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[REQUEST] Response Due Filter

Related products:Freshdesk
  • October 18, 2017
  • 1 reply
  • 16 views
J
Apprentice

FreshDesk,


This is an issue that I am running into know that our company has SLAs full set up.


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Agents can see when a ticket is due and further filter by, Overdue, Due Today, Due Tomorrow, Due Next 8 hours.


They can also when the ticket is due in the overall ticket search field. However there is no way for agents to view by when the Response is Due.


I'm finding that this is causing our First Response SLA to plummet dramatically as agents have no way to accurately find these tickets.


image


This seems like a relatively simple feature to add in that would increase the overall functionality and efficiency of FreshDesk.


Of course agents can view Response Due in each individual ticket, but that isn't really efficient at all.


Regards,


Jalal Hassan


1 reply

aravind.sundararajan
Skilled Expert
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Hello,


In the new Freshdesk Mint interface, we've introduced another view type namely, the table view. This offers the agents to customise the data that gets displayed in the ticket list page as columns. You can edit the columns to display both the response due and the resolution due time for a ticket.



Cheers!



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