automatically. If it’s not resetting, it could be a workflow or automation issue, and you might want to check ticket rules or raise it with Freshdesk support.
We’ve stopped using the state field completely, using a statuses of “customer has responed”, which we can then clear when we want.
Hi Freshdesk Team,
It appears this feature request has been circulating for over 10 years, yet no changes have been made. I have found numerous tickets and forum posts from other users asking for the same functionality, which clearly shows how widespread and long-standing this need is.
Many of us rely on Freshdesk daily, and this missing feature continues to be a source of frustration. It feels like we are not being heard, despite the consistent feedback from your user base.
I was eventually offered a workaround – creating a Public Note and then deleting it, which I now use every day. However, this solution was not proactively shared and took considerable time to discover. If this is the only viable option, please communicate it clearly to your customers so they are not left searching for answers.
f this feature is not going to be implemented, we ask for an honest and transparent explanation. A clear “yes” or “no” would help users plan accordingly and avoid ongoing frustration from waiting on something that may never be delivered. At this point, it appears there is no intention to develop it, and if that is the case, we would appreciate being told directly.
I will be posting this message in one ticket and linking it to others, so users can easily find the information and the workaround without having to dig through multiple threads.
Kind regards,
(On behalf of many Freshdesk users)
Links to the same topic…
1 https://community.freshworks.com/ideas/ability-to-clear-customer-responded-flag-without-responding-12266 - this was created 10 years ago!
2 https://community.freshworks.com/ideas/needs-attention-flag-customer-responded-flag-23711 (Used this ticket to post this message)
6 https://community.freshworks.com/ideas/add-option-to-remove-customer-responded-flag-32841
Some (only some) of the comments from users
attached
Funny this pinged me again this week…. my service managers are asking me to solve this exact issue again. I have worked in 4 separate companies using Freshworks and they have all asked for the same thing.
I was asked to add status options and workflows to drive the behavior they want, when it could just be a feature. 😂
Does FreshDesk take any customer suggestion seriously? I’m astounded that this has yet to be resolved.
I have emailed FD support about this also.
They offered this work around. It works, but is time consuming...
WORK AROUND
Cheers
Absolutely insane that this is their solution instead of adding a simple option to clear the flag.
How is that helpful? A public not emails the requestor (unless you turn those emails off).
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.