Inspiration
Many times agents have to handle multiple tickets, and based on the response from the customer, agents need to remember and revisit tickets important to them.
What it does
This app allows agents to bookmark couple tickets with personal note and revisit them whenever they want to.
How we built it
I built it using javascript for freshdesk with fdk. When an agent add's a bookmark, the note and ticket will be stored inside a database, and we will fetch the bookmarks across the app. We used a server.js file for database operations with our app code in app.js to handel the operations
Challenges we ran into
Its been tricky to find a way to store data with freshdesk app, but docs are a lot helpfull
Accomplishments that we're proud of
Finally building something that can be used for increasing productivity of agents is great to hear
What we learned
Learned about a lot of things, It's been an interesting and fun ride with freshdesk api's and fdk.
What's next for Bookmark tickets with personal notes
We can add attachments to the bookmarks to save more information about the tickets, so that agents can get a quick glance about the ticket
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