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Update Ticket Properties when sending reply

Related products:Freshdesk
  • May 21, 2013
  • 5 replies
  • 42 views
A
Apprentice

Hi,


One thing I noted by using freshdesk for about 3 days is that everytime I send a reply to a costumer, I lose the changes I'd made in the "Ticket Properties" sidebar (I am using the new Ticket View). This happens because I always "Send and set as Pending", and then the software closes the page and go back to tickets view (which I think is the right thing to do). The problem is that the user expects that changing Ticket Properties and Reply to a ticket are all part of the same task. So, the "Send" button should save the properties too. Or, at least, before exiting the page, the user expects to be warned if he is going to lose something not saved.


The normal workflow of an agent is:


1 - Enter the Ticket

2 - Read the message

3 - Set the Ticket Properties properly

4 - Reply to the customer

 

So, I think the software should:


a) Auto-save Ticket Properties as it changes

or

b) After "Save and set X", save Ticket Properties before exiting the page 

or

c) Warn user that there is changes not saved in the Ticket Properties section and he will loose it if continues.


For me, the best option for usability is A...


Thanks,

Atimoda

5 replies

A
Contributor
Forum|alt.badge.img+1
  • adam.raymond
  • Contributor
  • May 26, 2015

I agree this is badly needed. I was surprised when we started using Freshdesk that there wasn't a warning when navigating from a page that had unsaved changes.

P
Contributor

Hello Atimola,


I have your same issue: I have some ticket fields that an agent must fill before closing the ticket.

I created this freshplug that prevents to click on the "Update" button the the ticket reply is Open:


   

<script>
  jQuery(document).on('click','#helpdesk_ticket_submit',function(){
  	if(jQuery('#cnt-reply').css('display') != 'none') {
      console.log('click!');
      alert('You have a reply open!!.\nPlease use the "Send and Set as ..." button or discard the reply!');
      event.preventDefault();
    }
  });
  jQuery(document).on('click','#helpdesk_ticket_submit_dup',function(event){
  	if(jQuery('#cnt-reply').css('display') != 'none') {
      console.log('click!');
      alert('You have a reply open!!.\nPlease use the "Send and Set as ..." button or discard the reply!');
      event.preventDefault();
    }
  });
</script>

 I'm not a JavaScript developer, so any suggestion to improve it is more than welcome!  

P
Contributor

Hello,


why this is marked as implemented ? Freskesk did something in that regard ? The freshplug is just a workaround...

P
Contributor

More over: the Freshplug doesn't work with Mint version of Freshdesk.

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

Hello,


We're aiming to tackle this problem with the new Mint interface. Now, the agent can choose the properties and then send out the response without having to worry about losing the selected values. The system automatically checks for the latest ticket field values and updates them, after which, the reply gets sent. I've recorded a quick video to demonstrate this case.



Cheers!



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