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Replies posted by markwill

5 Replies

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markwillTop Contributor
asked in Ticketing & Agent Productivity

Sort ticket events (most recent at top)

Oh wow Dave - THANK YOU! I do find the UI pretty inconsistent (and discoverability a pretty consistent issue) but this is awesome :) Thank you again, sir!

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M
Top Contributor
2 years ago
M
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markwillTop Contributor
asked in Portals, Emails & Other Channels

"Wait until..." option

@ThatCommunityGuy a belated thank you for your response. I understand and appreciate the focus around SLA, as relates to resolution targets. However, the more I look at my particular use case the more I worry that relevant FreshDesk features are particularly weak. The use of Custom Status is not really a good fit. It’s potentially RELEVANT, but doesn’t address the use case. A good example is this. Let’s say a customer manages to order a product that is, for whatever reason, out of stock. In that situation we write to them and offer them a number of choices. One of these - and a common choice by customers - is to wait until the date we are expected to have it back in stock. So let’s say it’s early August now and the customer says s/he’s OK waiting till late August. What I want to is set a date of, say, August 25th at which time the ticket “pops”, with the views we use. I had hoped that I could address this by adding a custom “Wait Until” (date) field. That allows me to set the date. But

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M
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2 years ago
M
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markwillTop Contributor
asked in Portals, Emails & Other Channels

"Wait until..." option

I used the age-old tactic of researching for a while before posting here (and then immediately finding the apparent solution). I have created a custom field called “Wait Until...” (date) which seems to cover the bases. That said, given that this seems a reasonably common use case if there is anything a little more native/baked in for this I’d be interested to know.

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M
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2 years ago
M
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markwillTop Contributor
asked in Ticketing & Agent Productivity

Sorting by Resolve By

Thank you, @Keer. This does help and I appreciate it. I confess to being mildly disappointed with the management of views in FreshDesk. For the more mature SAAS apps there are often a full set of “view management” features, including (some, but not all, of these exist today):Sorting Filtering Column inclusion/exclusion Column display format Column width etcAlthough I have used one example here (Resolve By), my hope would be that in due course this sort of app-wide functionality is added, so that there is much more control over these issues, for any column. This seems like very leveraged dev work i.e. generic functionality that can help or address a number of use cases.In the meanwhile, though, your comment helps and I appreciate it.

4
bailsiee33
Community Debut
2 years ago
M
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markwillTop Contributor
asked in Ticketing & Agent Productivity

Editing ticket title

@ThatCommunityGuy, thank you for the response. The pencil icon was what I was after. Since I am writing about this, I think there are two issues with the way this is implemented.I am not sure if this is intended, but the icon is only visible on hover, which means I had no idea existed before you mentioned it. The location is somewhat inconsistent, to me. The change being made (editing the title for the ticket as a whole) means I’d expect to see that alongside the title itself. Instead it seems to be associated, in terms of horizontal alignment, with a specific reply.The hover-only behavior and (to my mind) somewhat illogical horizontal location means this feature has some discoverability issues (as illustrated by my posting this question :)). Thank you again.

2
M
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2 years ago

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