Needs Attention Flag - Customer Responded Flag

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

1. Create a public note (not a private one).

2. Save it.

3. 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.

See here…  https://community.freshworks.com/ideas/needs-attention-flag-customer-responded-flag-23711/index2.html

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:

1. A native solution to manually clear the Customer Responded flag without needing to reply or use workaround steps.
2. An increase in priority for this issue

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,

​@Altus thanks for flagging this.

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.

​@herrybrook but not every customer response requires an action, and you can end up in a back and forth of replying to acknowledge their reply, only for them to reply again.  The system just needs a button “acknowledge response” that clears the marker.

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)

3  https://community.freshworks.com/ideas/ability-to-clear-customer-responded-flag-without-responding-12266/index2.html

4  https://community.freshworks.com/automations-and-workflows-11361/removing-customer-responded-flag-22114

5  https://community.freshworks.com/ideas/ability-to-clear-customer-responded-flag-without-responding-19153

6  https://community.freshworks.com/ideas/add-option-to-remove-customer-responded-flag-32841

7  https://community.freshworks.com/ticketing-agent-productivity-11362/ability-to-change-state-in-a-freshdesk-ticket-25547

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.

How is that helpful? A public not emails the requestor (unless you turn those emails off).

I see two possibilities: either Freshworks is unable to solve the problem or they don't care. The 'workaround' is a joke!

Unfortunately, I have already noticed this with other issues as well. For example, the adjustment to the 24-hour time format was requested years ago, and still, nothing happens. It increasingly seems like indifference to me. An upgrade to higher versions should therefore be considered carefully!

Came looking for this as well. What the..? 10 years and not able to solve a matter that should take less than an hour!