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New Idea

Summary Field - Reporting or Mandatory

Related products:Freshdesk
  • February 26, 2024
  • 1 reply
  • 47 views

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Our Agents are supposed to provide a Summary for each ticket:

Solutions to assist with this would be:

  • Have a filter with the Summary field.
  • Include Summary Field as option in Analytics  
  • Make the Summary Field Mandatory.

 

1 reply

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I realize i’m a little late to reply on this post, but we have the exact same need. I appreciate that the Summary can be exported now (yay!), but through that feature, we’re seeing many tickets missing the summary period. I’d love if we could make this a mandatory field for closing the ticket. Another suggestion is to have ‘Generate Summary’ as an action within automation rules. Even the untouched FreddyAI summary is better than nothing.