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Replies posted by jhunterwu

7 Replies

A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

Sorry, Grant; I haven't read your post thoroughly, yet, but I will very soon. Other than that, I see that when I use a rule to set the ticket to "Waiting on Customer", it doesn't change the ticket immediately; I have to hit refresh (F5).So, if I f.ex create a ticket on behalf of a client, then send a reply, it's still "Open", but if I hit refresh, it's "Waiting on Customer"; can this be fixed?Does Freshdesk have a bugtracker I can submit to?

11
C
Contributor
6 years ago
J
Contributor
jhunterwuContributor
posted in Archives - Freshdesk

Notify Some Requesters on Ticket Creation

The way I work is that I mostly create tickets on behalf of my clients and most of the time, I don't want to spam them with every little issue. F.ex if I should install a lamp at a client location, I'll create a ticket called "Install Lamp". Now I can set due dates and such and being able to follow up on it. It is also when I create an issue towards a supplier that I want this. F.ex if I ask the supplier a question, I want it to be a ticket, so that I can follow up on his response. If I just sent an email, I wouldn't have the features associated with a ticket, like being able to remember what I asked and being able to follow up. So I kind of use Freshdesk to replace a normal email client. It's a bit weird when people get email from me, that it comes as a reply, cause that's the only way I can send a question, it seems. 

3
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

Ok, I tried setting the priority to urgent; I think that might work

11
C
Contributor
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

Ok, I've tried setting the priority to Urgent; I think that might work.

11
C
Contributor
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

Hmm, this doesn't quite work. Ok, so the client responds to a ticket and it gets set to status Open, but it doesn't help me, cause I got a slew of open tickets, so it gets hidden in amongst all of them. Also, somehow when I create this rule in the Observer that a reply by the requester should set status to Open, it somehow marks the ticket as read, so it's not in bold letters anymore. You also see this?The tags called "Customer Responded"; is it not possible to filter on these tags? Is it possible to set these tags in the rules?If not, then I'm not really sure how to know if people responded.

11
C
Contributor
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

Gotcha. I think that might be the intended way also;) Not sure, it's too late to think. Running with it now. Thank you. 

11
C
Contributor
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

I don't understand how this could help?He wants to only view tickets that has been marked as "Customer Responded"You are saying to sort tickets by Date Created, but what if the Date Created is 2 years ago and the client responded today?

11
C
Contributor
6 years ago

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