The Freshworks Community | Freshworks Community

Is Freddy AI available for WhatsApp conversations?

I want to use Freddy AI, but i don’t know if he provides responses to WhatsApp conversations.

1 hour ago

HamishGibsonCommunity Debut

asked in Analytics

Possibility of reporting on ticket movements between workspaces

Afternoon All, I’m fairly convinced this isn’t possible, but our business is in the process of reviewing our workspace configurations, and we’re looking to see if we can report on ticket movements between workspaces (to see if our implementation matches the use case for WS’s). Is it possible get an idea by report or otherwise as to how many tickets moved where, and possibly which direction etc.? TIA

262

2 hours ago

chadholtonContributor

asked in Automations and Workflows

Days Old Rule Not Working

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and that were created 7 days ago or older I’m getting emails for tickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old. I’m not getting those emails. here is the flow and the pieces. Any help or guidance is greatly appreciated. The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them.

182

4 hours ago

ajguzmanApprentice

asked in How do I....?

How to get and send geolocation from whatsapp in chatbot

We would like to know if it's possible to get user geolocation for whatsapp in a chatbot in order to used those coordinates in api to send it the nearest office location also as geolocation.

2114

6 hours ago

muskanbApprentice

asked in FreshThemes Gallery

Help Center (Dark) Theme Configuration

Concerns regarding the Hep Center (knowledge base) automation Dark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

22853

asked in Automations and Workflows

stolan2Apprentice

Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times. FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them” This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design. So I am looking for a way around this or a way to set up my own auto-ass

112

raghavkannanApprentice

Thank you detector not working as expected...

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

16010

asked in Apps and Marketplace Integrations

RobCrossHMSkilled Expert

FreshDesk & Dynamics CRM Integration

Does anyone have any experience with this integration? https://support.freshdesk.com/support/solutions/articles/50000009952-dynamics-365-connector-app-for-freshdesk The details say that two way integration isn’t yet available - anyone heard an ETA on that? My need is: Show FreshDesk ticket information in CRM Show CRM company information in FreshDesk

asked in Portal/Knowledge Base

tjrhewitt249Contributor

Changing the name of 'submit a ticket' and 'knowledge base'

Does anyone know how to change the default use of terms like ‘knowledge base’ and ‘submit a ticket’ within the Freshdesk help center?

585

nstegmannApprentice

Is Freddy AI available for WhatsApp conversations?

I want to use Freddy AI, but i don’t know if he provides responses to WhatsApp conversations.

1 hour ago

HamishGibsonCommunity Debut

asked in Analytics

Possibility of reporting on ticket movements between workspaces

262

2 hours ago

stolan2Apprentice

asked in Automations and Workflows

Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

112

raghavkannanApprentice

Thank you detector not working as expected...

16010

asked in Apps and Marketplace Integrations

RobCrossHMSkilled Expert

FreshDesk & Dynamics CRM Integration

asked in Portal/Knowledge Base

tjrhewitt249Contributor

Changing the name of 'submit a ticket' and 'knowledge base'

Does anyone know how to change the default use of terms like ‘knowledge base’ and ‘submit a ticket’ within the Freshdesk help center?

585