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Hi everyone,

We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.

In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent).  The team who picks up that ticket will then reach out to the customer via email requesting documentation.  The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.

I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk?  I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.

Thanks!

Could this not be handled with the Private Notes feature? 

Public notes are visible to the customer and if you hit “reply” at the top of the ticket, but Private notes are for internal communication.

 

For Private notes you would need to hit REPLY on the Note not the top of the ticket, but otherwise sounds like it may work for you.

I would love for FD to improve in this area. The only way we’ve found is to use the Private Notes, but they are often too static (like sending emails back and forth instead of chatting) or get buried in the customer thread. Zendesks solution of Side Conversations looks much cleaner. 

You can always look into freshconnect to chat about a ticket, or possibly threads. One thing about threads is that once you turn it on I do not believe you can turn it off.  We use Freshconnect pretty successfully for side conversations about a ticket at our company. 

Sara 

Thanks Sarah. We couldnt get the Freshconnect notifications to work like Chat should. It looks like both Freshconnect and Threads send email notifications, which doesn’t do much more than the standard private note functionality (aside from preventing the convo from getting buried in the main ticket, I reckon).  I’d love to hear how youve successfully used FreshConnect.

We do not use threads, but with Freshconnect our agents get alerted in the Freshconnect widget at the bottom of the screen when they are tagged in one.  

Clicking on this will open Freshconnect and you will see the alert bell activated if you are tagged. 

From here you can connect to the conversation and the ticket. 

It may not be what you are looking for but it works for our teams. 

 

Sara

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