Topics started by andreasa82
Can you make it easier to see if some other agent have already replyed to a customer? At the moment most you from the ticket overview open the ticket before you can see if some other have replyed to the customer or not. That's time consuming.
I have to much tickets and can't answer all directly when I receive them.At the moment most I open a ticket to see the latest reply or remeber what was the problem now again. Would be great to have the possibility to mark tickets with a own text that I easily can see at the overview. On this way I can fast get the memory back and see if I have the answer now or most investigate more.
I need so I can forward a mail to a third part (dropshipping/ distributor) and ask them when I don't have the answer on a question i get from my customer. Then when the third part answer, can I use theirs answer when I reply to a customer. Rhinosupport have a great solutions for this problem, but that's all they have. 1. It should be easy for the third part, only a fast reply to a mail. So he can answer fast, he don't have time to login to Freshdesk or other systems.2. Customer shouldn't see it.3. It should be possible to handle everything in the customers ticket so you don't lost the answer and get a new ticket opened when the third part reply. A great advertisement trick would be to incluude a link to Freshdesk, on this way ca you get a lot of free advertisement.
Agents with restricted group permission, seen in the Recently posted list all tickets, but can't read them. It's better to not show them at all. On this way we don't get questions from the agents like this "what are this for ticket, I can't read it?"
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