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Replies posted by sean.woodie

4 Replies

S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Shared ownership working principles

My findings this past week were that the notification system is lacking when it comes to shared ownership. There is only 1 automated email (agent notification) that will work when tickets are assigned internally, Ticket Assigned to group. I found that none of the browser notifications worked when assigning an internal group and internal agent. In my opinion the lack of notifications to agents a ticket has been assigned renders this functionality useless.We are trying to build a workflow in which a support agents is working an issue and an inside sales opportunity, or CSM issue arises from the ticket. The support agent would then share the ticket with the concerned parties. However no useful notifications means the ticket will go into a black hole.

6
suprabha.somanathan
Community Debut
3 years ago
durga.sundaram
Contributor
durga.sundaramContributor

Automate every step of the way with the new enhancement on time triggers

I noticed this... "This feature is available on the latest Estate and Forest plans. " We have been a customer for nearly 3 years, recently I found out we are not on one of the new "unadvertised" estate plans. Really displeased that we are ineligible for much of the new functionality because we have been a customer for so long. Instead  we have been internally classifying as Estate "old" then you have created 2 new versions of the estate plan "New 2017" and "Estate 19".So even though we purchased the estate plan we are ineligible for some features because you have decided to create sub categories of the estate plan without notifying your users.

587
A
Community Debut
4 years ago
M
Contributor
mark.frostContributor
posted in Archives - Freshdesk

MS Teams intergration

Our company will be migrating from Slack to microsoft teams when the MT general release occurs. We would like to see a similar integration for MT as we currently have for Slack.

30
D
Apprentice
5 years ago
K
Apprentice
koryakinApprentice
posted in Archives - Freshdesk

Slack integration, lost comments

We have noticed this as well. Intermittently some pushes to our slack channel just never populate. We have a observer rule to send a message to the slack channel when an agent gets a smiley face. Some times it just doesn't work. I think I have noticed this behavior for about 2 weeks.

14
aravind.sundararajan
Skilled Expert
6 years ago

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