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Topics started by withoude

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withoudeContributor
posted in Archives - Freshdesk

Jira Status Updates automatically Reopen tickets in Freshdesk

Hi Guys,not a problem, but actually a useful tip I wanted to share when you do your JIRA integration.we had an issue where Jira updates would automatically reopen tickets in FD. due to settings which automatically reopened tickets if clients responded to tickets in different statuses.As our Workflows in Jira and FD are not synchronised.eg our FD only has 3 statusses for Development work 'in Development' 'Pending Release' and 'Closed'.within Jira we have many statusses 'To Do' - 'in Progress' - 'Review' - 'Testing' - 'Done'.tickets would reopen at inappropriate times.after having a chat with the FD support (Rubesh) he found a very useful tip to add extra functionality with Jira integration though the observer rules.As Jira integration does not add a note or email entry in, you need to configure this as a Last Interaction.if you do something like attached screenshots you can actually have separate workflows in Jira and FD and automate this process.I hope this helps other people as well.

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8 years ago
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withoudeContributor
posted in Archives - Freshdesk

Browser Shortcut for Cases

Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud

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11 years ago

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