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We have an email account, "email@example.com", where we receive the requests from our customers. From this account we forward (manually for the moment) the email from our customers to the freshdesk account to create the ticket. The "firstname.lastname@example.org" was stablished as an agent and occasional agent too. However the ticket is created with the "helpdesk" account as a "applicant" and it sends the notification of the ticket to the helpdesk email account, and not to our customer's email. I've read some posts with this same issue and I've followed the solutions, but still continues with this malfunction, if you could help me with this subject i would really appreciate it. Regards.
Hello there,I have the following scenario - I sent a ticket to a customer. The customer responses to the email. When I get all the tickets via the API, I want to know which ticket contains a new response from a customer. Something like a "isRead" property. I created a custom field, but I don't know how to update it via the API. There is nothing about that in the documentation.Thanks,Nikolay
I went into the "Admin" -> "Ticket Fields" page to add 2 new fields for tickets. I then added these fields in my REST API call to create the ticket. Based on another thread that I saw, I layed out the XML as follows<helpdesk_ticket>...<custom_field><custom_field_1>value</custom_field_1><custom_field_2>value</custom_field_2></custom_field><helpdesk_ticket>Unfortunately, this gives me a 500 HTTP response code. Any idea what's going on?
Hi,Sometimes I receive an email from a 3rd party in response to a query I have sent about a ticket I have open in freshdesk. Is it possible to somehow forward to an email address etc or import this email response into the ticket without having to copy and paste it into a note.Many thanksLee.
We've just started implementing Freshdesk in our organisation and now I'm trying to prevent customers reopening their tickets by replying to it.I've tried the solution provided here: https://support.freshdesk.com/support/discussions/topics/31771.I added an extra action for sending an e-mail to the customer. The e-mail is sent, but the tickets are still being reopened.What am I doing wrong? Or should I use a different solution.This is a screenshot of my observer rule (the language is Dutch, gesloten means closed)
I am looking into a new help desk solution for a school district I am interning at. The current software they use is a solution that requires major support on the school's end and is in-house server based solution (that can ONLY be accessed when logged into the district).Of course, with schools - the budget is extremely tight. So I have a few questions:If they like Freshdesk AS-IS, can they use the free version with three agents (or is it for non-profits / non-commercial only?)If they need more from Freshdesk (other plans), what kind of discounts do you offer to schools?They will only need three - five agents...For example, for five agents in the Blossom Plan - without any discounts it would be $768 annually with five agentsThank you very much! - Elliot (email@example.com)
Hi,I've installed Freshdesk as a Marketplace App in my organisation's Google Apps. I'm now trying to limit Freshdesk (and its associated Gmail Widget) to just the users that are designated "freshdesk pilot users".I have no idea where to start, any suggestions?
Hi,We have a need to integrate the support platform into our customer platform, and we want to show the active tickets for the customer. We can currently filter the tickets based on an email address, however most of our customers have multiple users, so isn't possible.We would like to be able to filter on the Customer Name, which would get around this.Also the Ticket Summary (which we use to get count of tickets), doesn't take into account the email address filter, so would like that fixed too.Thanks,
It is bad enough that all of my helpdesk correspondence is being sign with : from paul "via freshdesk" and not with "from paul via cinemaplugins.com"Now I have noticed that all my forum entries and solutions are being labeled as being from Freshdesk via google.My solutions are not from freshdesk and my forum is not the freshdesk forum!I am paying good money for freshdesk and everywhere I look, I am advertising freshdesk and not my own portal !!!! It looks extremely tacky and as if I am on a free platform. some of my clients dont know if I am cinemaplugins or freshdesk. I got a client addressing me as freshdesk !! This has to stop.it is unbacceptable for a paid solution. I do not want to advertize for freshdesk, I dont need this branding confusion and I find it beyond cheeky that freshdesk is doing this to the SEO for what is essentialy my forum,my solution and my work. I am not freshdesk and I dont want to be branded as such.the damage is already done.I see no way to prevent this via
We provide sales support to travel agents selling our holidays, and my team is enjoying the freshdesk trial, however:Is it possible to set up Freshdesk to track sales leads?This means:- Tracking conversion (from ticket type Lead to type Sale)- Sales cycle (time between first contact and sale)- The number and amount of agent interaction to achieve a saleI am looking using tags to track the history of tickets, don't know how to report on the lifetime of a ticket e.g. started as a lead, ended up as a sale and when all this happened. Many thanks.
Sometimes when we receive an attachment in a ticket that is a Microsoft document of some kind (usually Word or Publisher), we can't open it and it says the file is corrupted.Yet, if the person emails it to our personal email, we receive it, and then can open it with no problems at all.We have researched this and we did find one instance, a link was in the document, and depending on the settings in Word, Microsoft does not like it when there is a link in a document that is being sent via the web. I turned off all the settings that the Microsoft documentation said to, but this has not resolved all the issues.Freshdesk support can not duplicate the problem, even when I provided them with an example to use.Is anyone out there having any issues like this and is there a solution?
There is a bug with the "reply" functionality that's really annoying. Here's how you reproduce: Hit the "Reply" button in a Ticket Paste the following text into the cc box:"User, Test" <firstname.lastname@example.org> Move the cursor out of the cc box --> You'll see the cc'd email address as two separate recipients I posted a similar bug 8 months ago (https://support.freshdesk.com/support/discussions/topics/17312/page/last#post-34648) but it still hasn't been fixed.
If I e-mail directly to the custom Freshdesk support address from my work account no ticket is created.Default Support e-mail: email@example.comFreshdesk support e-mail: firstname.lastname@example.orgMy e-mail is an alias for email@example.com. I'm wondering if that's causing an issue? It's a pain because often I want to forward e-mails I get in order to create tickets and I can't. I have to copy the content of the e-mail and create the ticket from the Freshdesk site.Like I said, I can create tickets from any other e-mail account, just not my account which is an alias for the Support address
We are having a strange problem, on one of our IPhone, when trying to access our Helpdesk, we get the login screen OK and when the agent logs in, Safari loops for ever trying to load the page. In Fiddler (using a proxy) the last call we get is the following: #ResultProtocolHostURLBodyCachingContent-TypeProcessCommentsCustom21200HTTPmediaclip.freshdesk.com/mobile/app.json811application/octet-stream GET http://mediaclip.freshdesk.com/mobile/app.json HTTP/1.1Host: mediaclip.freshdesk.comReferer: http://mediaclip.freshdesk.com/mobile/Connection: keep-aliveAccept-Encoding: gzip, deflateAccept: */*Accept-Language: en-usCookie: _helpkit_session=BAh7CDoPc2Vzc2lvbl9pZEkiJTZjM2QxNmE0OWJmMzA4MDk5NTgwZWM2N2UwMWE0MTcxBjoGRVRJIhV1c2VyX2NyZWRlbnRpYWxzBjsGRkkiAYAzNjdmNzQzZjQyZGRlZDUzOGQxZWU4ODQzY2RjMTk5Y2UwOTA2YmIyNmI5MGYxOTAzNWEzNzdmNTFjODVkOWNlY2Y3YWQ3ODAwNWI1NGQzZDk2OWNhZGQzZmQ0NjY3ODhhZGNiMWQwNmEyYTIxNmVjOTFhZTA4MDNkM2IyZDZjYwY7BlRJIhh1c2VyX2NyZWRlbnRpYWxzX2lkBjsGRmkDoBpx--69e9b37f8ef593a9654dd9c3
Hey gang -Wondering if anyone has any ideas on how to do the following:I often get requests that should have been sent to our support address (ITsupport@...) rather than my personal email (will@...). I usually then forward these on to ITsupport@... and a ticket is created, but then the following things happen:1 - I have to enter Freshdesk and change the requester2 - The user doesn't get notified about the ticket nor get a link to the ticket.Is there any way to make this process simpler? Such as, if I forward an email to ITsupport@, Freshdesk will know to create a ticket for the original person sending the email and send them the 'your ticket has been recieved' emails rather than to me?Cheers for the help!-W
I want to use the feedback widget, but I don't want the standaard button. I want my own button for styling and placement, but when pressed the feedback widget should show. I've tried to used the embedded widget in a dialog, but I always get a text area for the question with a height = 0Thx-Aad
We are wanting to use Freshdesk so support different groups of agents. Meaning, we have dept A that needs to do more IT like support, and then we have another dept (B) that does non-IT support. Can this be done easily? Multiple products seemed a possibility, but I wanted to be sure.
Hi Freshdeskers!We have exposed a database of our client information in a freshplug and created a nice iframe that displays customers data off their provided email address. We would like to create a separate freshplug that updates a freshdesk custom ticket field every time a ticket is closed with the customers current product version (in our database).Could anybody point me in the right direction to achieve this. I had no trouble conceptualising displaying data via a freshdesk attribute but I need help updating a freshdesk ticket attribute from an external source.
Ultimately I need to use a custom view to get ticket info via the API but before I do that I need to be able to create a custom view that includes my custom fields in the filter.I have set up various custom fields and none of them appear in the filter - do I need to do something else before they appear?Regards,Graeme
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
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