Love Freshdesk, but one problem I run into often is the inability to save a draft reply to a ticket. Often I and my team will work at night to clean up tasks that we could not complete that day, but then if we write back to a client in the evening, they know we are working late and will likely reply, thus defeating the purpose of working late to clear out a backlog.
A solution would be to add the ability to save a reply as a draft, and/or the ability to schedule a reply. So if you are replying to a client, you could either save the draft to manually send it later (like in the morning during business hours) or to schedule it so it goes out automatically at the assigned time. This would really help make the system more useful for people who want to structure business hours.
I know this thread has been open for a while, but I too have been looking for this solution. As was mentioned by the OP, I too try and catch up outside of work hours and would like to schedule a response to send at the start of the next business day.
I currently use 'Right Inbox' with my G-Suite email account to schedule emails for the next day, so something similar for my helpdesk would make life so much easier.
So another +1 for this feature in the future from me.
about 1 year ago
8 months ago
It seems to be an industry standard to schedule emails.
Gmail already started with email scheduling. It would be great to start scheduling emails at Freshdesk as well.
7 months ago
This feature is critical for us and is, unfortunately, a dealbreaker if we don't have a workaround :/
6 months ago
+1 for this feature request. Our use case for this would be to send out a reminder email to a customer the day before a scheduled install (ISP).
5 months ago
It was mentioned earlier here but I would also like to advocate for a manual Save Draft button. The auto-save-draft failed for me after composing a very long and detailed response to a ticket in the web UI. I believed I had Sent that reply, but it did not show up as Sent in the ticket history nor was it available as a Draft when I checked later. Support ticket with FD let me know that Drafts, even if saved, are only available for 24 hours, which I was also not aware of. I think it should somehow alert the agent that their draft would only be available for 24 hours - other than being told in the support ticket that this is the time period for drafts, I couldn't find any documentation regarding that.