Replies posted by ggirdwood
As far as I'm aware there isn't a way to pull out the 'customer responded' flag to a ticket view.We have a lot of different ticket statuses and processes which set them to the relevant status so we can pull out that information.So let's say we have a ticket at open and an engineer responds by email to the customer and the ticket is awaiting their response; Ticket Logged - Status: Open Engineer assigns himself to the ticket and begins composing a written response - Status: Await Support Engineer sends written response to customer - Status: Await Customer Customer responds to written response - Status: Update Required Another example could be that we attempt to call the customer but can't reach them; Ticket logged: Status: Open Engineer assigns himself to the ticket and calls customer - Status: Await Support Customer unavailable, voicemail left, email sent to customer advising of attempted contact - Status: First Contact Required Customer responds to email and asks for a schedule call
Hi Paul,I've been having lengthy discussions with FD over the last few months and this will be addressed allegedly in the coming weeks, they are worried that changing the way it works would result in fewer responses from requesters... which I am bemused at, the current responses aren't a true reflection as you can't say if a requester has chosen the rating themselves.Cheers,Grant
Hey Lionel,You'll need to ensure the subject matches up with the way that tickets are tracked in FD.So - in Freshdesk they track tickets in the subject with the call ID e.g. [#123456] if this is not in the subject the emails will create a new ticket.Not sure how you can get around it but I thought I'd explain why.cheers,grant
I noticed the type not being allocated automatically since the recent update - which personally I prefer as it always defaults to question and not every call is a question so it prompts my team to categorise the call type correctly as opposed to running a report and finding out that 90% of calls were allegedly questions!!There have been a few glitches since the recent update one of them being in ticket view it only shows the land line number of a contact where as before it used to show the main line and a mobile number - I've been provided with a freshplug but was advised it was removed for design purposes which is just madness!! Agents need to see as much information on a single screen as possible.
Hi Mark,Do you use Microsoft Exchange? If so, what we do is have a support mailbox which our customer mails to (so we can keep an archive of all inbound emails from customers - just in case) - we then use hub transport rules that; Delivers mail to the support inbox Adds a BCC to the freshdesk email address Includes exclusions from subscription emails, internal emails and others Works a treat and is worthwhile exploring :)Cheers,Grant
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