Ticketing & Agent Productivity

While I am enjoying FreshDesk as I evaluate it, I am surprised at some basic usability issues (given that it is a mature, well-funded app). Case in point, editing the title of a ticket could be a more streamlined. I do this quite frequently and find it frustrating. Here’s what I would like to see.In a list of ticket allow “in place” editing of the title, without having to open the ticket. This could be as simple as a small “pencil” icon, to edit. Columns like Agent are editable in the list, so I am not sure why the title can’t be. Similarly, when I have a ticket open I’d like to be able to edit on the form itself, instead of the three dots (which already de-emphasizes a common option) → Edit Ticket Details → <Make my change> → SaveThese are not showstoppers for me but, for a pretty common task, the number of steps required to make these changes is worrisome in terms of some other usability issues I might find as I explore more. PS: Of course, I’d like to learn that I have simply

Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view.  What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view. 

Hello, How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up. thanksalexsunny

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

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!