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Topics started by Rom5000

2 Topics

Rom5000
Apprentice
Rom5000Apprentice
asked in Portals, Emails & Other Channels

Two emails when i close i tickets

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams.  Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step.   My client create a ticket I update the ticket with a message that i send Client update the ticket with his response  I close this ticket with my response and i click on the action ‘’ send and  set as close “  When i use this button, the customer receive two mails First mail contain my last response  Second Mail contain my last response and the statut close.  What’s the best practice to send one unique e-mail to the customer ?  I did few tests  with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket  and create a  automations Rules  (when an agent close/resolve a ticket, send it a email with the sta

1
Aishvarya
Community Manager
1 year ago
Rom5000
Apprentice
Rom5000Apprentice
asked in Ticketing & Agent Productivity

Is possible to modify a field in ticket list ?

Hello everyone,  I’have a little question about the tickets list.  Members of my team want to make quick modification in ticket list with a costum field.  Here is an exemple in attachament   Little exemple to understand what i want  Costumer create a ticket for a request.  This ticket appears in the ticketlist We want to apply one of the option of this custom field (drop down menu with 8 options) directly in the ticket list. Can you tell my if is it possible or if any application can do this job ?  Once again, apologise for my bad english, i really do my best ! Romain  

1
B
Community Debut
1 year ago

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