Bookmark Tickets - Freshservice

Bookmark Freshservice tickets with personal notes
Bookmark Freshservice tickets with personal notes
Storing voice notes as text in textbox
Manage Bookmarked Tickets

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 in Freshservice and Freshdesk. 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 or voice notes in Freshservice. Using voice notes, your notes get typed in the textbox as you speak. 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, Web Speech API, HTML, CSS, JavaScript and Crayons-UI.

Challenges we ran into

Storing notes with ticket details and using Web Speech API in freshservice.

Accomplishments that we're proud of

Developed app to improve agent productivity
Handling multiple tickets
Associating personal notes with ticket
Storing voice notes as text

What we learned

I learned a lot in this competition like how to work with Freshservice, integrating Web Speech API with Freshservice, javascript event handling, using crayon-ui library, etc.