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Freshdesk

Read, learn, and solve about our Support Desk product.

  • 3,968 Topics
  • 10,452 Replies

3968 Topics

S
Apprentice
SimoneReggiApprentice
asked in Freshdesk

Answer not visible

Hello,setting an automation, with automatic answer, the answer does not appear in the ticket queue.Is it possible to view it?Thanksregards

1
A
Community Debut
1 year ago
S
Contributor
SciBruceContributor
asked in Freshdesk

Managing To-Do's across contacts

I haven’t been able to find much information about the To-do’s you can add on Contacts.  (A certain amount about of info about those on Tickets is available.) Without going to each individual contact, how can I find out what incomplete To-do’s remain associated with Contacts?  Both “my own” and as an admin across all agents.Is there a sense in which they can be assigned to agents, or are they immutably associated with the agent who created them?

0
S
Contributor
9 months ago
A
Apprentice
arrianeApprentice
asked in Freshdesk

BCC from my original email are not automatically added (carried over) on my replies

So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?

0
A
Apprentice
1 year ago
AkshayKhot
AkshayKhot
asked in Freshdesk

For which plans in freshdesk enable stylesheet customization? I want to disable LOGIN and SIGN UP button on the portal

I want to disable LOGIN and SIGN UP button. PFB : 

1
Jebas
Contributor
12 days ago
elbaltezar
Apprentice
elbaltezarApprentice
asked in Freshdesk

How to create a dropdown with id's

Hello everyone! I need to add a dropdown to my record view (for example to Contact view).But I would like that this dropdown would have items id’s; the generic dropdown field doesn’t have the option to add id to their items. Some one knows if its possible?‘Cause I’m developing a custom API, and I think that would be easier work with the options id of the dropdowns. Regards.

0
elbaltezar
Apprentice
3 months ago
M
Apprentice
MussardApprentice
asked in Freshdesk

Reporting Verification

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

1
hemanth.ramya
1 year ago
P
Apprentice
pablo_18790Apprentice
posted in Freshdesk

Zapier Integration - Blossom Plan

Hi!As an Account Admin, I'm having issues retrieving hooks from Freshdesk with Zapier. Regardless of the trigger (New Ticket, Updated Ticket...), Zapier won't be getting any information about the tickets.Does anybody have a clue about why's this happening?Thanks,Pablo

0
P
Apprentice
3 years ago
C
Apprentice
Cristina RoldanApprentice
asked in Freshdesk

Number of metrics per widget on Analytics

Hello everyone, we need to extend then umber of metrics per widget on Analytics up to 10 (right now the limit is 4).Do you know if this feature is on the roadmap to update?Thanks and kind regards

1
Aishvarya
6 months ago
Sophiebell
Apprentice
SophiebellApprentice
asked in Freshdesk

Dashboard down

Hi,I was trying to create a team dashboard and the regular dashboard just disappeared. I can’t see anything anymore. Could you help me with that ?  Thank you,

1
V
4 months ago
M
Contributor
mitchContributor
posted in Freshdesk

migrating tickets to freshdesk need to set references and in-reply-to fields

Title says it all.We are migrating our tickets to freshdesk, and I am hoping there is some way to set the "references" and "in-reply-to" fields so that if customers reply to a migrated ticket it will be threaded correctly.or any other ideas as to how to solve this.To be specific lets say customer has a conversation going, and that conversation is now imported to freshdesk by our migration tool.How can we get it so that future replies from that customer will be added to the conversation.   This is normally done by using the In-Reply-To and References meta tags, which I assume are stored someplace in the fresh desk database.

0
M
Contributor
3 years ago
TSarkar
Apprentice
TSarkarApprentice
asked in Freshdesk

timelog sync

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

1
Pooja Bernice
Community Debut
5 months ago
Ketellyn Negreiros
Apprentice
Ketellyn NegreirosApprentice
asked in Freshdesk

Erro ao extrair relatório de dados portal

.

1
Jebas
Contributor
27 days ago
Apoorv
Apprentice
ApoorvApprentice
posted in Freshdesk

track NPS score

I want to track customer NPS scores and Satisfaction scores using survey questions on our website.These questions will not be available to everyone but it will only be visible to people who are performing a certain set of actions on the website. How can this be done?

0
I
3 months ago
M
Apprentice
maorpeApprentice
asked in Freshdesk

Know more about

Hello, I´m a new user in freshdesk and I´m trying to understand if I can use the free option to manage my bussines. I need to link two emails accounts, whatsapp and instagram.  And another question is if its possible to modify the email account for replies. Now is showing freshdesk domain not my email. Also how freshdesk is running with resends not with setup of server smtp, when we reply through freshdesk is impossible to know or to get this replies for example on mail mac or other mail app. Thanks

2
M
Apprentice
1 month ago
C
Apprentice
carlos_16604Apprentice
posted in Freshdesk

What is the best way to prevent user replies to tickets from going into Gmail spam?

I have SPF configured and as far as I know my users aren't having my emails go into their spam much, but a lot of their replies go into my gmail spam. I've tried creating gmail filters to stop some emails from going into spam but that doesn't seem to be working. So what should my Freshdesk setup be to prevent this problem? Thanks. 

0
C
Apprentice
3 years ago
J
Apprentice
jaketApprentice
posted in Freshdesk

setValue not working for requester fields

Essentially I'm trying to write code for a custom app which will open a reply but switch the To email with the first CC email for a use case we've found.I notice in the docs that setValue can be used for To, CC, Requester email as well as other fields, BUT I cannot seem to use setValue for requester or To (Ideally I would like to update the ticket changing the requester's email address. client.interface.trigger("setValue", { id: "email", value: ["some@email.com"] }); doesn't seem to work.I know how to edit the requester email address manually, but I would like to do it with a custom app.

0
J
Apprentice
3 years ago
marc atkinson
Apprentice
marc atkinsonApprentice
asked in Freshdesk

setting up assets

I am looking to setup some assets  and I have found Two areas where I would like more functionalityLike in Change Management and Incident management forms when you design them you can add in some “help” comments so the user knows what the required field is expecting. This does not appear to be there in assets - is this something FS will develop. Second problem is the asset owner - this is a text field - ideally this show be a drop down linked to the AD system so you can only put in an validated user ?  again is this something Fresh Works would see adn add to roadmap as a useful enhancement.? RegardsMarc 

0
marc atkinson
Apprentice
1 month ago
L
Apprentice
luciaodoutanApprentice
posted in Freshdesk

Search fucntion doesn't work

Hi, the search functions in our freshdesk doesn't work. For example, when I want to tag a ticket the tags I created don't appear, even if I search for the exact tags. It does the same if i want to add a compagny to a contact.As you can see in the attached files, the tag "Bor..." does exist but the search function in the properties of the ticket doesn't find it. 

1
Keer
Community Debut
1 year ago
A
Apprentice
ans_19261Apprentice
posted in Freshdesk

Ticket not created when sent from Global Support Email

Dear Community,I have an issue that I cannot create new incident by forwarding email to mail@company.freshdesk.com from the Global Support Email. It works fine if I send email to the mail@company.freshdesk.com from any other email address, but the one we have set up as support email doesn't work.Is it that by design only the forwarded emails will be converted into tickets but not the ones send from that email directly to mail@company.freshdesk.com? Is it possible to somehow change that?

0
A
Apprentice
3 years ago
M
Apprentice
michal.subrt.infoApprentice
posted in Freshdesk

SSO login to freshdesk via Android App

Hello,i have problem with login to freshdesk via android app.host_url= could not be loaded becouse: net::ERR_CLEARTEXT_NOT_PERMITTEDAny ideas ?Many thanks 

0
M
Apprentice
3 years ago
P
Apprentice
pradeep.kApprentice
posted in Freshdesk

API - Cloud file attachment

Hi,  I am working on to create a freshdesk ticket within salesforce. The problem I am facing is in attaching the files using API. As per documentation attachments[] only accepts absolute file path (eg. /usr/path/test.txt). However, if i am creating ticket from salesforce, i need to give file URL like https://my.salesforce.com/filepath/test.txt. How can i pass file URL in json API. Thanks

0
P
Apprentice
3 years ago
A
Top Contributor
antony.painTop Contributor
posted in Freshdesk

Importing from backups?

Hello All,So we recently started using FreshDesk and I want to put a backup procedure in place in case we need to revert to an earlier date for whatever reason.I have seen that I can "Export Data" by going to "Admin > Account" but what can I actually do with the received XML files? Logically there should also be an import option somewhere to restore the configuration to the time the export was done but I can't find anyway to do this anywhere.Is there some piece of information I am missing?Any advice or information would be great!PS - If possible I also want to automate this job rather than doing it manual each week. If someone has information on how to achieve that too it'd be very helpfulThanks all!

0
A
Top Contributor
3 years ago
D
Apprentice
dheupApprentice
posted in Freshdesk

Sprout Categories

I have the Sprout plan and have set up different categories of solutions. Unfortunately, the only solution that shows up is "How To." Is this a limitation of the Sprout plan or am I missing something?Thanks,

2
D
Apprentice
3 years ago
S
Apprentice
sandieleeApprentice
posted in Freshdesk

Scammed

I, as well as 100's of other people are being scammed by Amazing Lola.  They use your service to do this.  I have reported this weeks ago and not even any kind of answer from FreshDesk.  Obviously they don't care

0
S
Apprentice
2 years ago
C
Apprentice
craig_17292Apprentice
posted in Freshdesk

Error trying to add Freshdesk to Salesforce

I am trying to add my Freshdesk details (URL & API Key) to Salesforce Lightening in order to integrate the two. However, I get the following error - any ideas what I need to do to get around this? I've searched the Salesforce KB but couldn't find anything and I can't see a way to ask a qu like this on their platform.TIA

1
Micalynw
Community Debut
11 months ago

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