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Ticket creation

  • April 17, 2023
  • 1 reply
  • 70 views
DennisGlobal
Contributor
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Is it possible to create a ticket as a Agent,
Onbehalf of the Customer,
But having to wait for a response from the Customer?

When i make a ticket for the customer now, The Agent has to react in a certain amount of time.
But i want the reaction time to be on the Customer side. Not the Agent side.
(to prevent SLA issues)

Best answer by aravind.sundararajan

Hello @DennisGlobal By selecting the "+New email" feature in Freshdesk, you can generate an outgoing ticket. Such tickets are usually marked as closed until the customer replies, which means that the SLA (Service Level Agreement) will not be affected.

Cheers!

C

1 reply

aravind.sundararajan
Skilled Expert
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Hello @DennisGlobal By selecting the "+New email" feature in Freshdesk, you can generate an outgoing ticket. Such tickets are usually marked as closed until the customer replies, which means that the SLA (Service Level Agreement) will not be affected.

Cheers!

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