I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?
Thanks!
I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?
Thanks!
Hey Alnis,
You can always sort the tickets by Date Created on the tickets list view and see the new tickets on the portal.
Do you this would help? Please do let us know.
Anna
I don't understand how this could help?
He wants to only view tickets that has been marked as "Customer Responded"
You are saying to sort tickets by Date Created, but what if the Date Created is 2 years ago and the client responded today?
I have a job set up so when a ticket is replied to by an agent the status changes. Tickets that haven't been responded to are at Open, so all you need to do is look at your open ticket view.
:)
Gotcha.
I think that might be the intended way also;) Not sure, it's too late to think. Running with it now. Thank you.
Hmm, this doesn't quite work.
Ok, so the client responds to a ticket and it gets set to status Open, but it doesn't help me, cause I got a slew of open tickets, so it gets hidden in amongst all of them.
Also, somehow when I create this rule in the Observer that a reply by the requester should set status to Open, it somehow marks the ticket as read, so it's not in bold letters anymore. You also see this?
The tags called "Customer Responded"; is it not possible to filter on these tags? Is it possible to set these tags in the rules?
If not, then I'm not really sure how to know if people responded.
Ok, I've tried setting the priority to Urgent; I think that might work.
Ok, I tried setting the priority to urgent; I think that might work
As far as I'm aware there isn't a way to pull out the 'customer responded' flag to a ticket view.
We have a lot of different ticket statuses and processes which set them to the relevant status so we can pull out that information.
So let's say we have a ticket at open and an engineer responds by email to the customer and the ticket is awaiting their response;
Sorry, Grant; I haven't read your post thoroughly, yet, but I will very soon.
Other than that, I see that when I use a rule to set the ticket to "Waiting on Customer", it doesn't change the ticket immediately; I have to hit refresh (F5).
So, if I f.ex create a ticket on behalf of a client, then send a reply, it's still "Open", but if I hit refresh, it's "Waiting on Customer"; can this be fixed?
Does Freshdesk have a bugtracker I can submit to?
Hello,
It is possible to setup a separate view to monitor the Customer Responded tickets .
1) Go to Admin-> Ticket Fields-> Drag and drop the "Dropdown" option.
2) Mark the Field label as "Customer Responded" and make Dropdown Choices as "yes" and "no" and hit "Done" and then "Save ticket fields".
Please refer the below screenshot for more details on adding a custom field "Customer Responded".
3) Go to Admin-> Helpdesk Productivity->Observer. Hit on "New Rule".
4) Give a name to the rule. May be like, "When Customer Responds" and set event as "Reply is sent", events are performed by "Requester", on all tickets, perform action as "Set Customer Responded" as "yes" and hit Save.
Please refer the screenshot below for more deatisl on Observer rule.
5) Create another observer rule. May be you can name it as, "When Agent Responds" and set event as "Reply is sent", events are performed by "Agent", on all tickets, perform action as "Set Customer Responded" as "no" and hit save.
6) When you go to your tickets page you can see the "Customer Responded" filter to your left with two checkboxes, yes and no. When you select yes, you'll be able to filter out tickets to which customer has responded.
This will apply to all tickets processed after creation of these Observer rules.
Cheers!
Seems like a lot of work for something that should be built into the ticket filter options. The tickets already say "Customer Responsed" or "Agent Responded". Why can't we just filter and sort on this meta data? I often have many Open tickets with a mix of Customer and Agent Responded and I would like the Customer Responded tickets to sort to the top or be able to filter on them.
Why do we need to create a custom field and automations to make this happen?
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