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Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expert

  • 8 December 2021
  • 36 replies
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Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expert

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Userlevel 5
Badge +9

Is there a better, working, updated Freshdesk theme for the knowledgebase? Don’t you think we deserve it from the #1 company? :wink:

Thanks,

 

Definitely, @Tharinda. :) 

It would be great if you can share more insights on how you would like to set up knowledge base for your business. Thank you!

Userlevel 5
Badge +9

Apologies if this is a noob question, but we just started with Freshdesk this week.

One issue we ran into this past weekend was a brief power outage over the weekend -- Monday morning I returned to two emails from every UPS and Switch saying they had an issue and then saying they were back online… hundreds of messages to merge and close.  I like getting the alerts when it’s a single unit acting up, but even a brief power drop is a real mess.  Our old helpdesk allowed us to merge or close in one search, but I find myself dealing with the cases 30 at a time.

Any suggestions on how to handle this?  All come from the same address (e.g. notifications@domainname.com), but I haven’t figured out how to automate what to do with them… I don’t want to toss them out or close them, and assigning them all to one agent seems cruel.  Is this where you’d assign to a group?  

Thanks for any suggestions.

 

Hello @Opado,

For your requirements, if multiple emails are received from the same requestor within a short time span, you can try the “Auto ticket merger” app which automatically merges the incoming tickets to the primary one based on the ticket requestor. Please refer to this link for more details. You can also check out the AutoMerge” app for your requirements.

 

Cheers!

Userlevel 5
Badge +9

Hi Ramya,

Does Freshdesk have wildcard searching or partial searching for data within tickets or other fields? If so, how do you turn that on or what characters do you need to use? If not, how is that not a thing and when will it be implemented?

Thanks!

-Alec

 

Hey Alec,

At the moment, the Search functionality in Freshdesk works in such a way every time you enter a search query, Freshdesk will search across tickets, solution articles, forum posts, and customers (contacts and companies), and in the following items within the broader categories:

  • Tickets - subject lines, descriptions, notes, replies, ticket fields, tags, attachment names
  • Contacts/companies - names, emails, phone numbers, contact fields
  • Solution articles - Titles, descriptions, tags, attachment names
  • Forums - Titles, posts

You can absolutely make use of any keywords/characters you want to search and toggle on various search preference options that we have to get the required search results (as in the screenshot below). 

 

Cheers,

Is there a better, working, updated Freshdesk theme for the knowledgebase? Don’t you think we deserve it from the #1 company? :wink:

Thanks,

Apologies if this is a noob question, but we just started with Freshdesk this week.

One issue we ran into this past weekend was a brief power outage over the weekend -- Monday morning I returned to two emails from every UPS and Switch saying they had an issue and then saying they were back online… hundreds of messages to merge and close.  I like getting the alerts when it’s a single unit acting up, but even a brief power drop is a real mess.  Our old helpdesk allowed us to merge or close in one search, but I find myself dealing with the cases 30 at a time.

Any suggestions on how to handle this?  All come from the same address (e.g. notifications@domainname.com), but I haven’t figured out how to automate what to do with them… I don’t want to toss them out or close them, and assigning them all to one agent seems cruel.  Is this where you’d assign to a group?  

Thanks for any suggestions.

Hi Ramya,

Does Freshdesk have wildcard searching or partial searching for data within tickets or other fields? If so, how do you turn that on or what characters do you need to use? If not, how is that not a thing and when will it be implemented?

Thanks!

-Alec

Userlevel 5
Badge +9

i would like logo with christmas! 

The Christmas theme is on the way, @caygri. It should be live by mid-december! :)

Cheers! 

Userlevel 5
Badge +9

Hey @chris.barker,

Nice to e-meet you. Hope you are good! :)

We totally understand it’s been some time since the scheduled/recurring tickets request has been raised with us. This is truly a valid feedback and you can be assured this is in our product team’s bucket. We’ll make sure to notify the team once again and keep you updated in this community when the feature is out. 

 

Have a wonderful day. Cheers!

Userlevel 1
Badge +5

i would like logo with christmas! 

Badge +4

Hey Ramya,

Freshdesk users have been requesting scheduled/recurring tickets for over five years (https://support.freshdesk.com/support/discussions/topics/312856/page/1?url_locale=), is it ever going to happen?

I appreciate there’s overlap with Freshservice, but there are many Freshdesk customers that would massively benefit from this feature too. The need for tickets to be raised automatically on a recurring/scheduled basis is a helpdesk function as well as an ITSM function.

Trying to make our own functionality through APIs or third party tools like Power Automate is painful and time consuming at best. :(

Regards,

Chris

Userlevel 5
Badge +9

Good day, folks! 

Shoot your questions here and I would be happy to help! :D

 

Cheers,