Replies posted by EldorJerry
... Unfortunately the Customer Responded flag is here to stay (at least for the foreseeable future), ... My preference would be to make use of the Customer Responded flag, I do like having it, the only problem is that there are situations where we want to take it off of a ticket without having to reply to the customer. If there was some way to do that, it would be an ideal solution.
I have resorted to removing the “state” from my visible columns I was about to try this out, but only a few of the departments use the Table view, the others prefer the Card View, and it’s not really optional on there. Otherwise I would maybe just simulate the same effect by adding tags via automation. Of course even if everyone did use table view, they still lose the colouring on the tags unfortunately :(
We just started using Freshdesk recently, and so far this is one of the main complaints from Agents, the ‘Customer Responded’ flag is very useful in identifying tickets that need immediate attention, but so many of our clients respond with little confirmations, it just doesn’t make sense to keep replying back and forth with them. The agents want to just read what the customer sent, and then clear the flag if they don’t need to do anything.
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