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Topics started by Razor

4 Topics

R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

3
Sujitha Dhanaseelan
Community Manager
8 days ago
R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity

Stopping Agents from Resolving system Closed tickets

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

2
R
Skilled Expert
1 month ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Is it possible to force Agents to add a note to a ticket through automation?I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket.I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields?I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it.

6
R
Skilled Expert
2 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Ticket & Workflow Management

Elapsed Time Column

Hello,Recently switched from another ITSM over to Freshservice and I’m trying to emulate some functionality of our previous system, in particular a column in the ticket list view that displays the time elapsed since a ticket was opened.I’ll detail below how I’ve done this but it isn’t exactly the most efficient method and I’d be interested to know if I could accomplish this in a better way than I have.In Field Manager, I have a text box labelled Elapsed Time:This allows Elapsed Time to be displayed as a column in the ticket list view.I have then created a workflow which does the following:In the event that any of the above criteria are met:An expression calculates the difference in hours (I’d like to be able to display minutes too but this doesn’t appear to be possible) between the ticket created datetime and the current system datetime:Elapsed Time is then set as the result of the expression + “hrs”, so for example: “3 hrs”A timer is then set for an hour and the set Elapsed Time to th

0
R
Skilled Expert
3 months ago

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