Replies posted by cfrank
My personal preference is to NEVER delete tickets. I've removed all rights of deletion from all employees.The accounting of tickets is impossible with ticket voids. Of course, to each their own, however, I'd rather have some inaccuracies in my metrics than holes in my ticket count.Please pardon my 2 cents. :) I'm just interested in others workflows.
Bethany,While this would be convenient, I understand why it hasn't been implemented as such. This would minimize the requirement of buying more licenses for more agents. Since you could send to "random_Technician@email.com" and tell them to reply to you when the issue is resolved. Those "random_technician" accounts, I made occasional agents instead. If they aren't logging in much, doesn't hurt me much with the day passes.:)
Notifications in general would be useful, whether it be iOS or Android. Probably easier in Android since the iOS notifications are half baked and a pale imitation of Android.Of course, that's an inflammatory statement just to rile up the Apple folks, said in jest. :)
Tasks and tickets are fundamentally different. They cannot be used interchangeably. Tasks have no place in my work flow. One request, like hiring a new user, has many components, handled by different agents, each responsible for their own SLA, within the same over arching SLA. . This can only be done with tickets. Another even more common request would be the one we've all seen. Dear service desk, Today, my dog ate my mouse. After that I spilled coffee in my laptop, I ran to get paper towel, tripped over the cat 5 and tore the jack out of the wall. I then found that we need more paper towel so I need to order office supplies. . I also forgot my password and need to follow up on my request in problem management. Obviously, the above is hyperbole, but not that far from the truth. If we don't want to call it child tickets, how about a clone ticket function. . In the example above, that would be cloned 5 times, assignee to 5 different groups. Child ticket
Brian,As a happy customer, I'll elaborate a bit. Freshservice spun off from Freshdesk. Freshdesk has been around for years (I can't tell you the time frame). My company compared Freshdesk to Zendesk and had settled on Freshdesk, however, As soon as I made that decision, Freshservice was released. Since I try to work within an ITIL framework, this was perfect for me.Freshservice is still growing, still adding features, however, I can tell you, they are hungry, not complacent to rest on their laurels.
Jessica, I'll second this request. I am using "tasks" in absence of "parent/child" tickets, however, the tasks currently cannot reference even the ticket number. The email received when a task is assigned to you does reference the ticket number, however, after that, there is no indication on the dashboard which ticket the task relates to.
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