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Replies posted by pmesritz

7 Replies

B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Multiple requesters using the same email address

Not using Freshdesk yet, but am researching functionality. This is something that I've found in most ticketing systems -- the solution tends to be rename the contact as a generic one with the company name as the addressed "to" instead of trying to keep up with who is the actual contact.  In FD, it looks like you could tag that ticket with the customer's name to so that people can check the tags to see who the actual person is.  Just a thought.

3
aravind.sundararajan
Skilled Expert
6 years ago
V
Apprentice
vinoth.shankaran_oldApprentice
posted in Archives - Freshdesk

Auto Start Timer

I'd also propose that if you leave that ticket open in the browser it tracks time, but if you close the browser, it stops timing. 

19
A
Community Debut
6 years ago
P
Contributor
pmesritzContributor
posted in Archives - Freshdesk

Reply to Thread in Forum opens new ticket

@sajesh, I understand what's in place now, but I honestly don't think it's clear enough especially now adays. The majority of products out there allow you to reply to an email and have it included into the appropriate location. Even Freshdesk does this for emails, so if you have "trained" a customer to reply via email to information that comes from the tool, they will do the same for the forum replies unless explicitly told otherwise. My honest suggestion is a work around. The long term solution should be to differentiate the replies and include them back in the forum thread so that a single method can be used and an email template that could be modified as your ticket emails can. The workaround should be a warning that should at least tell them to click reply and NOT to reply to the email. It's not explicit and people take the easy way out on a regular basis. The email should have a warning of some sort -- changing this should be pretty easily to do globally since it's a single

6
K
Contributor
6 years ago
F
Apprentice
freshplugsApprentice
posted in Archives - Freshdesk

Change the Order of Ticket Replies

I attempted to install this and it hasn't changed the ticket list for our customers.  I also echo Albert's question on tickets in the helpdesk view, but in this case, trying to fix the customer issue above.

36
marcus.landgren
Community Debut
6 years ago
P
Contributor
pmesritzContributor
posted in Archives - Freshdesk

Creating JIRA issue does not include comment history

It would certainly help, but my view on this would be when the link between FD and JIRA is created, it would be cool to be able to mark which comments you want brought over as well.  

7
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
shankar.ganeshContributor

Showcase your support ratings to win goodies worth $50,000!

So did anyone actually win on this? 

238
M
Community Debut
4 years ago
annapoorna.venketaraman
Community Manager
annapoorna.venketaramanCommunity Manager

Release Notes - June 2015

Love this add, but would we add a request that it allows people to be notified BEFORE the SLA is assigned? Corrective measures work best when they're preventative.SLA Violation Email to Assigned Agent : You can now send SLA Violation emails to the assigned agent so that the necessary corrective measures can be taken immediately. This should help in improving the First Response and Resolution time on tickets. 

35
annapoorna.venketaraman
Community Manager
8 years ago

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