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Topics started by paul.g

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paul.gContributor
posted in Archives - Freshdesk

Advice - Don't make usage changes during the busiest time of the support year

Seriously, today we are busier than ever and now my agents find Freshdesk usage has changed and not for the better.As we use the system to log calls we initially do a search using the search box at the top right to search for a list of current customers/contacts.We select the appropriate contact.We check for any existing tickets and then click the + symbol to the right of the contact name to quickly create a a new ticket for them.Now some bright spark has replaced the + symbol with a "New Ticket" which then takes you out of the contact and we have to search again for the customer a second time.It might not sound like much but when you you are an extremely busy engineering department it is wasted time.Please consider how removal of features will adversely affect your customers in future, if the change is necessary how about you wait until after the busiest support period of the year to make the change.

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S
Contributor
5 years ago
P
Contributor
paul.gContributor
posted in Archives - Freshdesk

Selecting "New Ticket" from within a contact is not autofilling the contact field with that contact

Following the update just over a month ago At best this means we have to search for a user, open their contact details, select new ticket and then search for them again in the Contact field to proceed, which is quite a lot of time wasted.At worst when we have selected New Ticket from a newly created contact it does the same and does not autofill the Contact field with the contact we were in; however, as the contact has just been created there is a delay of several minutes before that new contact shows up in searches so we cannot log a ticket for a new contact.It's a serious issue for us.I did mention it in a previous thread and to your credit you asked me for feedback but I'm afraid I was too busy (worst time of year for us) to deal with this issue at the time.Previous thread was...https://support.freshdesk.com/support/discussions/topics/324598I was asked if there were any patterns to this issue, if the contact had any special characters etc. Some of the problem contacts did have a spe

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5 years ago

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