Can you please help me with setting a status for tickets where we are waiting for the customer to respond to them?
Modified on: Fri, 7 Jul, 2017 at 5:51 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You have a quick and efficient support team being ninjas and solving customers' issues and they send out a response promptly. When they eagerly await a feedback from the clients on the thread, you would want to group them in a status relevant to this scenario and so you could add a status called "Awaiting Customer response."
Please navigate to Admin -> ticket fields -> Status -> and add one in the dropdown -> as you do not want to violate SLA on a ticket - you could turn this off for this status as you are anyway waiting for them to get back.
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