When an agent goes in the ticket they need to click on Agent and type their name so the ticket could be assigned to them. How about a button like PICK UP. The same that we have when we mark the ticket in the Common view and just add thet PICK UP button in the ticket it self. This would really improve the Agent’s experience !
Open : Open for Consideration
PICK UP button inside a ticket - great improvement !!!
+3Love the idea - A one-click “Pick Up” / “Claim It” / etc. to make agent’s lives easier would be great.
At present (at least in Freshdesk), we have an automation rule that automatically assigns the ticket to the first responding agent.
Yeah but the button is created. It’s in the ticket view whenever you mark several tickets you can use the button. I would love to see it inside the ticket and just click and pickup ticket.
+9- Top Contributor ⭐
Love the idea - A one-click “Pick Up” / “Claim It” / etc. to make agent’s lives easier would be great.
At present (at least in Freshdesk), we have an automation rule that automatically assigns the ticket to the first responding agent.
You can do that with freshservice and workflow automator as well. Doesnt replace a button within the ticket, I totally agree on this.
Besides of that why not make the bar within the ticket more customisable. See my proposal in this other idea post at the very bottom. That would also solver your issue.
+8New Idea→Open : Open for Consideration
+1Make sure an agent can set the defaults for this button just in case they are a member of multiple agent groups.
+11- Community Manager
Hello Everyone,
Quick update on this idea: While it was open for consideration, it’s not currently being prioritized. If I hear from our PMs, I'll be sure to pass along any updates. Appreciate your patience in the meantime.
Thanks!
+4- Top Contributor ⭐
+11- Community Manager
Hello
I completely understand the community’s interest in this improvement, and the number of votes certainly reflect the support for it. I’ll follow up with the PMs again to understand their reasoning and see if there’s an opportunity to revisit the idea. I’ll keep you posted.
Hi everyone, this is Senthil from the Product Design/User Research team.
Thank you for the valuable suggestion! Adding a PICK-UP button inside the ticket would streamline the process by eliminating manual steps and enhancing agent efficiency.
We are considering this as part of our upcoming design-led initiative and plan to incorporate it in Q2. I will follow up with an ETA soon.We appreciate your input!
+5- Top Contributor ⭐
I agree that this would improve agents’ experience and support the idea !
Hi everyone, this is Senthil from the Product Design/User Research team.
Thank you for the valuable suggestion! Adding a PICK-UP button inside the ticket would streamline the process by eliminating manual steps and enhancing agent efficiency.
We are considering this as part of our upcoming design-led initiative and plan to incorporate it in Q2. I will follow up with an ETA soon.We appreciate your input!
any status? :)
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