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Posting Notices & Messages between Help Desk Staff

Related products:Freshdesk
  • April 12, 2011
  • 9 replies
  • 26 views
L
Apprentice

It would be great if management and staff could leave a notices for each other on the dashboard and/or delegate To Do items.

9 replies

K
Apprentice
  • kat
  • Apprentice
  • August 11, 2011

This would be great! Even a shared To Do List would be helpful.

R
Contributor
  • rkramer
  • Contributor
  • March 10, 2013

I would like the ability to use this also. Leave quick notes, new procedure, new things in Helpdesk, etc. This way all users can see them when they go to the helpdesk Dashboard.


Maybe a Dashboard ucstomization in Admin Portal with check boxes to Display "To-Do's", "Leader Board", "Admin Notes", "Available Quests". Being able to customize that right column would be great.



A
Contributor

Implemented? Where?

L
Contributor
  • luke_10029
  • Contributor
  • March 11, 2013

As the submitter of this request...I'd love to know where it was implemented also?

A
Contributor
  • abishek
  • Contributor
  • March 13, 2013

Sorry about that. I think that was marked in error. We have corrected it.

S
Community Debut
  • stuart_12800
  • Community Debut
  • April 28, 2015
As tech's we're always asking each other questions. Anything from 'Have you done XYZ?' to 'Can you order Widget ABC'.

We do this via notes but they can easily get missed.

It would be great if there was a way to add a note and choose another tech to nitify that we're asking them a question or passing them something to do.  IF there was then a summary/list showing questions that techs have asked other techs. You could then click to answer with each answer being added as a note on the relevant ticket.

 

H
Contributor
  • hrich
  • Contributor
  • February 5, 2016

I also voted for the link or sub tickets but this would work just as well   for us -so . . . 

R
Community Debut
  • rgravel
  • Community Debut
  • February 16, 2016

Has there been any updates on this planned feature?

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


There are multiple ways in which you can notify an agent to perform some tasks related to a ticket. Let's look into some of them:


1. Adding a note : The standard way of communicating an agent about the task to be done on a ticket. This triggers an in-app notification and also an email gets sent to the agent who's notified.


2. Creating child tickets to delegate tasks: You can use the Parent-Child ticketing feature to create child tickets for every sub-tasks to be carried out and assign them to a specific agent.


3. Invite & Collaborate: With Team Huddle, you can highlight specific sections of a ticket and invite an agent for a discussion within the ticket page. This would trigger an in-app & an email notification for the agent and also provides them a way to manage ongoing huddles.


Cheers!





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