Ticketing & Agent Productivity

Logging incidents on the self service portal via templates In previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.

Hi, I am Creating tickets with API and after creating the ticket, I am seeing the ‘Created by’ as the name of the User whose API key that I used to authenticate the API request. i want to remove or hide the Created By. Is there any option to do the same?

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-t

Hey @FW Community, anyone using Threads to collaborate with teams outside of Freshdesk? We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk. Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook. With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem): Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us. Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same

Hi there, Please fix these two main problems: The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files? I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print.

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc? I find I have to keep clicking on a case to check if they need to be replied to. Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response. At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case. I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

It often happens that I can see no new tickets in my Freshdesk. After 10 mins there will be more than 10 tickets, and some of them sent more than an hour ago. Is there a setting that the inbox refresh much quicker?

Hi what’s this news about archived tickets? Any 'closed' ticket that has been inactive for 120 days will be archived. That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view. What do you think?

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature? Thank you!

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place. The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed here No company name is displayed here. No way of comparing each ticket Also no company name here. And below this is a huge amount of white space that could be utilised better. There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

I created a saved search for All Tickets w/in 24hrs, where i started w/ the All tickets w/in 12 hrs that was already part of the system. In time, for no reason that i can find, the search I created goes “Poof” and just drops off my saved searches list. Other searches I’ve created and saved remain, no issues. Just this one, the All Tickets w/in 24Hrs.

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated. Thanks.

The new source column has changed my user’s views and they do not like it or find it useful. Can this column be made optional?

Hello Community :) A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my process I want the same features as before this update. Thank you for reading

I had posted about this in the ideas section and as there has been no action, thought I’d post here too. The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP. Currently says: “Describe your issue by filling up the support ticket form” Better wording would be: “Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively.