Replies posted by sruthi.203
Hey @zachary.king! :)We checked in with our team and they shared this existing solution article on how email threading works for Freshdesk. https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-Do take a look and let us know if it answered your query. And if you need any more details on this topic, let us know and we would be happy to help. 😀
In my experience (and no I don’t have the answer lol) the most difficult thing to handle is email threading, making sure that when “Email” is the mode of communication between Agent and End User, that nothing gets lost in translation. And when the End User needs to rope in additional contacts (other email addresses) that all communication lands inside the ticket. This process can get confusing quickly as to how far the reach of a ticket reply or forward is. What I think would be truly helpful (and there may be one already) is a well written solution article that identifies how Email Threading works for the Freshworks Platform. One that, in detail, explains different use cases and helps agents make sure that if an end user is managing their tickets from their inbox that all correspondence ends up in the ticket, so nothing is missed. Thank you! :) Hey @zachary.king 😀Thank you for bringing this up. I’m sure this is a challenge that many agents and users face. And we definitely want to
Hi @thomaslaureys :) We checked in with our team and here’s what they had to say: You can choose to simply not use the 'intraday adherence' module in injixo. If you are looking to forecast workloads, and creating automatic schedules accordingly, injixo is the right app for you.Hope this answered your query. You can visit the Freshworks Marketplace to install the injixo integration for Freshdesk. If you have any further questions, let us know and we would be happy to help. 😀
Hi Sruthi, This is great news but I have a question regarding the integration? Can this be used without the adherence module? As we are just looking for some short/long term forecasting. Knowing when we need more agents for the chat and emails. (Hours during the day and days during the week)! Is that possible in Injixo without our agents having to track their time? Or would another app in Freshdesk be better suited for just forecasting? Thanks, Thomas Hey @thomaslaureys! :) Thanks for writing in. I have passed on your query to the team and will get back to you soon with an update.
Once something is “working,” it’s easy to overlook the tremendous effort that went into making it that way. Getting airport Covid-19 testing up and running in three weeks is no small thing! Even if it feels like the norm now, it requires serious strategic thinking and coordination. Great case study on reacting to the real needs of people in (almost) real time! That is very true. We would love to take a moment to appreciate and express our gratitude to everyone who made this possible. 👏🏽💯
I would have to say that MVP should go out to the suite of Freshservice Orchestration Applications that allow us to integrate with loads of third party software!!! We couldn’t agree more! 💪🏽 The Freshservice Orchestration Application Suite deserves a Grammy representation of it’s own. Source: Boston Globe
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