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1782 Topics

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Contributor
iapruzzeseContributor
posted in Freshservice

After Hours Support

We are looking for a way to manage tickets that come in after hours or weekends.I wanted to see what others are doing to notify on call staff of tickets.One of my requirements is that it does not alert everyone, just the on call team, and that the alert is only generated off hours. I.E - I don't want to get an alert every time a ticket is created M-F between 8am -6pm.

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M
Contributor
7 years ago
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Apprentice
support_13369Apprentice
posted in Freshservice

Integration with Wordpress

Hello All;    I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer

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Community Debut
6 years ago
M
Contributor
mkozakContributor
posted in Freshservice

FreshPlugs available for Service Requests

I see this in the announcements but I'm not seeing any updates to FreshPlugs.  Something I'm missing?

2
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Community Debut
7 years ago
A
Contributor
adam.lefeuvreContributor
posted in Freshservice

Using alternative fonts

Through the branding options, there are a selection of fonts but I would like to make use of our own corporate font.Is there a nice way to achieve this?

5
A
Contributor
7 years ago
A
Contributor
abey.elsheemyContributor
posted in Freshservice

Announcements Notifications

Do we have any option to notify all requesters that there is a new announcements ?As they don't get notified unless they logon the system and check the announcements manually

8
C
Contributor
6 years ago
W
Apprentice
william.grossApprentice
posted in Freshservice

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

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Apprentice
7 years ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

Freshservice User Group on LinkedIn

Hi all,We have created a new Freshservice User Group on LinkedIn. The goal is to meet, greet and exchange ideas with peers. Please join the group at https://www.linkedin.com/grp/home?gid=8352821.Thanks,Narain

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A
Contributor
7 years ago
M
Contributor
mkozakContributor
posted in Freshservice

Getting a response out of FreshService Support

What's the scoop guys? #294926 Chat with Mike Kozak on Thu, 11th Jun 2015Been sitting for a month, with tickets about the same issue older than that.  Asking for updates, just sits there open.  

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Community Debut
7 years ago
A
Apprentice
aarmstrongApprentice
posted in Freshservice

Specific use case for updating hidden ticket fields based on form input

I have the following use case and i am wondering if it is possible today:Customer generates a ticket, they set a custom field to: Problem Type: 1 - Severe.Internally, i have another field that set's which tier/group should handle this ticket on creation. I want to be able to say things like: if ProblemType IS 1-Critical, set Tier to Tier2else set Tier to Tier1So a simple if/else structure. The second part of my question is - can i do if/elseif/else structures? Like the following:If field1 = X set fields1, fields2else if field1 = Y set fields1, fields3else if field1 = Z set fields2, fields3else set fields1, fields2, fields3Are either of these two use cases possible WITHOUT creating multiple rules?

1
M
Contributor
7 years ago
I
Contributor
iapruzzeseContributor
posted in Freshservice

Due date reverts to today

When working with a ticket we change the due date, save it. Change the ticket status to Pending and click Update the due date and time reverts back to the current date and time.

3
R
Contributor
7 years ago
D
Apprentice
deeptimay.routrayApprentice
posted in Freshservice

Navigating to exact FAQs

HiiI am using freshdesk sdk in my app.My question is can I access certain FAQs article from certain button from my app.Basically I am trying to put little question mark buttons all over my application and when clicked user will redirect to exact FAQ article related to the topic where the button was

0
D
Apprentice
7 years ago
A
Contributor
abey.elsheemyContributor
posted in Freshservice

Linking Child Ticket Activity

How I can get the timing of Child Tickets being linked to Parent TicketS ?

2
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Community Debut
5 years ago
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Contributor
bambornContributor
posted in Freshservice

Hide FreshWidget in SharePoint dialog windows

If anyone else has tried adding the feedback widget to SharePoint, you are running into the same issue I did - it pops up in all dialog windows. Here's what you need to add to your CSS file:.ms-dialog .freshwidget-theme {display:none;}

0
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Contributor
7 years ago
H
Apprentice
hopethisgoesverywellApprentice
posted in Freshservice

Helpdesk consideration

Hi,I am considering my options regarding starting a service desk and I would like to ask how you differentiate from your competition.Another question I would like to get answered is related to your support. Do you offer 24/7 support, or 24h support on business days?Thank you in advance.Best regards,Harry

1
V
Contributor
7 years ago
A
Apprentice
aolrydApprentice
posted in Freshservice

New ticket created when client reply's to ticket

Hey guys,We have been using Freshservice for a while now and everything is great. Just a small (actually HUGE) detail... We have this client, and everytime she replies to any ticket, a NEW ticket is opened. This has caused us to have to merge tickets everytime she replies (and she is one of those stubborn clients). This is becoming taxing and we urgently need a way to solve this. Is this a configuration issue on our side?This is the only detail stopping us from a full go live.Thanks,Alejandro Olryd

11
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Community Debut
4 years ago
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Contributor
tiele.declercqContributor
posted in Freshservice

Forwarding acceptance email creates a new ticket

A user has send an email to our helpdesk.This email is converted into ticket [INC-20557].The user recieves an email telling him about this ticket.The user forwards this email to the email address of one of our agents.The agent sends a reply to this user with our helpdesk in CC. The subject at that time is 'RE: [INC-20557] FW: laptop/phone/kaartjes'.This reply has created a new ticket with the agent being the requester. The agent received an email with the subject '[INC-20617] RE: [INC-20557] FW: laptop/phone/kaartjes'. Sounds like a bug to me...

3
R
Contributor
7 years ago
L
Apprentice
longApprentice
posted in Freshservice

Multilanguage in live chat

Hi, i would love to ask if live chat supports multi-language and how to use it?

1
S
Contributor
7 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshservice

New forum topic vs new support ticket

 Hi,What is the difference between added a new topic in a forum and submitting a new support ticket?When should one use which?Also, is there is difference in the functionality of tickets and forum topics? For example a ticket has an assigned agent, a ticket can be pending, etc... I assume all this does not apply to a forum topic or am I missing something?Thanks,Sarah

0
S
Contributor
7 years ago
B
Apprentice
bruno.moutelApprentice
posted in Freshservice

forum

Bonjour,Comment peut-on désactiver l'affichage du forum.Merci

1
B
Apprentice
7 years ago
B
Contributor
bradley.pallisterContributor
posted in Freshservice

How to customise what fields are shown in /helpdesk/tickets

We need to know how to show the "Type" field in the main tickets dashboard.  At the moment it just shows Agent, Status, and Priority.For us, Type would be more relevant.Value your thoughts...MT

1
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Contributor
7 years ago
M
Apprentice
matt_13053Apprentice
posted in Freshservice

Stop Account Auto Creation

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

17
rajagopal.baladhandayutham
1 year ago
A
Contributor
abey.elsheemyContributor
posted in Freshservice

First Line Support vs Escalations

HelloWe have a first line of support and other teams as the below - Helpdesk : 1st line of support- System Admin , Voice & Network teams are higher tiers We here as Helpdesk must be the team who closing the issue/request with the requesters.But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.Is there anyway to submit another ticket depending on this ticket to another tiers ?

0
A
Contributor
7 years ago
R
Apprentice
raffi.bederianApprentice
posted in Freshservice

New Hire IT Request Subject Line

I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example? 

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Community Debut
7 years ago
A
Apprentice
asmith_13026Apprentice
posted in Freshservice

Contacts Export File Question

Where are the exported files stored? I run the export and there is no pop up or file location reference.

1
S
Contributor
7 years ago
E
Apprentice
evisserApprentice
posted in Freshservice

Report for CHANGES

Hi,I have the Estate Plan.How come I do have a report on the CHANGES.My reports are only about tickets.Pls advise,eric

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Community Debut
7 years ago

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