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Freshdesk

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

  • 4,106 Topics
  • 10,798 Replies

4106 Topics

M
Apprentice
mgosyApprentice
posted in Freshdesk

CSV Import still running

Ok so I imported a list of Companies but it did not get the entire list.  So now when I try to import another list it tells me a CSV import is currently running.  How do I stop the current CSV import?  I can not import anything anywhere now.

2
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
c.blauApprentice
posted in Freshdesk

Reply HTML signature in Chrome

Hi ThereI am having an issue when replying to a ticket. The HTML signature is not being displayed correctly. I actually see the HTML tags, please see here http://www.awesomescreenshot.com/image/808590/ced0c5dc77359124539d698cebfdac8aI am running Chrome for Linux Version 47.0.2526.73 (64-bit)Please advise. Kind regards,Christoph

1
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
rmaApprentice
posted in Freshdesk

widget and email commands

Hi,I recently start to use your system. Great job! I ownder if there is some way to indicate (populate) to the widget the requester email, and email commands. the page where I use this widget use login which is not an standard.thank you

3
aravind.sundararajan
Skilled Expert
6 years ago
D
Apprentice
darren.keithApprentice
posted in Freshdesk

First contact resolution problems

Hi all, Hope you can help. We use FCR % and SLA as a key measure within our CS department but there seems to be some issues with the reporting.My understanding would be that if an agent responds to a ticket and sets as resolved, if no reply is received then that would be classed as closed on first response.It appears that if someone else responds to a someone elses ticket their score is also impacts their FCR %Can you also clarify the SLA requirements, is this on first response or in fact all replies on that ticket?Thanks 

1
aravind.sundararajan
Skilled Expert
6 years ago
P
Apprentice
post_11549Apprentice
posted in Freshdesk

Freshdesk portal problem in Chrome (and other) - https?

Hi,I'm having issues with my portal. I've setup "hjelp.serverhus.no" with the correct CNAME listing in DNS. But when using Chrome i get an error about the https protocol (this happens even if i try using just http:// - i don't know why it rewrites).My customers also are having issues with it. If i use Internet Explorer it seems OK.Chrome gives: NET::ERR_CERT_COMMON_NAME_INVALIDAnd I've had clients showing me various other error messages. The link used to all clients is also http://hjelp.serverhus.no/ (not https).I've included two Firefox messages.

3
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
d.nieuwendijkContributor
posted in Freshdesk

Magento app shows wrong total amount ("Row Total")

The Magento app in Freshdesk which connects to Magento and shows order information from the ticket view, shows two amounts for each product included in the order. It shows Price and Row Total. Price is the amount ex. VAT.  Row Total is supposed to be including VAT. However, this is always the same price as "Price", in other words ex. VAT. This appears to be a bug. Please look into this.

1
aravind.sundararajan
Skilled Expert
6 years ago
G
Skilled Expert
gzimmermanSkilled Expert
posted in Freshdesk

Randomly Thrown to Login Screen

I and other people in my environment are randomly directed to re-log in to Freshdesk when we are working.  It does not happen at a particular time or in a particular screen, but if we click something to load or save or change, we may find ourselves at the login page and be required to log in.  Once we do, whatever we were doing is lost. Freshdesk says that this has not been reported by anyone else.  Does that happen to you?

1
G
Skilled Expert
6 years ago
S
Apprentice
shiro.minatoApprentice
posted in Freshdesk

SHA-1 Freshdesk main website

why? it is old. for example support.freshdesk.com is encrypted with SHA-2 if i were a potential customer of freshdesk... i think i would doubt to use freshdesk just because my browser says that is it unprotecteddevs?

1
aravind.sundararajan
Skilled Expert
6 years ago
O
Apprentice
oorjanutritionApprentice
posted in Freshdesk

Emails not getting converted into tickets?

Hi there, I am using the Sprout plan to try out your services.  I configured my email address.  But emails sent to my company's support email address are not getting converted into support tickets inspite of adding that support email address in the Admin module.  Could you please tell me what is going on?  Or is it that the time taken for tickets to get creaated is more than one or two hours?

1
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
jodieApprentice
posted in Freshdesk

How do I turn the notifications on in the mobile app for iphone?

 Not getting any alerts for new tickets :(

1
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
amitApprentice
posted in Freshdesk

Email notification to any of the users

How to stop sending any kind of email notification to any of the users while moving the old data/tickets via API?

1
B
Contributor
6 years ago
K
Contributor
kim_13449Contributor
posted in Freshdesk

Freshplug to display customer orders in WooCommerce store

Hi!Has anyone seen or done already integration to Wordpress WooCommerce where the customer orders are displayed with Freshplug for agent when handling the ticket?This could be quite similar with Pipedrive integration "look a like" where customers data (orders in this case) are retrieved as a table with Freshplug.I tried to google this without any succeed. Existing WooCommerce Freshdesk integration does not seems to be able to do this kind feature - it's acting like more vice versa as it is now and providers like Zapier only add's private or public notes to the ticket when some trigger's happens. WBR Kim Hiekkanen

37
C
Community Debut
6 years ago
F
Apprentice
fabio.douekApprentice
posted in Freshdesk

Cannot login to Freshdesk using Google auth

From today, I'm not able to login to our Freshdesk account using google auth. https://support.rubiconred.com

1
H
Contributor
6 years ago
D
Contributor
dennisContributor
posted in Freshdesk

Insert link in message?

 Since last week we have a strange problem inserting a link in a message. When I click the link icon and choose "Insert link", the whole screen fades out to allmost white and there is no popup anymore to insert a link... But sometimes it works without a problem. (on the same computer, same day... just a few hours later) Now we can't insert links anymore... and we use this function a lot.

12
sajesh.krishnadas
Contributor
6 years ago
D
Apprentice
deepshrisomaniApprentice
posted in Freshdesk

Send an Auto Email to customer on reply

Customer is not intimated in any way that agent has replied to their ticket. If he/she does not open app or freshdesk page.Is there any way to send a mail to customer when agent reply on ticket?

1
aravind.sundararajan
Skilled Expert
6 years ago
P
Apprentice
pieter_14816Apprentice
posted in Freshdesk

Slack Slash command to Freshdesk ticket

Hi, I am busy setting up the Freshdesk / Slack ticket creation, but notice from documentation that it will take the last 200 messages from a conversation as text when creating the ticket. Is this true ? 

0
P
Apprentice
6 years ago
B
Contributor
bharrisContributor
posted in Freshdesk

Mobile App removing tickets from web view

I haven't done thorough testing of this, but it's been brought to my attention that a ticket hadn't been responded to although it wasn't in our new tickets list. I specifically recall looking at this ticket in the Android app but I didn't make any updates to it and I recall this happening with another ticket recently.

1
S
Contributor
6 years ago
T
Apprentice
t.verversApprentice
posted in Freshdesk

Recover deleted users

Hi Guys, I used the following method to delete a user: https://freshdesk.com/api#delete_user Is there a way to recover this user? I can't seem to re-active this user and can't create a new one cause "The email adres is already in user". Cheers, Tim

1
R
Contributor
6 years ago
B
Apprentice
brentApprentice
posted in Freshdesk

Refund and Cancel

i would like to cancel our account and request a refund of the money we have sitting for phone min usage, your system was not able to meet our needs 

1
M
Community Debut
6 years ago
P
Contributor
phillip.strunkContributor
posted in Freshdesk

New Customer Satisfaction Survey

Back in April, an article was posted showing the new Customer Satisfaction Survey and stating it would be rolled out in a few weeks. I am on an Estate plan and have yet to see any changes. Any idea on when this will be completed?

5
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
michael.schulmanApprentice
posted in Freshdesk

Ability to specify optional fields/additional field attributes in the API endpoint

We've been manually exporting data from the front-end and analysing ticket and agent performance based on various time-based data as well as SLA and status data. As the dataset has grown, this process has become impractical.I've been exploring the API V2 and find that it's quite restrictive in terms of the ticket fields on offer. More specifically, it excludes the following fields from the GET request for all tickets: - Resolved time- Closed time- Resolution status (within SLA or not)- First response status (within SLA or not)For us, and most likely many of your clients, these field are essential to our reporting efforts.I understand that including all fields currently available in the front-end export, in the API response may carry a large performance over-head on your side.However, It would be very useful to be able to specify additional/optional ticket fields to include in the GET request (perhaps you could limit it too a certain number of optional fields).Looking forward to your re

5
M
Community Debut
6 years ago
V
Contributor
vinnie.burtonshawContributor
posted in Freshdesk

Customer Approval

We work with a number of customers who need approval from their line manager before we are allowed to work on the tickets.Is there a way to allow specific non-agent users to mark a ticket as approved?

7
V
Contributor
6 years ago
E
Apprentice
emilie.bcApprentice
posted in Freshdesk

Customers not receiving responses to their tickets

We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?

12
S
Contributor
6 years ago
M
Apprentice
megansue208Apprentice
posted in Freshdesk

Android google device

Android device will sync all contacts.

1
R
Contributor
6 years ago
P
Contributor
phil_14691Contributor
posted in Freshdesk

How do I prevent forum posts raising tickets ?

I've recently enabled user forums on my site, and I notice that whenever someone posts, it raises a ticket. This is really annoying. Is there any way to disable this ?

1
sajesh.krishnadas
Contributor
6 years ago

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