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"Replied" Flag for ticket queues

Related products:Freshservice
  • January 8, 2025
  • 2 replies
  • 80 views
B
Apprentice
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I just wanted to add this in as a feature request.

Obviously with a busy support team, a queue can change every single time you view it.

One of the most disappointing outcomes is when you finally revisit a ticket and notice that the user has replied on the ticket hours before, however, there was no clear notification that they had done so.

If there were some type of Replied tag that would be visually noticeable on tickets that users have replied to (as the latest reply), this could be a major plus to stay on top of response times and resolution times as well as customer care in general.

    2 replies

    M
    Skilled Expert
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    • MDavies
    • Skilled Expert
    • January 9, 2025

    A starting point would be if we could Filter and/or sort by ‘State’ whereby we’d probably be looking for the State of ‘Requester Responded’ in this scenario.

    At least then you could have:

    • a widget on your dashboard showing Tickets where the Requester has Responded
    • have a filtered list of Tickets in ascending or descending order where the State is ‘Requester Responded’

    A workaround in the meantime would be to add custom Date & Time Field to your Ticket Form via Field Manager labelled something like ‘Last Requester Response’ and then enable a Ticket Workflow which checks if the latest Ticket Update was from the Requester which in turn populates your Date & Time Field for you each time.

    That Custom Field data can then be sorted and filtered on if you like to help you keep tabs on this.

      B
      Apprentice
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      • BrandonPace
      • Author
      • Apprentice
      • January 9, 2025

      ​@MDavies, I was thinking along the same lines. I can create a custom status (Requester Replied) then a workflow to update to that status once a requester replies (or preferably anyone other than the agent since sometimes the “real” requester is just CC’d in the email rather than sending). I think that I would also have to add to the workflow to update the status to Pending once the agent replies again.

       

      What would be nice would be to have something a little more visual than a status (maybe a red border around the ticket when the requester replies...), but I can definitely create a workflow to accommodate some sort of workaround in the meantime.

       

      Thank you for your time and consideration! 

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