Schedule Reply

Inspiration

The freshworks community was a key inspiration for us, we strongly believe product communities act as the voice of customers and we found schedule reply was long pending request almost from initial days of Freshdesk so we were inspired with this idea and decided to solve this problem

https://support.freshdesk.com/support/discussions/topics/3451 https://support.freshdesk.com/support/discussions/topics/315190

What it does

This app enables agents to schedule the replies to send at a later time, to better manage your workflow and your customers’ expectations.

When you have reply to send to customer but it’s not the best time to send it quite yet, you can schedule it. Select a date and time in the future and rest assured your reply will be sent whether you are at your desk or on the go

Agents can also view, edit, and manage their scheduled replies any time before they are sent. They can edit, reschedule reply or send the reply. Agents can also delete a schedule.

How we built it

Serverless Apps Javascript HTML Crayons UI

Challenges we ran into

We were completely new to Freshwork's development platform and actually, it took some time to understand the capabilities and build on top of it.

Accomplishments that we're proud of

We are proud that we build something meaningful for the Freshworks customers as this request/ask is pending for the last 9 years on the community forum

What we learned

power that freshesk development platform brings We were surprised to find out serverless apps allows you to do complex development in no time,when we started working on this we found it difficult to build this but eventually, we found Freshworks has a very strong platform to achieve complex application with ease

What's next for Schedule Reply

The next step would be to provide a rich text editor to format replies to provide native Freshdesk editing experience, Also we would like to add the possibility to define cc's in scheduled reply