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Using Freshdesk

  • 8 Posts
  • 12 Replies
8 Posts
M
Apprentice
martinj_ukApprentice
posted in AI & Bots
Auto Email Functionality in Freshdesk

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum () however I’d like to know if any other companies are using the feature.I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.Thoughts? 

542
M
Community Debut
3 days ago
raghavkannan
Apprentice
raghavkannanApprentice
asked in AI & Bots
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?

766
Mykola Zhuravel
Skilled Expert
14 days ago
N
Community Debut
nikki_18255Community Debut
posted in AI & Bots
Email Bot - Ability to exclude email addresses from automatic responses

Our company is trialling the Freddy Bot and has a concern that continual responses are sent to the same companies over and over again relating to the same issues.These responses are often wrong or not required. We have regular email contact with external couriers and suppliers and rather than have the BOT respond would rather these particular email addresses are removed from the automatic BOT responses.For some of our affiliates this has also created issues on their end as this then creates additional tickets in their own CRM.Example our supplier emails us to say they have cancelled an order and the BOT advises them on our cancellation policy.  This happens everytime they cancel an order.When consulting Freshdesk, they responded that we could exlude ONE email address only.I want to address your concerns regarding our bot's automated replies. Currently, it is not possible to limit the bot's sending of automated responses to multiple email addresses. We have implemented a feature that al

120
N
Community Debut
1 month ago
B
Apprentice
Brian RApprentice
asked in AI & Bots
3rd party automation integrated with Freshservice

we are currently using the Moveworks chat bot with our Freshservice instance.  we would like to be able to do the following:user selects a service request to add permissions to an application or add/remove a user from an application create a process where the the chat bot, moveworks, will get the ticket assigned to their user, then go to and application or system, perform the functionThen update the original service request and moved to a resolved status.Is this possible?if so, what did you do to make this work?  this is not using orchestration within Freshservice.Let me know if you have any questions.(We are not using Freddie)

90
B
Apprentice
5 months ago
dadoonan
Apprentice
dadoonanApprentice
asked in AI & Bots
email bot and Freddy AI

Both email bot and Freddy AI are missing from my admin page.What is the solution to get them to display? David

873
Yusuf Ahmed
Community Manager
6 months ago
KerriCross
Apprentice
KerriCrossApprentice
asked in AI & Bots
Bot Conditions - Else statement not working

Hello, I am quite new to bot building so I hope someone can help.I have created a flow where a reference number is collected. This has the following regex validation applied:(700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6})I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4.Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle.Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference? 

731
Aniket
Community Debut
9 months ago
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in AI & Bots
Empower support teams with Freddy Copilot. Buy Freddy Copilot now!

Hello Everyone!As we draw closer to the general availability of Freddy Copilot on February 5th, we are making the Freddy Copilot add-on available for pre-purchase, starting at USD 29 per agent per month.The add-on also comes with free access to Freddy Insights for a limited time which continues to be in beta. Buy Freddy Copilot add-on before February 5th so you don’t lose access to Freddy Copilot and Freddy insights after the beta ends.Reach out to your account manager or go to your plans and billings page to make the purchase. To learn more about the Freddy Copilot Add-on, click here.Want to learn more? Join our webinar on February 5th to explore Freddy Copilot value, capabilities, and roadmap with subject matter experts. If you have any questions, please drop them in the comments below. 

460
Kamakshi V
Community Manager
10 months ago
christatedavies
Apprentice
christatedaviesApprentice
asked in AI & Bots
Teams bot issues

We use the Teams bot with Freshdesk Support - and it needs some TLC:The available screen space is not used, and it really needs to be New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment)I’d love to use this more, but basically, I cannot.  

490
christatedavies
Apprentice
2 years ago

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