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We recently started using Freshdesk and it's been working very well for us so far but the mobile interface has been problematic on iOS. The first is very minor, but I was wondering if there is information we are missing for the ticket. Next to the agent name the word "null" appears.The second one actually makes the mobile interface unusable. Regardless of the interaction on the ticket detail screen, an error message pops up when trying to do *anything* with a ticket. This includes changing the status, assigning the ticket, or closing the ticket.Screenshots attached.Thanks!
Hi guys,I've had a little search around and am surprised to find that no one else is reporting issues with the lack of working browser history when viewing tickets inside the help desk.Myself and other my other co-workers are having this problem and find it mildly inconvenient but hugely irritating!Is anyone else experiencing this issue?Thanks in advance,Luke
Hi Support Team,When I group 'Time Sheet Report' by Date, the dates are scattered. I mean it starts with 17th October and the 1st October is somewhere in the middle. How is this even possible? I understand that I can change that when I export it to csv but I also need a proper view when I am on Freshdesk. We are using a few tools to report times and I need to be able to match everything.Thank you,Jen
Is there a way to set up a Supervisor Rule that will trigger based on how the ticket was created? For example, if the ticket was created by a customer sending an email to our support email address, I would like the Supervisor to set several fields in a certain way. If the ticket was created by a customer using the web ticket creation form, fields would be set differently. And if the ticket was created by one of my Agents, I would like certain fields to be set based on what Group the agent belongs to. Is there a way for me to do this?
The Overdue tags are not applicable to our customer support requirements.How do we remove the Overdue tags, or edit the times.We want "Overdue" to appear only on tickets where one of our agents has not responded in more than 3 days. Currently it appears to tag all inactive tickets as Overdue after 3 days.
Is there any way to disable paging in the API?I want to pull the data into Excel using Power Query but it will only pull the first 30 tickets. I know I can you specify the page parameter but the tool doesn't support the ability to continue calling the API while increasing the page number till non results are found.
I am trying to get rid of the scroll bar that appears next to our feedback widget if I use a drop down option.Image 1: If I end on a drop down menu, I get a tiny scroll bar to the right. Image 2 + 3: The form initially looks fine if I end on a single text input line, but a huge scroll bar suddenly appears when the drop down is selected.I was just wondering if anyone knows what is causing this weird behaviour? The form looks fine if I don't use any drop down menus, but they would be very helpful for supporting our users so we would like to incorporate them.Thanks for your time,Heather.
I had a few quesions regarding integrating Freshdesk with our own application.We develop, among other things ERP-packages for law firms and dental practices. We also provide phone support for these packages and are planning to upgrade our ticketing from our homegrown solution to a third-party application.Now. We would love to be able to have a client press a button in our application and have him sent directly to a view of their tickets and so, in effect, log them in ourselves from our application. Is that at all possible?regards, robin
I had a user submit some screenshots of our support portal rendering badly every now and then. Here it's blank http://d.pr/i/3dLS, here it's right aligned rather than centred http://d.pr/i/fPaZ. I was able to reproduce this when it was reported by refreshing a whole bunch but didn't have time to debug the cause and now I'm not seeing it but users are still reporting it.Any one else seeing this? Suggestions?-Rob
Our 3rd-party monitoring solution sends in emails to our support address which creates tickets as expected, but it also sends a "RE: alert" email when the issue is resolved which results in another new ticket. The reply alert doesn't know about the existing ticket number and therefore doesn't contain the ticket ID in the subject or body. The email does, however, contain information as to when the alert was generated, and also the word "RESOLVED". Would it be possible to configure Freshdesk to update an existing ticket when one of these alerts is received, and close it off? Failing that, could Freshdesk be configured to not generate a new ticket on the "resolved" email?
After adjusting the default email templates I've found white space to be very inconsistent between the text editor on Freshdesk and the emails I receive.In Freshdesk's email editor:Viewed in browser (Chrome) on my Gmail client.Anyone else?
Hello,I don't understand why the previous topic was CLOSED by FD.In reply to Vijay, I was complaining mostly that when the agent is composing a solution and applies "code" formatting, he doesn't see it. Only in the customer portal the code style can be observed. This makes it difficult to edit a solution, if the editor is not 100% WYSYWYG.Appreciate your comment on this.
Hi Support Team,Please let me know how to remove 'Tags' from the 'Filter Tickets' section (please see screen shots attached for details). I have removed 'Tags' from where they were created within a ticket, however, these are still kept on the 'Filter Tickets' board menu. In Admin -> Ticket Fields there is no 'Tags' field and I cannot edit anything there.Please let me know if there is any other option to edit/remove 'Tags'. Please tell me there is such a functionality.Thank you very much.Regards,Jen
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