Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Freddy AI Agent Unleashed: Drive Effortless, Always-On Assistance

(Thu, 5 Dec, 4:00 pm)

Community
Using Freshdesk
Archives - Freshdesk

Archives - Freshdesk

All archived articles of Freshdesk

2,440 Posts
6,096 Replies

When you subscribe we will email you when there is a new topic in this category

2440 Posts

Recently active

Most replies Most views Newest first

timothee.hostettlerApprentice

posted in Archives - Freshdesk

User Experience for multiple language

Hi, I have read multiple article about the ability of Freshdesk for Multiple Language and I didn't found the good answer. Our company Work in German and in French. We set up the portal as primary language German and set up a secondary language for French. We support more than 10 Product and have Solutions in French and German for those Product. We have only one Email Adress for the support. Hoi did you work to have a support portal in multiple language we wan't work this the "Multiple Product Portal" because to use it we muss give a Email and a other support portal adresse.

kubackovaContributor

posted in Archives - Freshdesk

Answering to a ticket creates new ticket

Hi, customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this? Thank You for answering, Kristýna Kubáčková

rtannerApprentice

posted in Archives - Freshdesk

Experiencing delays when merging tickets and contact creation

We have been experiencing a delay for about a week. When merging tickets, the secondary ticket will remain Open instead of Closing. When scrolled over, a popup states that it is 'closed and merged with ticket xxxx'. Also creating a new contact, it will be accepted, but not be available to link. If created again, the error is received that the email address is already used.

fabien.billiardApprentice

posted in Archives - Freshdesk

Hello, We have a problem with Freshdesk when we use Images but when i received the mail in Outlook and Gmail, the image is not visible Thank you Fabien URL Freshdesk : http://support.immpact.itga.fr

erlend.glommenApprentice

posted in Archives - Freshdesk

Javascript conflict with wordpress theme

Hi,I am trying to implement the Freshdesk widget on my site: http://www.reservesinsight.com. It doesn’t work with the Create theme by Themetrust and this seems to be connected with one-page scrolling and the way this has been implemented in the theme. Note: it works in any other theme when I switch to for example Twenty Fifteen etc.In the browser Development Console I can see the following error when I click on the Freshdesk widget: TypeError: scroll is not a functionAny idea how this can be resolved?All the best,Erlend

samuel.blaasApprentice

posted in Archives - Freshdesk

Customized CSS snippet for changing priority colours

The 3px wide colour-marker for the priority of a ticket is just very small and can hardly be seen.As the admin area doesn't provide any settings for the priority-colour-handling, we want to add a custom CSS snippet to (at least) make the colour-markers more visible.Does anybody have done sth like this already? We thought about adding td.priority-border priority-urgent, td.priority-border priority-medium { width:20px; }to the custome CSS section of the portal, but we dont know changes like this causes any troubles.Thanks,Sam

dpenceApprentice

posted in Archives - Freshdesk

Using Forward option doesn't add all email recipients

When I get an email from a customer, that should have been sent to our Support team, I forward the email to Support. I am set up as an occasional user. However, only some of the individuals that are originally CC'ed on the email are included on the ticket's CC area. Why aren't all customer emails retained for the support ticket?

mlarijnApprentice

posted in Archives - Freshdesk

Reload chat widget

We are implementing the livechat widget on a Single Page Application. This means Freshdesk widget loads on the application deployment once, and never gain.Because it's using sockets, us being an Single Page Application or not does not matter and it works perfectly.Now, we'd like to populate the LiveChat fields for logged in users, so users won't have to type them on opening the widget, but our app does not reload the page on when users login, so even we are populating the array FRESHCHAT_VISITORINFO, the LiveChat Widget never receives the updated information, as it has been already loaded, and, as you guys point out, FRESHCHAT_VISITORINFO should have been set before. Fair enough.My question is: Is there a way to:get LiveChat Widget to RELOAD the updated array FRESHCHAT_VISITORINFO using javascript, but AFTER the Widget has been loaded?Reload the LiveChat Widget from javascript, re-set it completely, forcing it to reload and this time pick up the variable? A Method to 'talk' to the widg

kubackovaContributor

posted in Archives - Freshdesk

Ticket status doesn't update when customer replies for a second time in a row

Hi, we have discovered a problem with FreshDesk tickets - when a client replies to a ticket twice in a row (for example, we need him to send us two documents but he can't send them at the same time), the date of the last reply stays the same as it was when the client replied for the first time. So our agents don't get notification that the ticket has been updated and we would have to check manually if the customer replied for the second time (which is not a working solution). Could You fix this? Thanks, Kristýna

bulent.yukselApprentice

posted in Archives - Freshdesk

Duplicate tickets when get replied back

Hi, I don't completely get in which cases this happens but sometimes when some of our clients reply back to us from their mail, their reply creates a duplicate ticket with a "re:" or "fw:" prefix added to main ticket's title. Is it because of their email client is automatically adding these prefixes when replying or forwarding and freshdesk thinks like "it must be a different subject so lets separate them" or can it be anything else?

sreeragApprentice

posted in Archives - Freshdesk

Hide Creation agent's name in API Call

Hi, How do i hide creation agent's name in tickets and replies, in API calls I am using my API key and it shows created by: SREERAG and SREERAG added a reply etc.

dennisContributor

posted in Archives - Freshdesk

attachment limit 15MBs warning when emailing

Is it possible to show in the ticket the agent receives a warning when a customer tried to attach a file bigger than the upload limit?When creating a ticket in the form, the user sees this.But when a user is sending an email with an attachment (we receive 80% of our tickets this way) and the attachment is too big the customer had no clue. And our agents who receive the ticket see no attachment, and no sign there was ever an attachment there.Is it possible to show the agent the customer tried to upload an attachment, but it was too big?

roeyContributor

posted in Archives - Freshdesk

Attach Multiple Files customer portal

It would be great if it was possible to make bulk attachments so that you don't have to attach one file at the time.

roeyContributor

posted in Archives - Freshdesk

Issue / Query printing a solution

Hi, When printing a solution you can see the "search" button and row. Is there a way to remove it? see attached file

k.tettertonApprentice

posted in Archives - Freshdesk

Browser problem with "Expected Completion" date

Client is having the following issue: When you click on the calendar icon in the expected completion date field (see below), we are not able to choose the three upcoming days because the "+Attach a file" link shows up within the calendar, and whenever you try to select one of those days, it pops up your file folder for you to select a file. Seems to be an issue regardless of browser, but I'm unable to replicate, even when impersonating her. Is this a known issue?

nikolaoskyriakidisApprentice

posted in Archives - Freshdesk

Sessions handling is awful.

You have a notification for new tickets on the top of the list saying "x tickets are changes" or something like that. But never thought to create a notification or something, when you press submit to a huge ticket you have responded to, to tell the user that you are logged out and at least give us a chance to copy our response.

stephanie.zirkleApprentice

posted in Archives - Freshdesk

Delay with forwarded messages

When trying to forward an email to start a new ticket OR when trying to forward from within an existing ticket, there is a significant delay. In one instance, the forward did not come through.

waltercfApprentice

posted in Archives - Freshdesk

Canned response formatting sometimes doesn't copy to responses

I see a really inconsistent transfer of canned response text formatting to reply emails. In all cases, the canned response has formatted text that includes ordered lists and sometimes bolded text. I usually have a second tab open where I find the canned response, then select its text and copy and paste it to the reply email. I use the windows right menu copy and paste. When the text is pasted into the reply email, the formatting is often lost. Sometimes all the bolded text becomes plain text. Sometimes the paragraphs run together, like line feeds are lost. I have manually reformatted the text in the canned response to be sure it is right and sometimes this helps but often it does not. What gives?

kubackovaContributor

posted in Archives - Freshdesk

Assigning users to Companies by domain

Hi,we've just started using Companies in our FreshDesk. There is a possibility to assign people automatically to a Company using their e-mail domain. However, we have some clients who don't have their own e-mail domain and they use a quite common e-mail address, for example "@xxx.cz". We know that we can distinguish them by the first part of the e-mail address, ex. "name-company@xxx.cz".But if I add "company@xxx.cz" as a domain to FreshDesk, it automatically assigns all users with the common "xxx.cz" domain, ex. ex. "name@xxx.cz", to that company.Is there any possibility to solve this and assign users to companies automatically? Anything like the Dispatcher rule, which is great but apparently doesn't work for Companies?Thanks so much for answering!Kristýna

graham.witchallsApprentice

posted in Archives - Freshdesk

Contact Permissions

Hi AllFairly new to Freshdesk.Just wondered if the following scenario is expected behaviour :Logged in as admin, created a ticket with requester as a new email address.That email address then received an activation email; they then entered a password and were taken to the ticket that had been created.This was all well and good, but what was really surprising was that this user (who remember is a contact only not an agent) has the ability to create new tickets and send to any other email address they want.Is this to be expected ?Any help appreciated.

udayContributor

posted in Archives - Freshdesk

Closing the modal pro-grammatically in freshdesk app v2 build

jeffrey_16681Apprentice

posted in Archives - Freshdesk

Closing a dialog with a custom body

I need to hide a dialog with a custom body. I can show it with client.interface.trigger("showDialog", {title: "Title", template: "dialog.html"}); I can close the dialog with the 'x' at the top right, but I'd need to add my own OK button at the bottom. Clicking this will send a message back to the parent, but I don't know how to then close the dialog. I also tried using client.interface.trigger("showConfirm", {title: "Title", message: "Message"}) This shows the Cancel and OK buttons at the bottom, but I cannot specify my own content. Only a message. How do I go about showing a dialog with my own content and also be able to close it when clicking OK?

denise.williamsContributor

posted in Archives - Freshdesk

Emails and Ticket

We are receiving emails for tickets before the tickets.The added replies are slow to send to my users.

usmarshaApprentice

posted in Archives - Freshdesk

I sent a ticket yesterday . You said you got it but it says I have no ticket . Need an answer to my question

I asked a question yesterday & I am still waiting on an answer that was supposed to be shortly . I need an answer

greg.hespApprentice

posted in Archives - Freshdesk

Webform to Freshdesk Ticket?

I've got a webform and as a submit request it posts the data as an email to my Freshdesk support email.Is there a way I can get it to pick up something from within the email to set the ticket contact?

1
...
50
51
52
53
54
55
56
...
98

Page 53 / 98

Badge winners

AndyRussellhas earned the badge Helping Hand
ErikAlmSynerityhas earned the badge Wizard of Creative Thinking (10)
TRUSTWAVEShas earned the badge Salud, Ideator
Tintinhas earned the badge Wizard of Creative Thinking (10)
Tintinhas earned the badge Smooth talker [5]

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK