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Replies posted by rusty.wilson

2 Replies

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Contributor
ask.usContributor
posted in Archives - Freshdesk

every time customers reply a new ticket is created!!!

I don't understand what this means: "only if the third party is copied from the mailbox"The behavior of any ticket system should be that a reply to an email from the ticketing system will simply update the existing ticket. Will someone please confirm that is how freshdesk works, and if possible clarify the statement above (where it's acknowledged to not work).

16
S
Contributor
7 years ago
M
Contributor
marioContributor
posted in Archives - Freshdesk

Difference between Resolved and Closed?

So I want to be sure I understand the Freshdesk intended use of these states so that I can count on accurate metrics - Freshdesk please confirm this is correct in terms of ticket flow...1. Ticket Opened and some troubleshooting occurs - maybe several back and forth messages between agent and customer.2. Agent believes the reply he/she is writing will solve the problem so sends the reply with ticket status RESOLVED.3. Customer views reply, it solves the issue, and sets the ticket status to CLOSED.Questions:1. is there a "this solved my issue" button/link the customer can use to simply/quickly set the ticket to CLOSED?2. can a workflow be written such that if a ticket stays in a resolved state for X days a reminder is sent to customer, and then again at X+5 days to auto-close the ticket if no customer response?3. Is there a way to prevent a CLOSED ticket from being reopened once it is more than 30 (contiguous) days in the closed state?If you going to have two ticket states that differ on

14
T
Contributor
6 years ago

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