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Topics started by magdalena.hackl

2 Topics

M
Apprentice
magdalena.hacklApprentice
posted in Archives - Freshdesk

Best practices: inform customers about bugs

 Hello,we are currently considering informing customers proactively about bugs in our system. As we run a software as a service model most bugs affect all customers. Currently, we receive tickets by one or two customers about a bug knowing that many more about the same issue will follow in the next couple of hours, which is not very efficient because we need to handle all these tickets seperately.We thought it might be a solution to proactively inform customers about bugs (not only incidents), so they don't have to create tickets. But then again: never tickle a sleeping dragon (for muggles: let sleeping dogs lie). So we were wondering if you know about some best practices or could let us know how you handle such cases.Thanks!Magdalena

2
hemanth.ramya
Community Manager
3 years ago
M
Apprentice
magdalena.hacklApprentice
posted in Archives - Freshdesk

New Ticket Created notifications disabled / contradicts with create new ticket form

Hello everybody,we have disabled the New Ticket Created notification for requesters, i.e. our customers do not automatically get a copy of their ticket via e-mail. However, after completing the "create new ticket form" and thus creating a new ticket, customers see a green banner, telling them that a copy of their created ticket has been sent to their e-mail - which of course contradicts the configuration "New Ticket Created notification" disabled.Is it possible to hide this banner with this notification.Screens are attached (but system language is German)Thanks in advance,Magdalena

2
M
Apprentice
4 years ago

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