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Saving (new) tickets as drafts & separate permissions for creating drafts and sending

Related products:Freshdesk
  • October 6, 2015
  • 4 replies
  • 68 views
H
Apprentice

We run a helpdesk for a hosting company and we frequently have interns working here that aren't that adept at sending correct emails to our customers yet.


For this situation, we would like to have the possibility to have an intern (who doesn't have send-permissions) save a new ticket or reply ticket as draft (possibly with a certain status (completed, waiting for customer, etc.) and then have them send by another technician that actually has permissions to send the ticket to to the customer.


This would imply the following changes:

  • Create specific permission for saving a message as Draft (internal visibility only)
  • Give everyone that has send/save/forward/reply rights this permission as well
  • As soon as a draft is created by someone who does NOT have permissions to send/save/forward/reply a ticket, and this ticket is locked to his/her account, it should be unlocked and released into a higher queue.



4 replies

P
Contributor
  • pmesritz
  • Contributor
  • October 6, 2015

This would be a great addition.  

R
Contributor
  • rusty.wilson
  • Contributor
  • October 6, 2015

This is a great idea. As an additional use case - sometimes even an experienced CSR wants to get a second pair of eyes on a reply. Sure would be great to "save as draft" and then send the URL to your coworker who could open the ticket to review your draft reply.


Or when you start a reply, but don't finish it before [lunch | meeting | phonecall | doorbell | etc.] and you've suffered enough browser lockups to know that you better take what you DO have written and save it somewhere so the partial reply isn't lost...

M
Community Debut

This ticket is 4 years old, just wondering if there is any update with this save draft request? 

R
Community Debut
  • raj.kumar
  • Community Debut
  • May 17, 2020

Hello,


Apologies for our delay on getting back at this thread.

I hope you are all well. On this front, a custom role can be created to hide the reply option to that agent role. And for them to add a reply only for internal reference they could make use of the private notes. Private notes could only be seen by the agents in the helpdesk and not by the customers. You can refer more about the custom role in the below link. Also, it is to be noted that this provision would be avialble from the Estate and above plans.
https://support.freshdesk.com/support/solutions/articles/97077-how-to-create-a-new-custom-role-and-why- 

Also, you can make use of third party app called the "Note manager" to make the Private note as the default note.
https://www.freshworks.com/apps/freshdesk/note_manager 

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