Topics started by athomas
A customer facing note - a reply/forward should definitely reopen the ticket. However, our private notes that we leave for ourselves, are very annoying when they reopen the ticket. Is there a way to disable this feature, without interrupting the public note that needs to reopen the ticket?
I would love to be able to copy a holiday schedule from one business hours to the next instead of adding the same holidays to each business schedule. I would like to be able to edit a holiday instead of delete it each year and re-add a different date (since they don’t always fall on the same day each year.
This would be an amazing feature to have. Currently, if you execute a scenario, you can only see if it replied to the requestor by looking in the “activities”. This is an additional step that no one will think of doing. It looks like no one replied to the email, and that it’s closed without a reply.
Merging tickets propertiesArchived
Possibility for my merged tickets to take on the properties of the primary ticket. Once we merge them, currently, the properties/categories do not get set and the ticket is no longer open, although those properties should be required fields to close the ticket. I have to build a filter to go back and set those properties in the merged tickets later if my agents don't set them before they merge them. We basically have to do double the work for two tickets that should be one.
ticket field - dependent fieldArchived
We are having an issue with the ticket field - dependent field. We have quite a few Level 1 dropdown choices. Level 2 always populates at the top. I would like to suggest or would it be possible to have Level 2 choices populate directly to the right of the Level 1 choice that it's associated with.For example. If we have 100 Level 1 options, so to add a new choice, we need to scroll all the way to the bottom. But, then when we add the Level 2 options associated with the new Level 1 option, we need to scroll all the way back to the top. It's a lot of unnecessary scrolling.
Possibility to show a notification on the ticket list view when a new response comes in from someone you forwarded the ticket to. Currently, it only shows when the customer responds. We often have to forward a ticket to someone else for approval, both internally in another department or to one of our clients. However, when they reply, no notification or alert shows up in the ticket list view as we wait for a response. We have to constantly keep checking the ticket to see if anyone responded unless it's the customer on the ticket. Or, if we put on a watch, we can receive an email. But, that's too much back and forth. A simple "response received" (or something similar) in the State would be quite helpful.
Create a widget or something on the dashboard where we can see which agents are online or active without having to use Automatic ticket assignment. My agents pick up tickets first come first serve or assign them as they see fit. This helps us answer tickets faster when agents are not online. However, I can't find a way to show their status in Freshdesk for everyone to see in a common location. The closest thing is the Admin > Agents where you can see where they were last active. However, I need all the agents to see it for breaks, varied hours, vacation days, etc... We need to know when they aren't available to help pick up their tickets.
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.