Using the new Mint interface for a while and quite like it, however recently it has started to do something odd in the reply box for ticket. The cursor seems to randomly jump to the start of the reply, before the Hi {name}, mid sentence.
Originally I thought I may have had a dodgy keyboard but it is also happening to a colleague of mine as well.
Any one else experiencing this?
+9
This should ideally not happen,
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Cheers!
+2
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Try flushing out the browser cache/cookies and see if the issue still persists. If yes, please drop us a note here and we'll try to understand the trigger movement behind the issue in your helpdesk.
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Cheers!
Having the same issue here on multiple PCs. Looking forward to having this fixed.
+9
That’s unfortunate,Â
Can you let us know if it happens only in the reply editor of the tickets and if it is sporadic? At the moment, we do not see any reported issues with random cursor movements in Freshdesk. It would be great if you can try the above suggestions shared by Naresh and let us know if it helps.
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Thank you!
Yes, I put in a ticket for it and it's a known issue that they're looking into. It's driving us crazy as here we're not touch types and every time we look up, most of the conversation is at the start of the ticket, we then move it down and after a few words it shoots right back up again.
Same.
@elanaalex, We are sorry to hear that you are having a tough time in replying to tickets.Â
Ideally, this shouldn’t be the case. Can you confirm if you're able to replicate the same in an incognito or any other private browser? Just to make sure that the cache isn't the issue, can we quickly clear the cache cookies from the browser and try to see if the same issue is being reproduced?Â
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If the issue still persists, even after performing the above troubleshooting, kindly help us with a video grab and send us an email to support@freshdesk.com so that one of us would step in and resolve the issue from our end.Â
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Thanks for your understanding.Â
Yes, I put in a ticket for it and it's a known issue that they're looking into. It's driving us crazy as here we're not touch types and every time we look up, most of the conversation is at the start of the ticket, we then move it down and after a few words it shoots right back up again.
+2
Unfortunately the issue persists even when Keyboard Shortcuts are turned off.
Didn't even know that was an option, will check it out @Hono C. The Keyboard Shortcuts are useless anyway since you can't do everything with just those eh
+2
Still being driven insane by this issue every single day, (along with the backspace issue)
Just experimenting but I turned off Keyboard Shortcuts (from selecting account picture at top right of page) and so far it is not giving me the issue...
Will continue to monitor and report back in a few days if I can.
+5
Yes, I have this issue in many editor boxes. I had it while trying to create a ticket template earlier today.
I recommend everyone creates individual support tickets on this issue and touches base weekly. I'm just starting to do this myself for this issue and another.
You can do this from the chat/bot in the bottom right-hand corner.
I still experience this problem every day with Freshdesk, and it's not just in replies, but when I write new tickets too. It makes me angry enough that you don't fix the problem, that you ignorantly keep this topic on 'solved' status is infuriating.
+2
Also experiencing this.
Extremely frustrating issue!
Please fix ASAP!!
Also still experiencing this issue. Mostly notice it while modifying replies when using templates.
+1
+5
@Aravind S It is awkward that you have not yet reopened this persistent issue. I had it today.
BTW - If you are looking to reproduce this, do the following:
Result: The cursor jumps back to the beginning of text.
Note that #2 is the key. If you click again or do not move with the arrow keys it will mot occur.
This awkward functionality is not acceptable once identified. The fact that it has gone unresolved for over 16 months is embarrassing. In that amount of time, any self-respecting software company could have grown an effective programmer in a high school science lab.
Again - issue still exists today.Â
Please change the status of this ticket to open. I experience the problem every day in Freshdesk. I start writing a ticket and the cursor jumps back to the beginning, so that my text appears jumbled. Been going on for months. I'm using Mint in Google Chrome.
Our agents are reporting this same cursor issue while adding notes. See attached image on what a note looks like when it happens. The user was typing 'Missing dealer tax.'. We are using Chrome with the new mint interface.Â
+5
I have this issue as well when trying to update the description of a ticket. It is very annoying. This bug has been here over a year with no solution? Not impressive. I would think that Freshdesk would care more about their customers than to ignore an issue for that long.
@Aravind, I think it does it in relation to the in-browser spell check as well. I thought it was due to Grammarly, but upon switching it off in the hopes of reducing frustration, no luck.
I noticed the way Canned Responses are used has changed, but the issue with / creating multiple duplicates of your message (and removing most of the spaces to make one giant paragraph) still occurs regardless: https://youtu.be/yJSIWotqlVk
It has been a while since it did it to the point it crashes my entire browser though, so that's a bonus =)
+12
We'll be addressing both these issues soon and aim to make the editor experience better, in general.
Cheers!
This is still driving me nuts and still happening in almost every single ticket :(
Still happening here as well, not necessarily for canned responses, but definitely happens when we use ticket templates.
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