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Topics started by sarah.vandegoor

11 Topics

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Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Status "Waiting for customer" vs "Pending"

 What is the difference between those two statuses?

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S
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Editing and deleting ticket replies

 What is the policy behind the ability to edit and delete replies by the agent?I'm currently in a trial version. I see that I can re-edit some replies but not all. I cannot even re-edit my own written reply but I can re-edit the very first reply.Then again I can delete my own replies but I cannot delete others (which is obvious) but is it obvious that I can reedit other replies?

2
S
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Public note vs regular reply

What's the real purpose of a "Public note"? It can be seen by the ticket requester just like a regular reply from the agent. So in which case would an agent then feel the need to add a public note?

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S
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Shared ownership working principles

I understand the purpose and the need for shared ownership but I probably don't understand the working principles.I have enabled it in my trail, I also defined some groups and custom status fields.I understand that the correct group is to be set in the property "Assign to (internal)" after setting the custom status. This is what I did.My first question here is: Why is there a distinct property "Assign to (internal)"? I can also assign the same group to the regular "Assign to" property, even WITHOUT setting that custom field.The "Assign" properties allow only ONE choice (one group, one agent, or one group with one agent). So my next question would be: Why not simply allowing multiple choices in the "Assign" property (multiple groups, multiple agents of various groups, etc...)? All of them would then share the ownership.

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suprabha.somanathan
Community Debut
3 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Assigning an SLA policy

 How can I automatically assign the correct SLA policy to a new ticket?

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O
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Parent ticket template

I can create a template for a parent with some children.In the parent template I preset some parameters such as the status, an assignee, ...If I apply the template with the children to an existing ticket I would have expected that those parameters in the parent template overwrite the ones in that ticket. But that didn't happen.Am I missing something or isn't that the idea behind the parent template?

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A
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Replying on a tracker?

I think a tracker is meant to submit a broadcast by means of the "Broadcast" button.But there is also a "Reply" button on a tracker. What's the difference? Who would receive the reply? And in which case should an agent choose "Reply" in stead of "Broadcast" in a tracker?Thanks,Sarah

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

cannot signup for trial

 I'm trying to signup for a trial (https://freshdesk.com/signup). I've filled in all the fields. On click "Sign up for free" nothing happens, I stay on the same page, no page loading indication, no indication of erroneous fields (phone and email are valid). I tried this with FireFox and Chrome on Windows 10. Also, clicking on  "Ask Frank" chat drops down the chat pane but I cannot type in anything!

1
S
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Resolving a ticket by the customer

The customer can set a ticket to "Close".The agent can set a ticket to either "Resolve" or "Close".Why can a customer NOT set a ticket to "Resolve"?In my opinion, that would make more sense because "Close" is considered a a final step. I think in most cases a ticket could be closed automatically a while after it was set as "Resolved" either by the customer or the agent. Isn't it strange that the customer cannot decide when his issue is solved?

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A
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Deleting a parent ticket

If you delete a parent ticket the child tickets are unlinked from the parent and become regular tickets.Wouldn't it make more sense that also the child tickets are deleted along with their parent?I cannot image a case where the children outlive their parent. Somebody?

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S
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Automations and Workflows

Linking to a closed tracker?

Is it possible to link to a closed tracker or is the closed tracker reopened automatically when linked to?I cannot try this because my trial has expired.Thanks,Sarah

1
aravind.sundararajan
Skilled Expert
5 years ago

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