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Replies posted by Razor

6 Replies

R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity

Stopping Agents from Resolving system Closed tickets

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets. Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets. This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated. Business rule can disable the status field. What you need to do is to create a new custom field checkbox/dropdown  Hide that field for agents and when a ticket is set to closed that field is set using a automation.  In the Business rule you state if the custom field is set  disable status field.  Irritating that you can’t just set status = closed  - disable field  Thanks for the help on this, I’ve just implemented this as suggested. Hopefully th

2
R
Skilled Expert
1 month ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Hello @Razor, I wonder if this may be possible through a custom application. There is a frontend event that is called when the ticket’s agent group is updated. When that event happens you could create an application that slides out a modal with a paragraph field that the agent can use to type out a note. When they click a submit button, it then calls the freshservice API and adds the note to the ticket. The tricky part would be enforcing the use of the modal and prevent agents from just closing the modal if that was of concern. But just a thought. Good thinking, it’s definitely something I’ll have to look into.It’s a shame that despite the automation being so robust it also feels arbitrarily limited just for the sake of it.

6
R
Skilled Expert
2 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Is it possible to force Agents to add a note to a ticket through automation? I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket. I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields? I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it. Don’t see any way to force a agent to add a note. You can force a ticket field to be populated.  Do you have a scenario ?     No, this isn’t something we’re enforcing at the moment.Due to the only feasible way of doing it being to add a text field to ticket properties, we have decided against doing this for now as we already have a resolution text field in the ticket properties which is mandatory and don’t want to confuse Agents f

6
R
Skilled Expert
2 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Hope you are well. I understand that when the Agent wants to escalate the ticket to the Group, They mandatorily has to add a note. I’m afraid there’s nothing that can mandate a note but we can make use of Business rules to Mandate a field in the Ticket Properties to fill in the escalation note maybe in the Ticket properties before escalation. The Business rule would like:   This method just duplicates built-in functionality, which as stated in OP isn’t something we want to do.

6
R
Skilled Expert
2 months ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Jan 2024Release Notes

Yeah same here looked to mandate the field and also include it in the resolution / closure emails, but alas it can’t be :o( Yep, I’ve had to tell our Agents to ignore the Resolution Tab and continue with our own resolution box that has the functionality we want.Not great when you have hardcoded functionality that isn’t fully implemented.

1560415
Goku9
Community Debut
3 days ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Jan 2024Release Notes

I’ve noticed that the Resolution Tab isn’t referenced anywhere else as a placeholder item, so you can’t create workflows that include it, such a shame that this key functionality doesn’t exist for the Resolution Tab.

1560415
Goku9
Community Debut
3 days ago

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