What are your top 5 features needed?

One at the moment: To have a notification when a private note is answered. much like the "Customer Notification"

Agree for all the points, thank you David

Hi David,

I may be wrong, but I think you can accomplish "feature 4" by creating a Dispatch'r Rule?  Any request coming in by email, trash the request and send a note saying they must use the portal or call.

~ Kyle

Definitely custom fields per customer and a search for customer tickets

Hi Guys

To answer the feature requests

1. Parent/Child tickets. Basically expanding on the idea of tasks... allow sub tickets that can be assigned to different agents or groups. - Yes this is currently in discussion, but might take a couple months to be taken for development.

2. Ticket list page refresh - it's probably a server load issue... but even a 5 min refresh would be something. - Already in development and going for testing in 2-3 weeks time.

3. Some way to prevent users (maybe agents too) from re-opening old tickets. Once it's closed it should stay closed.. or could add option to allow the supervisor agent level to re-open them. - We've completed this feature using an Automation and will be going out by a month time, Testing is ON

4. Turn off ability to create new tickets from e-mails while retaining the ability to communicate about current tickets. We want people to use the portal or call. We've found that allowing e-mail to the help desk somehow becomes e-mailing the support staff directly, so we'd rather just say no new tickets via email... but we do still want replies to come in to update current tickets.

Hmm.. maybe allow exceptions by customer.. for example if some auto generated emails are used to create tickets. - Dispatch'r would be the Best bet,you can delete the Ticket and send an Email to the REQUESTER with some custom content in such cases.

5. Customer portal announcement area - where agents can post status messages for system outages, etc.. - Already in plan and will be taken for development after 1-2 months time.

regards

vijay

Thanks Vijay great answer

Is there an update to the 'Customer portal announcement area'? This is a pretty high need for us.

Has anything come of this?

Hello,

Majority of the features discussed in this post have been implemented already. Let me share the links that can help you understood more about each of these.

1. Parent Child ticketing - This is available as an app in our marketplace site. You can read more about this here
   
   
2. Ticket list page refresh-  This is available from the Estate plan onwards
   
   
3. Prevent users from re-opening tickets - Freshdesk archives closed tickets older than 120 days with no activity. Any replies to the archived ticket will result in creation of a new ticket. Also, you can create an observer rule that would put back the status to Closed if there's a reply on the ticket
   
   
4. You can use Dispatchr to detect the source of the ticket - Source is Email and then delete the ticket with a notice back to the customer inviting them to use the portal for ticket creation
   
   
5. This can be done via portal customisation on the Estate plan. The message has to be coded in the portal layout by the admin - We'll look into the possibility of adding an easily configurable widget with no coding efforts involved!

Cheers!