Good day, folks! 

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

Cheers,

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

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! 

@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.

Ah, we understand @moniqueortiz! 

You would be able to disable the Christmas theme from under Admin > Helpdesk settings > Agent portal > Edit branding > Disable the theme. You may refer to this article for detailed help.

Thank you! 

Hi @gaving 

Yes it is possible, please navigate to Admin Settings > Numbers
Under Call Actions section, currently you would have mapped Call queue/IVR, Please click on that particular action and if it is going into a call queue, please Edit that particular Call flow/Call queue where in the Call will be attended by.. section add your desired mobile number and that’s it, Calls will be forwarded to your mobile phones.
Please note you will need to have Forward to phone, External number route features enabled, contact FDCC support team regarding the same.

Thanks!

You can make use of Email tracking for Freshdesk integration to suffice your requirements, @p.photos_sports. :) 

Cheers!

My question is more of where to start guidance.  We have been on this platform for a year now.  It was built out from following the documentation Freshworks has available online.  While building out any new system, there is usually some “Onboarding” itself with that. This experience was much different with just read and figure it out. At times, I questioned if I was setting it up correctly, or if how it was being set up was the “Best Practice” with other groups who utilize it as an IT Help Desk.  I’m interested to know what is the best practice for building out the help desk? Do most have the selections in the Service Catalog for the requestors to scroll through and pin point what to open their issue/ticket on, or do they have the standard open ticket form that becomes more open format?

Howdy, we are looking to set up call automation for our team. We want to have the ability to easily direct the calls coming into our support line straight to our mobile phones. We are a team of 3, would this be easy to setup before the holidays?

Thanks!

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!

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

i would like logo with christmas! 

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!

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!

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!

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!

how to start

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

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!

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!

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

Hi @gaving,
Apart from the above given solution,
You can also mark agent status as Forward_to_phone and add your mobile number through Freshworks profile. Calls will be directed to your mobile phones directly. 

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

Cheers! 

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.