Hello! I’m sure the title is a little crazy so here’s what I’m trying to do -Basically, we have a request item that comes through and we need a private note added to the ticket with the appropriate purchasing/expense groups and location based on the information from the ticket so that the agent doesn’t need to pull up the spreadsheet.I would normally build this out using a simple workflow, however with the different layers, and over 500 employee titles, it would be extremely labor intensive. Any help or a step in the right direction would be most appreciated!Thanks!
Business Rules - Automatically setting a drop down option depending on group
HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani
Need some assistance with workflow user reply
just wondering if someone could give some feedback on setting up a workflow as i seem to struggle with it sometimes.concept would be → agent send reply to user → agent puts or can we automate that the ticket changes to status waiting user reply (if possible even adds agent as watcher) → when user reply’s it changes status back to assigned.I know this is standard, but im having some issues on how to set it up, i keep trying, but its not working.Do i need to use custom objects for this?Any help will be appreciated
Onboarding email to Reporting Manager
I’ve just started looking at the Onboarding Module (what took me so long!).I can see that I can send reminders every x hours to the Reporting Manager to complete their step but is there a way I can send an escalation email if this Reporting Manager step is not completed within a certain time frame? Andrew
35 Best On Demand Service Apps
In this present time, On Demand Service Apps are highly in demand as through this online platform. Customers can directly install and use the services by just some clicks. And business owner can directly connect with the user and provide them on-demand service when customers need.
Add Response time to ticket list
Hi,A customer asks me if it is possible to get the response time in the ticket list.I've looked at the available filters, searched through the support articles and through the available Apps but it looks like this list is not customizable.Or did I miss something?Anyone with an idea about where I can search next?If not, next stop will be support ;-)Thanks in advance!Gr.Chris
Is there a multi-select dropdown for ticket forms?
I’m building out our internal knowledge base and forms to contact the Tech Support team. I need to add a multi-select option for our employees to reference the issues they are having.For example, an employee may have an issue with logging into two different platforms. It would be more efficient and a better user experience for them to raise one ticket with selects both of these options.Is this possible?
Simplify time tracking less clicks - 30 minute increments.
For agents that don't need precise time tracking but need something simpler than a pop-up with manual time entry it would be great to have 15, 30 or 60 minute plus "+" or minus "-" buttons that simply adjust time per click. Something like this:[ Time tracking ]- 15 minutes +- 30 minutes +- 60 minutes +Using a keyboard you could Tab to it and click left and right arrows.The current system requires expanding the time track section ( 1 click ), clicking add time ( 1 click ) interacting with a pop up, manual entry of time ( 5 taps of keyboard ) then clicking 'save' ( 1 click ). Wouldn't it be better to have it directly under categories and all you need to press is + and - ?
Support for release versions
We currently use a limited set of features from JIRA but are finding that the cost is starting to outweigh the benefit.Freshdesk looks like a better balance but there is one thing I can't see: the ability to set up release versions for a software product.For example if a customer raises an issue it's raised against a particular version of a product, and we also designate it to a particular fix version. This way we can easily see what issues affect a particular version and what issues are outstanding for the next release.Is there a workflow for this in Freshdesk? Bear in mind these versions vary from product to product.
Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris
Email notification address
Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: email@example.com for customer 1 and 2 when they recieve a activation link. And firstname.lastname@example.org for customer 3 and 4. kind regards, a
Ticket creation via email
Hi, could someone point me in the direction of some documentation please on how Freshservice works with incoming emails to create/update an Incident ticket?I want to understand what rules it applies to the incoming email to determine whether a new ticket needs to be created or the email needs to be associated to an existing ticket.Also what rule logic can be employed to avoid SPAM or duplicate tickets.Many thanks.Steve.
Setting up Automated Assignment
Howdy, I'm the Customer Service sergeant on the ground for a medium-sized software company and I had some questions about freshdesk functionality; I'm going to describe what I'd like to set up and then if you guys know if it's possible or not you could save me from leading myself down a primrose path towards a solution that doesn't exist.I'm setting up a user feedback system that sends a web-filled comment to our freshdesk account via an aliased-email with a predefined Subject Line.What I'd like to know is if it's possible to perform certain actions withing fresdesk automatically when a ticket comes in from a certain email and/or with a certain Subject Line ie. Assign it to a "feedback" account, put certain tags on it and set it's priority and status. That way we can just aggregate all the feedback instead of having a helpdesk tech have to do "inprocessing" for each by hand.Thanks in advanced, (and let me know if this is in the wrong subforum)-WG
How to add and delete contact from company
Hi, I need to do the following two tasks through your API,1) How can I add or associate email say (email@example.com) to a company?2) How can I delete or deassociate email say (firstname.lastname@example.org) from a company?Note that contact is create before and adding or removing from a company is to be done later and is independent of adding or deleting a contact.Thanks.Sujit
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