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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
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2440 Posts
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Contributor
ben.rollmanContributor
posted in Archives - Freshdesk
Settings for Agents Using Only Email

I'm trying to set up our responses and alerts in a specific way and I'm wondering if anyone else in the community has this set-up.  We're a small shop and there's a lot of coverage overlap.  We also are used to using Footprints and responding to tickets primarily via email.FD now sends multiple alerts to agents and requesters for every update or comment or change or reply.  I'm trying to simplify the flow without losing important communication.  The biggest issue is that there's confusion between emails sent out that are alerts, or informational ABOUT the ticket, but not having anything to do with the actual communication between user and agent.  I want to limit that, and I thought I had.  But if I can't limit it, I want it to be "named" the same thing.  If a ticket is updated because its status changes, I don't want a new email to go out with the subject "Status Change: Ticket Title" because that creates a new email thread.  Then agents complain they get too many emails.  They want to

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hemanth.ramya
Community Manager
4 years ago
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Apprentice
lukaszApprentice
posted in Archives - Freshdesk
e-mail notification for group

I have one support e-mail x@x.x assigned to „IT” group. When customers send messages to this e-mail all Agents assigned to group „Dział IT” received notification. Since one or two weeks email notification for: Ticket Assigned to Group stoped work.Someone have simillar issue?Of cource i this option is enable in panel.

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hemanth.ramya
Community Manager
4 years ago
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Apprentice
gaApprentice
posted in Archives - Freshdesk
Disable Private Note option

 When posting a private ntoe it does not stop the response.  eg, if we call a customer rather than reply then we update with a private note to say "Called customer" then the response is not met.  If we add a public note then the response is met.There is too many cases of the engineer not changing to public note which is causing the response timers to not be accurate.  Is it possible to disable the private note option or even make the public note the default option?We treat all tickets on the system as being able to be viewed by the customer at any time so we really do not have any need for the private note function.

5431
hemanth.ramya
Community Manager
4 years ago
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Apprentice
awittwerApprentice
posted in Archives - Freshdesk
Publishing Articles in the Knowledge Base restrictions

Hi! I am trying to find out if its possible to have a requirement for 2 agents approve an article for publishing rather than just one?

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Community Debut
4 years ago
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Apprentice
thbennerApprentice
posted in Archives - Freshdesk
initiate communication with client

Hello,normal, the  communication is initiated by emails from the client.In some cases we need to start the communication to clarify some questions recarding his order. How can we do that in freshdesk?Thomas

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hemanth.ramya
Community Manager
4 years ago
N
Apprentice
nsenApprentice
posted in Archives - Freshdesk
validation failed - Jira on-prem

Our Atlassian domain is not public. We followed your instructions here and have whitelisted your USA IPs already. Still getting a validation failed error. Where do I go from here? I have not done this part: "For users who are using on-premise JIRA, can make the JIRA domain public by downloading ngrok (check out their website for information on download and installation procedures)." Their instructions are not specific...is this to be installed on the Jira server or on the users' desktops/laptops?Thanks.

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Community Debut
4 years ago
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Apprentice
jamiehayesApprentice
posted in Archives - Freshdesk
Concierge Support

Are there any consultants I can pay to help us get set up? Where would I find one?

441
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4 years ago
N
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nealApprentice
posted in Archives - Freshdesk
How to turn off forum notifications

I keep getting notifications about new posting in the forum. How do I turn those off.

1291
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4 years ago
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patrick_20699Apprentice
posted in Archives - Freshdesk
Freshdesk develop to design support portal

Where is the best place to source and hire developers to create custom code for the support portal page(s)?

541
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4 years ago
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jvanhoornApprentice
posted in Archives - Freshdesk
Hide A ticket Type from the customer Portal

We use Freshdesk for multiple departments in the company. Not all departments are customer facing and we only want the ticket types for customer facing issues to be displayed on the portal. How do I hide a specific ticket type from customers on the portal?

4391
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4 years ago
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svante.b37Apprentice
posted in Archives - Freshdesk
Prevent going back to list after send and mark as closed

Hi,When I've responded to a ticket I usually Send and Close the ticket. after that I usually want to add tags and set the ticket type etc in the panel to the right, but this seems impossible as freshdesk returns me to the list of all tickets. is there any way to turn this redirect off? I don't have that "zen mode" turned on so it can't be thatThanks,//Svante

831
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4 years ago
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ryansApprentice
posted in Archives - Freshdesk
FreshDesk Setting Change

I need to add a priority level - something like 'Waiting on Customer' for the tickets instead of the generic low, medium, high and urgent.  I can't find where to modify those.  Anyone know?

331
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4 years ago
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shelley.nelsonApprentice
posted in Archives - Freshdesk
Want to "Send activation email" automatically to unverified cc'd contacts, but do not want to "Send activation email" to all newly created contacts

We do not want all new contacts to get an activation email, so we have turned off "User activation email" in Admin > Email Notifications > Requester Notifications.Unfortunately, with this setting change, contacts that are cc'd on tickets are not longer automatically getting the activation email.Could you please add a "User activation email" option to the CC Notifications so unverified contacts who are cc'd get an activation email?

5011
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4 years ago
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perachelpApprentice
posted in Archives - Freshdesk
Tickets stopped being created on Monday

Hello,Email messages sent to our support email address which was configured with Fresh Desk have been automatically creating tickets up until Monday at which point it stopped working.A couple emails sent yesterday somehow worked, with a ticket getting created for them. However, the vast majority have not and we have had to manually reply to everyone sending support requests, because it seems freshdesk is not working properly and creating the tickets when an email is received.please help

332
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Community Debut
4 years ago
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Apprentice
huguesApprentice
posted in Archives - Freshdesk
Filters

Hi,Is it possible to add filters in viewing mode? The use case is that a FreshDesk supervisor wants to create one report that is available for 2 teamleaders.The teamleaders can view the overall results of both teams and should be able to filter on groupname, agent name and creation date, but shouldn't have access to modify the report.Is it possible to grant filters in viewing mode?Thx for your suport

560
H
Apprentice
4 years ago
P
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paul.oneillApprentice
posted in Archives - Freshdesk
Problems pasting in Edge - Clean/Keep ignored

Hi allThere have been past problems with Edge and I know everyone hates on Microsoft's browser but it's 2019 and we haz teh libraries - cross browser is NOT that hard.... -_-Can we please get the paste (in my case, from Office products) working in Edge?Some of my clients have locked down environments so can't install Chrome or Firefox even if they wanted to....To reproduce:* copy a table from Excel or a paragraph from Word* paste into a note on a ticket. The Keep/Clean dialog appears.* click either button - nothing happensThe lucky ones go to another browser to finish the job. The rest cry in their lattesI'm using Edge 44.18362.329.0with EdgeHTML 18.18362Thanks guys - keep up the good work :)

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Community Debut
4 years ago
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Apprentice
cedric_guineApprentice
posted in Archives - Freshdesk
Customer portal ticket status translation

Hello, I have 2 languages on my freshdesk solution, english and french. I created 2 more ticket status on my English side (New and Waiting for third party) and after translated them into the "Translate ticket field".My issue is that the translation work because i can see my new status on franch agent side when i work on the app, but on the customer portal my new ticket status stay in english.On the agent side:On customer portal :I'm always in trial and will go to the blossom plan after that, so i don't think that the customization of the portal is a solution. Thanks,Cédric

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C
Apprentice
4 years ago
K
Contributor
kylaContributor
posted in Archives - Freshdesk
Workflowmax app - server error

I'm having issues with the new Workflowmax app that's recently been made to work with Freshdesk Mint. I did a test run of it - logged some time to a ticket and when I click Sync time entry to Workflowmax it opens a side window briefly then closes and says Server error try again later.

292
K
Contributor
4 years ago
J
Apprentice
julia.whyteApprentice
posted in Archives - Freshdesk
Review Agent's Personal Canned Responses

Is there a way for Admins/Supervisors to review the personal canned responses our Agents set up? We'd like to have insight and possibly approval rights to make sure that all canned responses created and used by agents meet our standards. We've found that we're able to see changes made to personal responses in the Audit Log but no actual access to the agent's folders. 

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4 years ago
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hello_20690Apprentice
posted in Archives - Freshdesk
Emails Not sending

I am not able to send emails from Freshdesk.The ticket notification and any replies I make to tickets are not being delivered.Would love some help to figure out what I need to do to get this working.ThanksMeg

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Community Debut
4 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk
How to better navigate our canned responses

Our customer support team has grown significantly in the past year, and with this bigger team, we are starting to notice some serious problems with how FD handles canned responses.  Our C.R. database has become pretty big, and finding the right one has become increasingly difficult.  It's not practical to try to scan through all the CR's in a given category, so we have to use the text search field, which is very problematic.  Here's an example:  We have a CR named "How do I use my activation code?"  If I enter that exact text into the search field, I'll get a long list of CR's, and the correct one is the ninth on on the list!  Most of the search results don't even contain most of the words in my search term, even if it put it in quotations marks!Right now, to train new support staff, we have no choice but to tell them that they have to simply memorize the which search terms will produce each CR, which obviously will not be sustainable as our company grows.  There doesn't seem to be any

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M
Contributor
4 years ago
T
Contributor
thanos.massiasContributor
posted in Archives - Freshdesk
When company is changed for a contact, old company name persists in existing tickets

When I change/remove the company for a contact ( usually to correct a mistake ) the previous company name is still displayed in existing tickets and ticket lists and not replaced by the new one.

20911
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Community Debut
4 years ago
M
Apprentice
monica_18640Apprentice
posted in Archives - Freshdesk
Sending SMS Survey via Twilio When Ticket Changes to Resolved

I created an SMS survey in Twilio and I am interested in syncing my account with FreshDesk. Basically, I’m looking to send out a survey any time a ticket is changed to resolved. Is this possible?Or is there a way FreshDesk can send a text message to a customer once the ticket status changes to resolved? And I can just embed the survey link?

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Community Debut
4 years ago
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elizabeth_20167Apprentice
posted in Archives - Freshdesk
Is there an app/marketplace extension that combines canned replies and scenario automations?

So that I can add a reply and do my labelling in one click instead of 7. :) Thanks!

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J
Community Debut
4 years ago
H
Apprentice
hmillian78Apprentice
posted in Archives - Freshdesk
Custom Tickets and Fields

I am reviewing this project and I want to know if  I have the ability to create different ticket types and custom fields within these custom tickets.

553
R
Community Debut
4 years ago

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