Replies posted by ttubbs
While this was submitted a couple years ago, this is something we're very much interested in as well.Those that respond to tickets don't all have the same Job Title. It's important that when responding, we present the actual Job Title / function of the person responding.
Workforce Management is definitely one area that Freshservice is lacking in. Trying to ensure our customers are receiving timely responses is very important to us and being able to take some kind of automated action on tickets if an agent is out of office would be very beneficial.
When writing Knowledge Base articles, we want to follow the KCS-style of delivering solutions. Since we can't create custom fields in Solutions, being able to use a template as a starting point would be a great workaround. It would help us ensure the needed information is included in an article and follow any specific stylings that should be used.
While this is a 3-year-old feature request without any activity in 2 years, I have to say that this is still a feature I feel is necessary.Creating and merging contacts is a nice workaround but it's really unnecessary when simple toggle on the Contact details page would resolve this issue.
Hi Rishul! I did contact Support about the reason that brought up this request only to find out what we need to do isn't possible due to another limitation of automators. Bummer. So I opened yet another feature request for that.
I wanted to share this response from Shyam at Freshservice Support as it's a good piece of information to have. While it does help in regards to a method to use to keep an eye out for these kind of tickets, I'm still curious as to what actions other support teams out there are using to handle this. (Guess this was more a brainstorming type of question for best practices.)The best way to handle this would be to use the workflow automator to perform actions on any tickets raised outside your business hours.There is a 'Condition' in the workflow automator module that checks if a ticket was created outside the business hours you have set up on your system:So for the event 'Ticket is raised'. you can use this condition and then perform any action that you think will fit for this case. Right off the top of my head, I can think of actions such as 'Send email to requester' to let the requester know that the ticket was raised outside business hours and somebody will respond as soon as they are
Just wanted to add to this that I too am still experiencing this issue.We just went through a changing the values for some of our Dropdown and Dependent menus. It's VERY annoying that it does not save the order in which I placed the values. It's confusing to our agents as they're expecting values to be in alphabetical order, not whatever value we added last at the very end.I hope the devs at Freshservice have a fix for this in the pipeline sooner than later.
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