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

Hi Ramya - is there a way to set notifications for when a ticket is assigned to an agent?

Yes, there is @ejanee. :)

Using the default agent email notification, Ticket assigned to an Agent, you can trigger email notifications to alert the agents that a ticket has been assigned to them. Here is an article for detailed help. 

Cheers!

Hi Ramya!

Thank you for your time.

We’ve been using Freshdesk for a year now, we are really happy with it and we’re triying to make the most out of it. 

But all the times we tried to use Proactive Outreach, we followed the steps and every time fails, just won’t send anything to our customers.

Best!

That’s nice to hear, @Adali. :)

Ah, that’s unfortunate. Let us discuss the issue with Proactive outreach via DM and troubleshoot this accordingly. Cheers!

Hello,

We keep separate knowledge bases in separate portals for each of our products because the Freshdesk search function would otherwise provide too many many irrelevant results. 

Is there any way (or are there any plans) to create a filtered search across all portals? This would be huge for customers who use multiple products.

Thanks,

Chris

how to start

Filtered search seems to be an interesting idea, @Chris Johnon. :) 

It would be great if you can elaborate more on your requirements with using filtering in portal search. Looking forward to hearing your insights!

Cheers!

We believe you are new to Freshworks, @Mhadz cayamora. A warm welcome! :)

You can kick start learning about Freshdesk Support Desk from various resources we provide, sharing the links below for easy access: 

• Freshworks Academy
• Freshdesk Solutions
• Freshdesk Youtube

Cheers!

@hemanth.ramya 

Let’s say you have five portals for products A, B, C, D, and E. 

Filtered search would allow the user to search for term “X” in portals A, B, and E. Or just portal A, or whatever. Freshdesk would then search across all selected portals for that term and return the results.

Right now, you’d have do five, separate searches.

This surely is an intriguing ask, Chris. We would be happy to explore the possibilities of this feature being picked up and will keep you posted in our community with any further updates/enhancements. I also think it’ll be worth to raise this as an idea so that other community members can also vote for this and bring attention to our product team. 

Cheers!

This was truly an amazing chat session, and I thank all of you for your active engagement. Would love to be a part of such sessions more often. For any further help, feel free to raise topics/ DMs and I would be more than glad to assist.

Happy supporting!