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Using Freshdesk
Contacts & Companies

Contacts & Companies

Using Freshdesk

34 Topics
73 Replies

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34 Topics

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mikefirstaidApprentice

asked in Contacts & Companies

New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created. But now it doesn’t use the full name, but rather the 1st half of the email address. Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name. So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

TwazokApprentice

asked in Contacts & Companies

How do you Sync Azure users as contacts in Freshdesk

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?

AmelCommunity Debut

asked in Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

RBS_SimonApprentice

asked in Contacts & Companies

Outlook contact sync Outlook contact sync - not working

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

felipehaApprentice

asked in Contacts & Companies

Limit tickets by customer

Hi, can I set a limit numer of tickets submitted by a specific customer?

karlnharrisonContributor

asked in Contacts & Companies

Freshdesk agent view of tickets customization question about contact details

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

GabesApprentice

asked in Contacts & Companies

Using extisting customer accounts without password change or verification

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too.In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too.Does anyone have any ideas? Thanks,Gabor

mcperr3Apprentice

asked in Contacts & Companies

Adding fields/columns to contacts view

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

TokylancApprentice

asked in Contacts & Companies

Freshdesk azure integration problem

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation. But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

JulianeBSkilled Expert

asked in Contacts & Companies

How can I filter tickets using contact or company fields ?

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

Perry.gyApprentice

asked in Contacts & Companies

assign several companies to one contact no longer possible ?

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

BlairSkilled Expert

asked in Contacts & Companies

Customer name changes

What are people doing when you have a customer that is acquired or merges and starts going by a new name? I’m finding there is no way to Edit existing names or merge with other companies, like you can for contacts.I would love to hear what other Freshdesk users are doing.

SOTAApprentice

asked in Contacts & Companies

Sync with outlook contacts does not work

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

equal.postostApprentice

asked in Contacts & Companies

How to fill Contact fields?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

it_19268Apprentice

asked in Contacts & Companies

can contacts login to mobile app?

I would like to ask if the contacts can login to mobile app? or only the Agent?

Sarah HApprentice

asked in Contacts & Companies

Ability to Unmerge Contacts or Tickets

Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?

MatthewTApprentice

asked in Contacts & Companies

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email.

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

cameradoContributor

asked in Contacts & Companies

Trying to import csv from another CRM - Freshworks tells me to input mandatory fields: Emails, External ID - WHERE?

Hi - Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields" A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be? I cant see them on the mapping or original csv I'm importing. Do I add them? Kindly clarify, confusedly, Jason

Jagadeesh_kanumuriApprentice

asked in Contacts & Companies

how to import my domain (Companie) mail id into freshdesk as contact

how to import my domain (Companie) mail id into freshdesk as contact

HVATop Contributor

asked in Contacts & Companies

Divide contact fields into sections

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

dwatsonApprentice

asked in Contacts & Companies

SPAM sort by contact

We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.

satyam2711Apprentice

asked in Contacts & Companies

Why so many bugs in FD for contact & User Management

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.

MilkaCQAApprentice

asked in Contacts & Companies

Hide custom fields in contacts

Hello!Please, I would like to hide certain custom fields in contacts, to certain agents. Maybe an app that allows me to perform this action, or how it can be done with roles, if they give me the configuration.I appreciate your help.

YasinmubasharApprentice

asked in Contacts & Companies

I cant verify my company!

Hi, I’m new to freshworks. I’m unable to verify my company. How to fix it? can anybody help?

ethan.tatumApprentice

asked in Contacts & Companies

Merging Contacts Who Use Custom Sender

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

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