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Replies posted by FDGuy

10 Replies

evlo96
Skilled Expert
evlo96Skilled Expert
asked in Ticketing & Agent Productivity

Possible to delete only your own note?

Hello @evlo96,   Unfortunately, we cannot restrict agents to delete only their notes/replies at the moment. Alternately, you can configure custom roles in your helpdesk to restrict agents from deleting any conversations (notes/replies) and allow only few agents like administrators to have this ability.   Feel free to drop a note here for any further questions and we would be happy to help!    Cheers, Freshworks Community Team This is so Draconian. We should be allowed to delete our own notes, without having to get admin privileges. Yet another FreshDesk epic fail. I miss working with JIRA Service Desk. FreshDesk is garbage, in my opinion.

4
F
Skilled Expert
1 year ago
M
Apprentice
mymukApprentice
asked in Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Hey FreshDesk Team, do you have any update on this? Customers have been complaining about this for awhile, on several different forums threads. Please fix it. It’s very annoying. You need to add a way for us to manually clear the Customer Responded flag. Please listen to us.

6
thomas432
Community Debut
6 months ago
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows

Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?  Hey FreshDesk Team, do you have any update on this? Customers have been complaining about this for awhile, on several different forums threads. Please fix it. It’s very annoying. You need to add a way for us to manually clear the Customer Responded flag. Please listen to us.

19
Daniel Söderlund
Skilled Expert
16 days ago
J
Top Contributor
JKB57Top Contributor
asked in How do I....?

Sexist Message in Freshdesk User Interface - Please remove it from your software immediately

I totally agree with JKB57. This is utterly sexist. C’mon guys. We are living in the year 2022, not 1999. Do the right thing and remove all such sexist messages from your software. It’s offensive.

7
jim.stephen
Community Debut
1 year ago
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows

Removing "Customer Responded" flag

Hey Freshdesk Team, can you please respond to the request in this thread? We need the ability to manually clear the “Customer responded” state, without having to send a reply to the customer. This is a major pain point! How hard can it be to add a button “Clear Customer responded”????

19
Daniel Söderlund
Skilled Expert
16 days ago
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows

Removing "Customer Responded" flag

I totally agree with everyone above. You should be able to clear this flag. I’m fairly new to Freshdesk by I am definitely not impressed with it so far. There are so many little annoyances, like this particular one. Unfortunately, I am stuck with using Freshdesk because it was forced upon us. Why isn’t Freshdesk more responsive to requests like this. It seems like a very small change that obviously lots of people are asking for.

19
Daniel Söderlund
Skilled Expert
16 days ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

But kindly help us with your use case of using Subject as a sort-by mechanism so that our team can get a better understanding of your requirement. @Sudharshan - The use case is obvious and self-evident. The Subject of a ticket is similar to the Subject of an email. Almost everyone on the planet has sorted a list of emails by Subject. The same ability should apply to tickets. This isn’t Rocket Science. I don’t mean to offend.

5
Jebas
Contributor
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

Below are screenshots showing that the Subject option is missing from sorting and filtering.  

5
Jebas
Contributor
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

Sorry, I gave the wrong title for this thread. It should be “How to Sort and Filter Tickets By Subject. 

5
Jebas
Contributor
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Time Log Summary

@barun.poddar Are you aware of a third party app that can do this? And it should be free too.I can’t believe this is not standard functionality in Freshdesk. It is standard in ever other help desk software I have used. It’s a common use-case for support analysts to want to know how many hours they logged in a day. Why should only the admins have this access? This is Big Brother stuff.As a workaround (an inconvenient workaround), I found that I can use the “List All Time Entries” web service to get all times entries for a given day. But it doesn’t give me the total number of hours for a day. I guess I’ll have to write my own program to do that. But that should be the job of Freshdesk Developers, not me. What the heck are we paying for??? So far, I’m not a Freshdesk fan.

3
F
Skilled Expert
1 year ago

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