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New Idea

Notes (+more) indication on listing view

Related products:Freshservice
  • October 16, 2023
  • 2 replies
  • 46 views
mczaper
Contributor
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Hi, would be nice if you can implement small indicator that any note is added to the ticket. Sometime ticket is moving between workspaces and teams. Information about private note added to ticket on listing view would be perfect. It would be a instant information that you should check the note first.

 

Those indicator can be also value for different information instantly accessible for agents like (new message from requester is waiting, tasks added to the tickets and how many of them, etc.)

 

It can be just an icon with count number.

2 replies

R
Active Contributor
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  • rbarney
  • Active Contributor
  • October 19, 2023

I agree with this,  Especially when legitimate tickets are opened for agents of FS, their replies are added as notes.  This is a flaw in FS that they cannot perform some logic that evaluates the requester to the incoming email and handle the reply appropriately.  As we onboard more staff into FS for business teams this is going to be a much bigger problem since more staff outside of IT will now be considered “agents” inside of FS.  

 

Anyway, I digress.  Even having the system state update to “Note Added” similar to “Requester Responded” would be nice.  Having an indicator to check a ticket is helpful.  

kpatterson
Top Contributor ⭐
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  • kpattersonTop Contributor ⭐
  • Top Contributor ⭐
  • February 29, 2024

Along with this, would love to have a way to clear an update indicator without sending a reply!

Use Case: I notify the customer that their equipment is shipping and ask them to let me know when they receive it.  They reply “thanks”.  Now I’m stuck with a note that the customer has replied so can’t seen easily when they reply again.  And can’t clear it without replying back to them!  

I would imagine the same would be true of the requested new field - the ability to acknowlege you’ve see and read the notice.

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