Bookmark Tickets - Freshdesk

Bookmarking Tickets with personal notes made simple in Freshdesk. This app allows agents to bookmark a couple of tickets with personal notes and revisit them whenever they want to.

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Inspiration

The community was a key inspiration for me. I got inspiration from the Freshworks app ideas post by Saif. I have built a bookmark ticket with notes app. The app allows agents to bookmark tickets with personal notes and revisit them whenever they want to.

What it does

With this app, agents can bookmark tickets with notes in the freshdesk. This app provides quick access to bookmarked tickets in an interactive widget on your ticket detail screen itself. It will help agents to remember and revisit tickets important to them. The agent can view and delete bookmarked tickets and notes associated with tickets. Notes Associated with tickets will help the agent to remember customer response or detailed requirements.

This saves agent time spent in handling multiple tickets, remembering responses from the customer, remembering and revisiting tickets important to them.

How we built it

I built the app using fdk, HTML, CSS, JavaScript and Crayons-UI.

Challenges we ran into

Storing notes with ticket details.

Accomplishments that we're proud of

  • Developed app to improve agent productivity
  • Handling multiple tickets
  • Associating personal notes with ticket

What we learned

I learned a lot in this competition like how to work with Freshdesk, javascript event handling, using crayon-ui library, etc.

What's next for Bookmark Tickets

In the future, I'm thinking of adding feature to sort bookmarked tickets based on the number of times they are visited.

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