Archives - Freshdesk

Is anyone else finding that their Dispatch'r rules are not working? Everything has been fine until the last hour or 2 and now no tickets are being processed by Dispatch'r.

They say one picture is 1000 words, so here you go:

The 'all' customers list (/contacts/filter/all) does not show all customers. Specifically, it does not show deleted customers. This is somewhat counter-intuitive.

I woke up today with all of my customer forums showing an absolutely horrible new default design that was a mixture of our previously set custom design plus some new icons, fonts and colors that Freshdesk automatically applied to our site. The new default design now also includes a prominent advertisement for Freshdesk and I cannot find any way to remove it. Freshdesk - IMHO this is a major mess. You should not have changed our customer-facing website without at least warning us in advance and ensuring that we could revert or immediately match the design we have been using since we signed up for our service. How can I fix the following problems: 1. The original forum icons were clean and neutral in design so they could easily be used with multiple custom page designs. The new icons are too large and the colors are too bright and loud (orange, bright green, bright blue etc.) with the result that they clash with any subdued corporate style. Can you please allow us to choose between using

When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs. I want to remove any SLA requirements for that ticket. Is there a way to create a ticket with no SLA? Or to have the SLA removed for a particular Type (ie Feature Request) ?

Sorry but we are waiting for this https://support.freshdesk.com/categories/2/forums/6/topics/91 And I read: Vijay on Tue, Oct 23, 2012 at 2:32 PM Sorry Guys I promise - 1 More month :) Almost done with the work regards vijay --- One month? from October? And do you close the post for more comments? :-\ And this is the way to maintain the relationship with your customers? Can you update us about the situation? And what is this? http://blog.freshdesk.com/why-your-support-portal-should-scream-you Nothing about this new feature? Guys, tell us something.

it is frustrating that attachment cannot be uploaded proper. i had googled the general solution is to go internet option=> security => custom=> to enable the "include local directory when upload to server", by default it had been enabled. i am using chrome as browser, any idea please

Seems to be very case sensitive, and can't type too many letters of the name. IE. I tried to add "Jerrod" to an email chain, I had to type in Jerro to get it to come up, if I typed in Jerrod, it did not find anything.

during the live of a tick, a client canot add a "cc" to his email back to support. for some reason, if the cc'd address was not on the original email that had created the ticket, freshdesk loose it.. only cc add by agent are used. This is not going to fly. G.

We are working with Firefox the latest version 18.01. Sorting of the view Tickets is still a problem. After setting it on Sort by Priority and Ascending this view resets itself after solving a ticket. We have read that this subject is started at least twice on your forum some time ago. Can you please fix this?

We have come across a few problems in the forums and I'm not sure if anything of this has been mentioned yet, so I'll just put all of it in one post. First of all (and that is a huge problem!), if a thread has more than 25 replies, it goes to a second page and the first post on this page is totally wrong. You can see what I mean here: https://support.freshdesk.com/categories/2/forums/6/topics/173?page=2 The first post looks like it's from a Dustin and it has an "I like this idea" button, so it kinda looks like it's the first post overall. Well, it isn't. And I bet it's not from Dustin but from somebody else. Our customers are really angry about this because there are posts that look like they are from them but they are not. Another thing: When I go to the forums and there is a thread that has 3 pages, I have probably already read the first two. So I'd like to be able to go to the 3rd page quickly. But that doesn't work because there is no way to get to the third page from the overview

Hello, I am trying to post data into timesheet note. This is what my code looks like $data = array ( 'time_entry' => array ( 'note' => 'test via API', ),); $urltopost = "http://samplecompany.freshdesk.com/helpdesk/time_sheets/1111111.xml";$header[] = "Content-type: application/xml"; $ch = curl_init ($urltopost);curl_setopt ($ch, CURLOPT_POST, true);curl_setopt ($ch, CURLOPT_POSTFIELDS, http_build_query($data));curl_setopt ($ch, CURLOPT_USERPWD, sampleuser:password);curl_setopt ($ch, CURLOPT_HTTPHEADER, $header);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, true);curl_setopt ($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, TRUE);curl_setopt ($ch, CURLOPT_SSL_VERIFYHOST, 0);curl_setopt ($ch, CURLOPT_SSL_VERIFYPEER, 0); try { $returndata = curl_exec ($ch); $e = curl_error($ch);}catch(Exception $e) { throw new Exception ('An error occured! '.$e->getMessage());} curl_close($ch); echo "<pre>";print_r ($returndata);echo "</pre>"; I have tried this one with all lit

For the last hour or so, Freshdesk has been experiencing the following problems: * Tickets opened via e-mail have taken 20 minutes or more (some have not been opened yet and it has been over an hour) * Tickets opened via the web interface are closed immediately by the system (no human intervention). Anyone else experiencing these problems? -Tom Smith, Park School, Brookline, MA

Hi, In my October bug-report: https://support.freshdesk.com/categories/2/forums/8/topics/7857 I was told that it would be a "few weeks" before PDF embedding would be available.It is now nearly 2013 - is there a definite ETA on this bug being fixed? regardsjamie

Hello Is there a way to remove the automatic salute (Hi insert_requester_name_here,) when clicking reply to a ticket? Most of times I have to delete it, which is a bit annoying in my opinion. Thank you!

I've noticed a few changes on our freshdesk. one of the things is the header bar is now a progress bar and flashes different colours when waiting - this is different to last month. What else has changed - the 'Whats new' post has no details.

Shouldn't the stats on the dashboard include tickets with the status "Waiting on Third Party" for "On Hold"? I understand that these are custom fields but there should be a way to define what Ticket Summery they add up to, I guess.

Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE). http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/ I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases. best regards, Erik Withoud

How do I add a solution to a ticket if it doesn't appear as a suggested solution? I've used all the same tags and it's just weird that it isn't showing up.

I am struggling with the best way to utilize the Group functionality in FreshDesk. My initial thought is to put Tier 1, Tier 2, and Tier 3 agents into groups so I can easily route incoming tickets through Dispatch'r to the appropriate service teams. Is this how groups are most commonly used?

Hi, I would like to know how the response time in the SLA is defined: put a comment/reply on the ticket assigning an agent ... Could you please verify? Thanks!

"Set points to be acheived by an agent to reach a level" should be "Set points to be achieved by an agent to reach a level"

We are just starting to use FreshDesk. We will have about 8 full-time agents supporting 3 core products. We expect about 200-300 tickets a day. Initially, we will be using the mail-in tickets (from our "support" email at gmail). Eventually, we will be building our solutions library and making a help-site available for online ticket entry. I'm a little concerned about the shear volume of solutions that we could potentially have. Does anyone have any advice about selecting keyword choices? I'm also not sure if something should be a canned response vs. a solution. Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them. Any other "lesson's learned" from other sites that have gone through their Freshdesk startup.

Hi Freshdesk guys, I'm currently on the 30-day free trial and I setup my domain to work with freshdesk (http://support.riverflow.in). I also created a Google Analytics property and added the tracking code to my support portal. I waited a couple of days, and analytics says the code is not implemented and it's not getting visitor's data. Any help is greatly appreciated.

Hello, 1. Can I change this text and if so where? Dear Jimmy, Your Ticket #27 – Test1 – has been closed. We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email. Sincerely, ecnordic Support Team 2. Can I turn off so my customers do not get this incredibly annoying emails every time we set it as closed?