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The capability of adding notes to the tickets and making them visible to customers/internal is there in Freshdesk. I would like to know how I can make these notes searchable to all agents. Sometimes custom solutions are applicable, but not always encountered by the same agent. So if one agent creates a note for a custom fix, another agent should be able to search with a keyword and locate the note for the fix.
Hi, Am new to freshdesk and am having an issue when logging in.We have 3 agents setup. 2 are admins one is a supervisor.When I log into google as the supervisor user and choose freshdesk from the more -> Freshdesk link at the top of the page, Freshdesk then logs me in as one of the admin users.At the top right it has the option to swtich to the supervisor user and the other admin user. Why can't it log me in a the correct user?Thanks
I recently tried to import Solutions and was informed by support that my problem was that tags were required. A useful error message isn't provided I believe you get an error 500.Short term suggestions for the API docs:1. Make it clear that tags are required. Since you don't require them in the interface, one would assume they wouldn't be required in the API.2. Explain what artType is. 1 = Permanent 2 = Workaround, etc.3. Explain the values for status: 1 = Draft 2 = Published4. Add a curl example to the general page.5. Include the raw headers that are expected... this can be generated by doing curl -v that would really help people in seeing what they're doing wrong as they could look at what their programming language was doing and compare to the raw headers to determine the problem.Long Term API changes:The API is a little confusing... not sure why it was designed that way...1. Weird that a required field would be passed in as a get param. Seems like this should be part of the bod
If you are responding to or creating a new ticket, you cannot copy and paste any content from a website or email without the "Description" field duplicating itself. For example if I copy a link from my outlook email and paste it in the description field on freshdesk, a new description field appears below the original one. I assume it is doing this because it doesn't like the hidden characters being copied over, since I can copy and paste fine from notepad which strips hidden html entities. I've attached a screenshot. Using Firefox 19.0.2.
Hello,I'm trying to use Freshdesk and access the URL, but instead of the usual Freshdesk login page,it redirects to our company's administrator login page today.Please let me know if there is any kind of maintenance going on with yours, and help me access the right Freshdesk login page.Thank you.
The new site design is a step forward in some regards, however there is a serious issue with large support sites. The home page displays too much information now - it includes all categories, all groups and the first 5 articles from each group. Before it just presented the categories and groups. As a result there is too much information presented. You can see the result here: http://support.chiwater.com (at least as of March 20, 2013). It is simply overwhelming to the user. Can I please strongly request the ability to specify which groups list their articles and which do not? That would give a great deal of flexibility and allow us to just list groups where appropriate.A similar ability would help a second, related problem with group pages that list the articles contained in the group. Sometimes it is more appropriate to just list the article titles, rather than also including the first few lines of the article. We have a group of articles in which each article is simply a table of dat
Hello,If I submit a ticket using Safari, the form will not submit even though all the fields are correct. I've tried this from multiple machines and have encounter this issue. If I use Chrome or Firefox, I can submit the ticket. It is as if the browser window in Safari is frozen. Has anyone encountered or resolved this issue?Thanks in advance.Ken
Hi,I have a ticket which is created by an external system emailing Freshdesk. The subject appears but the body is always blank (Its not an error on the email).Whats really odd though is when you hover over the ticket in the List view, and it gives a preview of the ticket, it shows it! So it does know what it says, it just hasnt shown it when you click on the ticket.Any idea as to what would be casuing this?
My company's default portal design has been automatially changed and looks horrible - how can I get back to our previous design?
I woke up today with all of my customer forums showing an absolutely horrible new default design that was a mixture of our previously set custom design plus some new icons, fonts and colors that Freshdesk automatically applied to our site. The new default design now also includes a prominent advertisement for Freshdesk and I cannot find any way to remove it.Freshdesk - IMHO this is a major mess. You should not have changed our customer-facing website without at least warning us in advance and ensuring that we could revert or immediately match the design we have been using since we signed up for our service.How can I fix the following problems:1. The original forum icons were clean and neutral in design so they could easily be used with multiple custom page designs. The new icons are too large and the colors are too bright and loud (orange, bright green, bright blue etc.) with the result that they clash with any subdued corporate style. Can you please allow
Hi, I'm evaluating freshdesk. Our company has loads of email address. We regularly get support request emails sent to non support email addresses. Is there a way of selecting these emails and creating a ticket without copy and paste into new ticket? Thanks.
When you use the feedback widget on a website viewed in IE10 (Windows 8 standard browser) it is horizontally rotated instead of vertically which is incorrect. Would you be able to fix this?Also, using the widget on the right hand side does not display correctly in IE10 either.ThanksA
When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs. I want to remove any SLA requirements for that ticket.Is there a way to create a ticket with no SLA? Or to have the SLA removed for a particular Type (ie Feature Request) ?
Hi :)We're currently assessing Freshdesk for our company. From what we see in the forum It looks like it can take quite a long time for items get responses (although Annapoorna V seem to be trying to keep on top of things, apologizing for delays and so on). Also, delivery of items confirmed as almost done seems delayed for very long periods (CSS Editable portal being an obvious example).Is this typical of Freshdesk's quality of support to its customers? Should I judge the responses we would get for help tickets on the response speed in these forums?While the product looks good, it seems like the support isn't as responsive as it could be. Should I be concerned?Thanks for your feedback.
Hi all, so it might be best for me to outline what our company is after and hopefully other users or Freshdesk staff can guide me on what method to use that best suits our needs.We have one portal now "abccompany.freshdesk.com". We currently have 1 product that we've been supporting but will soon have 7, and each month even more. We are NOT using Freshdesk for Forums or Solutions (we keep all that on our site). We ARE using Freshdesk to manage our support tickets and three Agents. Right now, when someone submits a ticket, we simply send it to all three agents and whoever gets to it first is the person responsible for that ticket.So, I've been trying to figure out how best to separate the tickets submitted by users so that they are submitted on a "per product" basis. At first I thought the "Multiple Product" option was our solution, because I need a different ticket submission form for each product as we will be collecting some different information for each product. Then I can assign
The ticket# shows up after the ticket subject. if the subject is long and you hover over it, only the subject shows up in the tooltip making it hard to know which tickets to merge --- please add ticket# to tool tipSometimes our customers open new tickets and the previous ticket#s get added to the beginning of the new ticket subject. it becomes visually confusing in the merge --- consider reversing display and show the ticket# 1st and the subject 2nd (See attachment)
it is frustrating that attachment cannot be uploaded proper. i had googled the general solution is to go internet option=> security => custom=> to enable the "include local directory when upload to server", by default it had been enabled.i am using chrome as browser, any idea please
Hello Brains of Freshdesk,Is there a way for the feedback widget know the webpage the user is submitting the ticket from? I have implemented the widget on my website, but it seems like there's no way to know from which of my website pages the user has submitted the ticket.Ideally, I would like the webpage url to be one of the "pre-populated" ticket fields. Is this possible? If not, can you provide any other suggestions? Thank you in advance!Daniel
I'm confused about the URL requirement in setting up multiple products. If I do not own or have the domain rights to productA.com am limited in the title name of the product? I wish to have the title different from what the domain name has to be then its seems very restrictive. Or am I confused about what the Portal URL has to or can be?The message " Before using this field please ensure that you have created a CNAME DNS record in your DNS Zone file to point help.producta.com to mywebsite.freshdesk.com. Your Webmaster or Server administrator should be able to help you set this up correctly" indicated that the domain name has to be producta.com, but the product name may not necessarily have a domain name associated with.For example if I was to make a product called Big Mac, but do no own bigmac.com then what option do I have to set up a specific portal page?Please adivse
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