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Replies posted by Aazir

2 Replies

Aazir
Top Contributor
AazirTop Contributor
asked in Ticketing & Agent Productivity

Handling tickets involving third parties

Hi @hemanth.ramya,We do use the forward feature, however it does not suit to every scenario (maybe a few at most). We have multiple teams using Freshdesk (omnichannel), so the use case is different with each team. Also the fact when a third party replies the ticket status is not updated (for good reason of course) however this would mean that a agent can easily miss the email notification and cause unnecessary delays.Examples:Onboarding - Requires to contact a 3rd party in relation to a specific customer. In some cases we might not want to involve the customer to the email thread therefore no way track/see in the timeline of the company in question that something related to that company is done. Note that we share hundreds of customers with a single 3rd party and we work with around 60-75 3rd party companies. Product Support - Contact other support teams proactively to resolve issues. This means the ticket is under the 3rd party and if I go into the customers company record I will be o

7
tmz4210
1 year ago
Aazir
Top Contributor
AazirTop Contributor
asked in Ticketing & Agent Productivity

Handling tickets involving third parties

@johnson113 I can’t seem to find the link to the thread. Can you please post it again? thanks

7
tmz4210
1 year ago

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