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Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud
I am struggling with the best way to utilize the Group functionality in FreshDesk. My initial thought is to put Tier 1, Tier 2, and Tier 3 agents into groups so I can easily route incoming tickets through Dispatch'r to the appropriate service teams. Is this how groups are most commonly used?
We are just starting to use FreshDesk. We will have about 8 full-time agents supporting 3 core products. We expect about 200-300 tickets a day. Initially, we will be using the mail-in tickets (from our "support" email at gmail). Eventually, we will be building our solutions library and making a help-site available for online ticket entry.I'm a little concerned about the shear volume of solutions that we could potentially have. Does anyone have any advice about selecting keyword choices? I'm also not sure if something should be a canned response vs. a solution. Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them.Any other "lesson's learned" from other sites that have gone through their Freshdesk startup.
Hi Freshdesk guys,I'm currently on the 30-day free trial and I setup my domain to work with freshdesk (http://support.riverflow.in). I also created a Google Analytics property and added the tracking code to my support portal.I waited a couple of days, and analytics says the code is not implemented and it's not getting visitor's data.Any help is greatly appreciated.
Hello,1. Can I change this text and if so where?Dear Jimmy,Your Ticket #27 – Test1 – has been closed.We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.Sincerely,ecnordic Support Team2. Can I turn off so my customers do not get this incredibly annoying emails every time we set it as closed?
Before the latest update, once we sent a reply to a ticket, we could then mark it as Pending, and thus waiting on the customer's response. Then, when the customer replied, it would change the ticket back to Open. This would then appear on our Open Tickets views and we could address the ticket.But since the update, customer replies do not change the ticket's status back to Open. Is there a way to resolve this? Is this something we must do manually? Why was this automation removed?
When trying to export from the ticket list or from the time report the CSV contains only the header line but no data. Anyone else getting this issue?Also Garden has "Advanced Reporting" With only 2 very limited extra reports I'm not seeing any real reason to justify the term "advanced" or the extra 50% jump in price.
I'm testing the helpdesk software, but I'm having problem with accents...See this exemple for ticket body:Nome: Rodrigo E-mail: email@example.com Usuario no Filmow: rodrigosarmentobrant O que tem de errado?: InformaÃ§Ãµes erradas Filme: E a vida continua –  ObservaÃ§Ãµes: A data de estrÃ©ia Ã© 14 de setembro de 2012.
I don't understand the rationale for the workflow model that makes it impossible to change the assigned agent and send a note at the same time. But if you are going to logically separate these two, as you now do, then making changes in one side of the ticket screen should not destroy pending changes in the other side.
We just started using freshdesk and it is a refreshing experience :-)But what does the blue dot next to the ticket subject mean, which is displayed in the ticket overview?And why are some tickets subjects displayed in bold and others are not?Regards
I know what the difference between a public and a private reply is. Probably the customer doesn't know it, as all of his replies are 'public' in Freshdesk parlance.However, once a note has been made by a customer, the tool tip for the note says Public Note.I would recommend to change this to Note only, as it might be confusing the customer and make him think his reply is visible to anyone on the Internet.What do you think?
As far from now, I can point two things that must be improved in the alerts sent by email to those who are monitoring a specific thread on the forums: - The user should not be receiving alert of the own posts (just posts of other users)- A link in the email would help to get back to discussion as soon as possible :)
Hello, a few months ago, I saw Harvest integration within Freshdesk. This was a main reason I chose this service. In the Admin of my account, I no longer see Harvest or Freshbooks integrations. Am I looking in the wrong area, or did these integrations get removed? If so, how would I get them back as I rely on my team making entries into Harvest directly from the tickets they are working on.Thank you in advance for any help or guidance you would be able to provide.Best regards,-Jay
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