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Customer sends from a generic Mail which will be forwarded to the exact Email ID by the Agent when he starts working on the ticket. Now, requirement is to send reminder to that forwarded Email ID prior to closure of the ticket. Now, with the current automation, able to send reminder only to requestor but in this case the Email ID is the forwarded one. Possible?
Greetings,Suddenly all communication to my domain stopped.The e-mails are being received but no notification is sent back when the requester is from my domain. Also any communication/replies to the ticket are not being sent.If I go to settings >> mail communications >> edit a notification, click preview then click send a test mail. I don't receive that e-mail either.It was working and suddenly stopped.Can you help?
Hi,I’m on the Pro plan.We have a portal setup with the default language set to Dutch.We only have 1 language for the portal.The dutch portal comes with standard labels, I would like to modify them.Is there an easy way to do this without adding additional languages?Thx,Bernaert Dominique
I have used the freshdesk app with a demo account, but now we want to use it foe a full account. This is not possible ble as the “log out” button does nothing at all! I reinstalled the app already but after re installing the old account is automatically logged in.
Hello,My name is Joaquín Guevara, and i manage technical support in Alephoo (Sigma-it Solutions).I'm sending this email with the purpose of asking if we could have the old control panel with recent activities in the home screen of Freshdesk's new version, since the sided panel of the Mint version is not useful for us.If this is not possible, we are requesting using the old version instead of the new one.Thank you.
If we edit any contact number with '+' sign on Freshdesk, we can not search this number with API.Suppose, I updated a contact number as '+916291361159' and save.Then I can not search this contact with this APIs below - https://8x8ps.freshdesk.com/api/v2/contacts?phone=+916291361159 or https://8x8ps.freshdesk.com/api/v2/contacts?phone=916291361159
Hello,you team has let us know that there is no way to add in analytics a statistic board with comparsion. For example per month performance compared to last years. In November 2021 we had this many tickets and in November 2020 this many. This all as a bulk diagram or as chart. Right now analytics does not show it in a good way, Would this be possible?
Hello!I am coming up empty on this one. We have an automation set up to send a response when a new ticket is created.We also have an automation set up to send a response when a customer responds to an existing ticket. If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses. how to stop the auto response on a split ticket?
Overview...We create many how-to type videos to help our customers use our products. Our videos are larger than the maximum 20GB that can be uploaded into FreshDesk solutions pages. To overcome this, we host our videos elsewhere and and provide a link to the videos in the solutions pages. What we Need...We need visibility of who is viewing the videos. Ideally via their Fresh Desk Logins. Currently the only information FreshDesk provide is “viewer count” We need to identify the viewer and how often they view the the videos. I would love to hear any ideas or suggestions. Thanks
Hai,I'm an admin for FreshDesk at my organization. Our email is supported by GSuite.At this moment, all agents including me keep on getting notification to verify our email (at the top of the portal) even though he have clicked the link given in the verification email.As admin, I cannot turn on the notification email menu Requesting your assistance on this.Thanks
Hi everyone,I currently use the email notification when a ticket is attributed to an agent.Most of my tickets are currently created by a our staff because my customer mostly calls.I' like to add a field in the ticket with the name of the agent who created it.here is the field i'd like to add : "author"Is it possible ?
We've never been able to use the Preview Draft function while creating solution articles. Clicking on Preview Draft leads to an error page that reads:The page you were looking for doesn't exist.You may have mistyped the address or the page may have moved.The only way to see the content is to publish the article.
As said in the title. When editing a rule and pressing save for the second time, the Trigger Webhook gets removed (or not saved). This is particularly annoying when editing a rule because you need to remake the entire rule else it wont be saved.
I have a big problem !!!I started receiving tickets through a robot / script and I enabled the recaptcha, but it seems that the script cache was allocated in amazon and in browsers that have already accessed the page the recaptcha does not load.In all browsers are enabled, but in what has the cache of the script does not appear, so I keep getting tickets from the robot, in 3 days we received more than 5000I have already created another page, I disabled the server cache, among other things in the site, but nothing works because it seems to me that it is cache in the URL of the script.HELP ME
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