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Topics started by bharath.chakravarthy

3 Topics

bharath.chakravarthy
Skilled Expert
bharath.chakravarthySkilled Expert
posted in Archives - Freshdesk

Quickly jump between tickets

If you're an agent who mostly works on one single Ticket View, you're going to love this. This hidden gem called the 'Jump to Ticket' option on the Ticket Details page is a 'why didn't I see that earlier' kind of option for agents to switch between tickets without having to navigate away from the tickets page (Had I used this longer, I wouldn't have had as many Overdue tickets).It shows you all the key information from the tickets list view page, such as the Subject, priority, Due by Time, etc., without actually going there and also allowing to choose the next ticket you want to move on to. I've personally found this very handy in swooshing through tickets on a busy day. What are your thoughts? 

2
aravind.sundararajan
Skilled Expert
5 years ago
bharath.chakravarthy
Skilled Expert
bharath.chakravarthySkilled Expert

Release notes - January 2016

New Feature Releases:Account administrators can download their Freshdesk account invoices from within the helpdesk: Now, the Account Admin can access and download past paid invoices (for amounts greater than 0) for his/her account from the helpdesk itself. This can be done from Admin > Plans and Billing > View Invoices.Replaced agent's last login time with agent's last active time : Under the Admin >> Agents page, the last login time for each agent has now been replaced with the last active time of the agent, which is based on the most recent activity that he/she performs in the helpdesk portal.Added 'None' ticket filter for drop-downs in ticket list page: In the ticket list view, the 'none' option has been added to Type, Customer, Product, Custom fields (drop-down and dependent fields). If a ticket has an empty customer field, an agent can search for that ticket by applying a filter Customers: None. Earlier, this was not possible.Added 'All Unresolved' option for ticket st

80
bharath.chakravarthy
Skilled Expert
3 years ago
bharath.chakravarthy
Skilled Expert
bharath.chakravarthySkilled Expert

Release notes - December 2015

New Feature ReleasesAll new Revamped Reports : A brand new revamped version of the Reports have been released across all plans that would provide a lot of detailed information based on advanced metrics. To get to know more about them, kindly refer the solution article - What has changed in the new reports. Replying to private note will now be recorded as a private note : As an Agent, the replies to the "Private note added" email notification would now be added as Private notes on the tickets, hence ensuring that there is no unintended disclosure of information. Ilos screencast integrations : An integration with Ilos Videos that would help you record screencasts and embed them to tickets, Solution articles or Forum posts. This would be available across all plans and the solution article would help you set this integration up - Ilos integration with FreshdeskMagento Integration : In-house integration with the popular e-commerce platform - Magento. This would also be available across all

20
bharath.chakravarthy
Skilled Expert
3 years ago

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