Read, learn, and solve about our Support Desk product.
- 3,564 Topics
- 9,325 Replies
If we use the multiple products functionality to separate our customers is it possible to select a Top Level Solutions category and then add additional content that is unique only to this customer? For example I want all customers (and potentially agents associated with the customer) I select to have access to training docs A, B, C, D through self service but for this customer I want them to also have E, F, & G.
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?
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
Just a quick note about using custom fields with the API.1. All fields must be between a single set of <custom_field></customfield> tagsExample<custom_field> <custom_field_one>$value1</custom_field_one> <custom_field_two>$value2</custom_field_two></custom_field> If you use <custom_field> tags for each field, you will get an error.2. Custom field names are not what you think. The best way to discover them is by looking at the source of the ticket submission form. You can also use this to devine the possible values of dropdowns.3. Many more fields are available. If you look at the return, it will give you an idea of what can be set - quite a lot of these are not in the docs...HTH someone and you won't have to spend hours guessing how it works.Chris.
Hi there, so I'm currently trialing FD and so far so good. Am I missing something here or is the reporting not so advanced? I assume my trial is a fully featured Garden subscription right? Am I missing something?Having the ability to really customise report and then generate PDF versions would be awesome!M
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?
I have tried both .png and .jpg picture file attachments within Solutions, Forum Posts, etc and they do not populate except with a square box and a ?. This happens whether I add the pic file with the WYSIWUG or as a file attachment. Is there a proper way to insert pics so that the picture file appears in the posts?
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
As I understand it, I would need to imbed a valid agent's username and password in any API request. This is somewhat impractical - I am the owner and don't want my username and password made available to my programming staff; they don't want their passwords available to each other or to me, for that matter. As a small company, I will have only 3 agents altogether, so adding a non-functional API agent would be relatively expensive.Suggestion (if you agree that this type of agent could/should be free) - create an Agent restriction called "API agent" that doesn't have any authority other than to use the API -- one that doesn't chalk up a fee as a regular agent.
Not sure if anyone can help me with this. Its not really a feature I would expect freshdesk to accommodate but maybe there is a way round my problem using a web macro, filter or tool of some sort. Some emails we receive are from advertising portals we pay money to advertise on. E.g. we sell houses so we recieve emails from buyahouse.com The emails we receive from buyahouse.com say they are from buyahouse.com and so a new ticket is in the name of buyahouse.com, although in the body of the email we recieve th actual reqester's name, details and details of their request Is there any sort of tool which would receive an email, extract the email address and name of the requester from the body of the email and then resend this to freshdesk so the name and requester is correct?
Sorry, probably a really obvious question but can someone confirm what I set the "host" as when editing the SPF record in my DNS settings for my domain? I set the value as:v=spf1 include:email.freshdesk.com~all It wants me to add a subdomain as the host. e.g:"what do i put here".mydomain.com I presume it's the same subdomain i have set for the portal? (in my case "help") Or should it be the same as the CNAME for email (in my case "mail")?
Join the Community