Archives - Freshdesk

Linked to: https://support.freshdesk.com/support/discussions/topics/22099Looks like this comment history is still not transferred. Is this still in the works? 2 years ago, it was mentioned as a "we're taking it up 3-4 months from now", but I don't really see that it was implemented.Thanks.

I need to find a way to uniquely identify each of my 3 different embedded forms on 3 different websites for 3 different products.Right now the only way I see that being possible is to make the customer select the Group for which they are submitting the ticket.Is it possible to filter tickets based on where they are coming from?  Is it possible to submit information with each individual form without showing it to the customer?  If I can find a way to identify the product or group without making the customer do it, I can do everything else through Dispatch'r.Thanks for your help,Dave

Is there an easy way to remove the Sign Up Link from a custom portal without turning it off for all portals?

I just rolled out Freshdesk to my users.  We have a dependent field that is required.  What's unclear to the user is that the sub-fields that pop up are required (they don't have a red asterisk next to them, just next to the main label.  And when you submit the form, other required fields are highlighted in red, along with the "This field is required" message in red.  But the dependent field is not in red, so the user doesn't see that it is required.Am I missing something here?  Is this a setting?  Is anyone else having this problem?Thanks.-george

Is there a way for Freshdesk to automatically tag a ticket if that tag is found in the content of the ticket? 

The ticket# shows up after the ticket subject.  if the subject is long and you hover over it, only the subject shows up in the tooltip making it hard to know which tickets to merge --- please add ticket# to tool tipSometimes our customers open new tickets and the previous ticket#s get added to the beginning of the new ticket subject.  it becomes visually confusing in the merge --- consider reversing display and show the ticket# 1st and the subject 2nd (See attachment)

Slack often doesn't receive a notification about comments. Not always, but often.

Our Freshdesk support widget doesn't show the knowledge base that we've created - it's visible on the portal but we need it to be included in the support widget - I'm sure I saw this feature in the demo - any help would be great, thanks.

I see how the widget can be styled in different ways. It looks like all tickets are being routed to the main portal though. Is there a way to create a widget for a special brand and then all tickets  generated at specialbrand.com are being routed to the agents in that group directly?

Is there a way to tell Freshdesk to not create a new ticket for specific users?  Our support address gets notifications that don't need be turned into tickets (e.g. our spam firewall send a daily notification of quarantined messages).  These aren't spam messages, but come from addresses that will never be real users, and thus never be actual support requests.

The 'Insert Placeholders' button is missing from some Email notifications. For example 'User Activation Email'. 'Password Reset Email' etc.

Currently, when a ticket is submitted, a default message pops up at the top of the page that states: "Your ticket has been created and a copy has been sent to you via email." Can we modify that message?

When a customer sends us a support email it is actually sent to a distribution list which includes our freshdesk email and several other people. Often times one of the people on the distribution list will "reply to all" and send a response to everyone on the list, including freshdesk. As you can imagine this creates a new ticket for every response which is painful to maintain. Is there a way to identify certain people or domains that can be prevented from creating new tickets in Freshdesk? I would still like them to be able to respond / update a ticket by replying to the correct email. 

How do we bulk merge multiple tickets at once? For example, one clients sends 5-8 emails with 6 photos each (due to his email limitations) and we need to bulk merge instead of one by one.

We've consistently noticed an issue with tickets submitted via email and containing cc'd recipients. If a customer submits a ticket via email and cc's someone using a specific email format, replying from within Freshdesk will create two separate cc'd recipients.How to reproduce:Send a message to your Freshdesk monitored mailbox and enter the following text into the cc box:"User, Test" <user@domain.com>Hit the "Reply" button from within Freshdesk.--> You'll see two recipients in the cc box.I've attached a screenshot.

Hi,One customer continues to ask the same questions over and over. In some cases I repeatedly close a ticket and tell them to stop writing about the same issue.Is there a means to stop this 1 customer from re-opening their tickets?  Or block them from submitting any new tickets?If they submitted something new that is legitimate I'd like to be able to support them, but if they submit the same question again, I'd like to merge it with the closed ticket and stop engaging with the customer.Thanks for any suggestions!(note - first time posting here and not seeing an appropriate forum topic - please let me know if i'm not in the correct place)

Hello,In Ticket->Export csv file there is "Ticket resolution time" and "Ticket close time" but I can't find  "Ticket first response time". It's needed to analyze in how many cases you exceeded "First respond" SLA.Is it possible to export it somehow or it's not aviliable at the moment?If not - will it be added?     Regards,Lukasz

Hello all,just corrected my own 'mistake':I was sending notification e-mails with ticket ID in the subject without brackets []:ID #8instead of ID [#8](BTW, not essential to have a dash - in front of "ID")Apparently, the hash # is not enough to identify the ID, so the brackets [ ] must always be in the subject.If not, if the customer replies to the e-mail (i.e. not having brackets in the e-mail subject either), the system will interpret this as a new ticket, with a new ID, instead of a sibling of the existing ticket & ticket ID.

I have noticed that when we use Freshdesk for an internal ticket we miss out on email notifications of replies. In these cases, the requester who raises the ticket is also an agent (eg someone within the company is raising a request for someone else within the company to deal with, it's not an external request from a customer).An example scenario goes like this: Agent 1 raises a ticket and assigns it to Agent 2. Agent 2 replies - Agent 1 gets an email notification. Agent 1 replies - Agent 1 gets an email notification, but not Agent 2 (and it's Agent 2 who really needs to hear about it!). So a reply from the requester, if the requester is an agent, is treated as a reply from the agent (and is sent to the requester, ie themselves).This has caused us to miss out on replies on a couple of occasions. We can work around it by CC'ing replies to the as

Of course we tell them not to, but occasionally customers will give us their credit card number in a support ticket.  In order to be compliant with regulations, we can't keep messages that contain cc numbers.  Is there a way to delete just that one message without deleting the whole thread?

Been searching around and cannot find the answer to either of my problems.a) can i create a new user with a company in one go via API or does it need to be 2 separate posts? (a customer and then user?)b) i am using VB .NET and although i can find many examples with PHP none with VB, I am sure it is simple but everything i tried receives error 406:Not Acceptable at this point i am unsure if it is my XML string builder or my credentials but i was hoping that someone would have experience in VB.Here is my code: Shared Function Create() As String Dim n As String Dim em As String Dim c As String

We have had to ask a customer for the expirty date of his credit card in order to process a refund but the customer has provided us with all of his card information. Card number, expiry date and security code.Obviously this is sensitive information which we do not want anybody to gain access to.Is there any way we can delete just that email or part thereof to remove the information?

Hi all,I am trying to get to grips with "first call resolution" and how it works.  What exaclty is a call that has been resolved first time?  Is it a call that has had only one reply or comment put on it?  Or is it a call that has only been closed once?

Customers can use this method to set up Reminders or Escalations in Freshdesk using SupervisorWe ourselves use the method below in our Support teamComplete info available in our Screenr below.Create 3 Custom Fields in Admin -> Ticket Fields with Drop down values - Awaiting Response Email Sent, Escalation Sent & Second Escalation       sent with values as in screenshots      

Just a quick note about using custom fields with the API.1. All fields must be between a single set of <custom_field></customfield> tagsExample<custom_field>   <custom_field_one>$value1</custom_field_one>   <custom_field_two>$value2</custom_field_two></custom_field> If you use <custom_field> tags for each field, you will get an error.2. Custom field names are not what you think.   The best way to discover them is by looking at the source of the ticket submission form.  You can also use this to devine the possible values of dropdowns.3. Many more fields are available.   If you look at the return, it will give you an idea of what can be set - quite a lot of these are not in the docs...HTH someone and you won't have to spend hours guessing how it works.Chris.