Archives - Freshdesk

Our reps are asked to reply to tickets in a FIRST IN, FIRST OUT order.Specifically, reply to all OPEN TICKETS, with the ticket that has been "WAITING SINCE" the longest (not the total age of the ticket). In ticket view, you have the ability to add a column called "Waiting Since".The sort by command, however, does not provide this field for sorting.The closest is "Modified Since" but that has many sigificant flaws to it (modified since date changes if you add notes OR even open a ticket).Can we get "WATING SINCE" added as an option in SORT BY?Is there another way to view OPEN sorted in this fashion?Thanks in advance,

We are finding that our users just aren't taking the time to look at help documents.  We have a nice library of solutions and our agents largely reference them when replying to tickets.  As much as I love the type-ahead search capablities, it's not reducing ticket creation.We are pretty confident that we have to deliver the solutions at the point they are needed.  In other words, the solutions need to be available when the user is using a given feature in our website.  To provide context-sensitive help, we realize that we have to have a much more robust means of isolating/categorizing a given solution.Here's what we think will work (using existing features in FreshDesk) and we'd love to hear feedback from others that have attempted similar implementations.In a nutshell, we are going to build a local store of the solutions and utilize unique keywords (tied to specific features in our site) as a means to query certain solutions.  W

I want to create a notification (or supervisor rule) on Freshdesk Mint when an agent reply to a ticket is sent but not delivered. This thread here says it's not available, while in your release notes it is stated "Mail delivery failure notification for compose email in Mint". Can you please help me on how to send an email notification when a message is not delivered?

Hi,I can't find the way to activate the chat within the widget to leave the choice to the customer between "leave a message" when no urgency, no want to livechat, or when our agent are too busy/slow or "chat with us" Do you know if it possible and how to do this ? Thanks a lot for your help

 We've recently seen a customer with an acute e accent in their gmail address, which has been a valid character for addresses in gmail for well over 5 years now. When submitting customer details, we see the following in our error log Failed to complete acquisition: Received error from Freshdesk: {"description":"Validation failed","errors":[{"field":"email","message":"It should be in the 'valid email address' format","code":"invalid_value"}]}   Does freshdesk really reject input from internationalised email addresses? If so, what's the workaround and will it be fixed?

Migration to Office 365 is the best approach for the organizations looking for expansion of their business with cost effective.Office 365 is very advantageous as it provides plenty of features and you can access your data anywhere at any time.

In the previous post, we looked at how we set up the self-service portal for Freshservice and other Freshworks products. We were all set to launch the portal with knowledge base articles and forums but decided to give it some more time.While we had good self-service content on the portal, we knew some of our customers would definitely want to reach out to our team for specific questions they had. We had to have a form using which customers can submit questions when they don’t find what they’re looking for, or needed additional information.The missing piece: customized formsWe decided to enable the ticket form on our portal but there’s one challenge we had to deal with. Since we support multiple products with the same Freshdesk account, we had a lo

Hello.Every time we have an agent log in, they're prompted with quite an extensive CAPTCHA. That is, it asks for selection of items around 5-7 times before confirming that agent is not a robot. It does this every time they log in, regardless of whether they're using a PC or mobile.How do we shut this off? I understand that it's for security reasons but it's starting to become quite frustrating having to do so many of these every single time we're working on tickets.Thanks, everyone!

Hi there,I''d like to display a group of folders, from a SPECIFIC category on my support home page. I understand the very basics of liquid but I'm having trouble writing the proper syntax to call in the folders. I have multiple categories. One category is titled "Knowledge" with 12 folders.  I want to displays, on the home page, ONLY the Knowledge Category, and its folders.Here's what I'd like the code to do*The Loop starts Here*  Get The Category Titled "Knowledge"      Display the Category Title   Display ALL folders inside that Category Knowledge         Display Folder Name         Display Folder Description*The loop ends here*I would love some help writing the liquid statements for this. Thank you very very much in advance!----

We are having an issue where internal company staff (agents and non-agents) are responding to Freshdesk notifications (Ticket notes, replies, and forwards) and including our support inbox that is linked with Freshdesk.Freshdesk is then adding the email as a Public Note to the related ticket.Can I change this so that email like this are added only as Private Notes?I would think that if there are no requester or Company email domain addresses in the email To or CC list that the ticket would be made private, as was not intended for external circulation.I did see that are other Matching Topics:When replying to a private note email notification, response goes to the client via a public note (Warning: halitosis) But I am unable to view the link in your support portal to see if there was a solution for it.  

Hello,  We have support in Swedish and every time we answer a customer email it comes up "Hi xxxx (customer name)  Can we change what it says? For example, we would like it to say "Hej (Hello in Swedish) and also just the customer's first name.

The documentation says: "Once the widget is initialized with a certain locale, the language cannot be changed."But in my case, the user can change between languages ​​dynamically during their portal session.Is there any solution to do language switching after the widget has already started?Maybe unload and upload it again with new language, i don't no... =/It would be perfect if I could just do something like:FreshworksWidget("setLanguage", "en"); or FreshworksWidget("switchLanguage", "en"); 

I would really like to change the language dynamically on my portal, my users can change the language whenever they want, but my widget stays in the initial language and the documentation says: "Once the widget is initialized with a certain locale, the language cannot be changed."Is there any way to do this language change? Maybe unloading and reloading it on the portal would be a solution?I wish it could be like this:FreshworksWidget("switchLanguage", "en"); FreshworksWidget("switchLanguage", "pt-BR"); 

Hi there! we noticed weird behaviour with the "Public URL" for our internal fresh desk tickets. Users who are logged in to the freshdesk client dashboard are unable to open "Public URLs" and are instead directed to the login page. If the logged in user now logs OUT of his freshdesk account, he is able to access the "Public URL" again. It seems that there is a bug with access to "Public URLs" when a client is logged in to freshdesk already. Steps to reproduce:- Client A requests a new ticket with a freshdesk agent. - Freshdesk agent B accepts the ticket and creates a public URL for it. - Client C (who already has a fresh desk account and is logged in already) clicks on the public URL for Client As ticket.  - Client C is prompted to log in again despite already being logged in.   - If Client C logs out of freshdesk, he can access the public URL again.

HelloIs it possible to add filters to the Contact search from the Agent portal?  Searching tickets is not going to meet the needs of my support desk. We will need to search our list of contacts and be able to narrow the results by more than the supplied filters in the attached screenshot.  For example, could we add a field to filter by zip code?  Will this field use wild card functionality?  Our customers may not have accurate information of their location and we will need to be able to efficiently locate the exact location with minimal information.Thank you!

Hello my fellow freshdeskers....We use Freshdesk through Solarwinds N-Able, which I think is a brilliant little tool but I', a bit pissed off with it today.I tried to set-up SSO so we can use DUO 2FA on their and it made every Agent re-activate there account, why is this?I have had to remove it due to it not working, but when I do finally figure out why DUO isn't working and get it working, it means everyone is going to have to reactivate, again, why?Cheers,JamesSorry wasn't sure where this goes.

Essentially I'm trying to write code for a custom app which will open a reply but switch the To email with the first CC email for a use case we've found.I notice in the docs that setValue can be used for To, CC, Requester email as well as other fields, BUT I cannot seem to use setValue for requester or To (Ideally I would like to update the ticket changing the requester's email address. client.interface.trigger("setValue", { id:

Essentially I'm trying to write code for a custom app which will open a reply but switch the To email with the first CC email for a use case we've found.I notice that setValue can be used for To, CC, Requester as well as other fields, BUT I cannot seem to use setValue for requester or To (Ideally I would like to update the ticket changing the requester's email address. client.interface.trigger("setValue", { id: "

Hi Can you please share fuller details on the best way to use the test case management feature e.g. user flows, journey etc. 

Installed node version is 8.10.0Installed fdk version is 5.4.1When I doing  fdk run, server is starting properly, no errors. when I am going to test app on local by appending 'dev=true' in ticket url, Its not working. nothing is happening no app, no error in console too. Facing this issue from last 2 days before that it was working fine.

Hi, We have created custom forms with the help of this article (https://support.freshdesk.com/support/solutions/articles/226902-how-do-i-setup-different-ticket-forms-for-multiple-products-). How do we redirect user to login page when they click on the external link to access the form? My manager is also requesting a zoom meeting for this issue so that we clearly explain our needs. Thank you,Victoria

The user activation email has a template field "{{activation_url}}" which is replaced with "https://support.easyindexplugin.com/register/....."   We don't have a SSL for "support.easyindexplugin.com" so our clients see a scary, nasty "unsafe website" message.Telling me to pay you $180 for an SSL certifcate when it would be trivially easy for you to allow the use of a FREE letsencrypt certificate is just unconscionably greedy.

i cant enter to the freshdesk we use the domain interior.gob.cl ( we are part of the chilean government) and we cant enter

Hi why cant use our domain interior.gob.cl ( we are part of the goverment of chile) and we have 2 freshdesk, so can you fix or not blocking our email. tyhttps://migracioneschile.freshdesk.com/

Is it possible to create multiple ticket forms? I need to have external links available for certain forms, or to certain configurations of the form. For example, In the screenshot below, I need a link to the form that has Course Fix Request already selected.