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How do I organize tickets by tag?
We're trying to generate statistics about the breakdown of issues that are coming in. We just need to be able to see a list of all the tags we're using, along with the number of issues for that tag. And we need to be able to arrange those numbers from greatest to least.I have looked and looked, and haven't been able to find a way to do this, other than to just enter in each tag one at a time, and then write down each total, which obviously isn't practical. Please advise.
Vibe App Fresh Plug
Brings complete information about the customers right inside the tickets, letting your agents get deeper insights about the customer whom they interact with. Vibes widget pulls up Name, gender, designation, company, work history, social media profile links, topics of interest etc right in the ticket view.Install Instructions: Download the zip file. Unzip and open the .txt file Signup for Vibe at https://vibeapp.co/business/freshdesk/ and replace the "api_key" in the plug code (in the .txt file) with the Vibe key that you receive on signup. Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the text box “Show this widget in ticket view page” Copy the code from the .txt file here and click the button "create and enable"
Bug when using "Inster link"
When typing my response to the customer I noticed that the feature to add link doesn't work as it used to do. Once you click it the screen turns white but the menu to enter the URL doesn't appear. Please fix!By the way, it would be great to have the option to convert every URL that you type into a link.
Preview mode publishes changes to live site
In customizing my page styles and layout, I find that many times clicking "Preview" actually pushes those changes live. Yikes! This defeats the purpose of Preview mode.I did not hit Save, or Save and Publish, just Preview yet about 1/2 the time my live site now has the changes I only made in Preview. I certainly don't want my live site to be where I test my new code.Has anyone else seen this? It certainly makes the entire development / testing area of Freshdesk useless. I should probably just dump all the code into a regular web dev program and work from there.
Best Practices for "resolved" tickets.
Let's say a customer raises a request and I'm able to "resolve" it by changing a value in the database. I don't know how the value became wrong but as far as the customer is concerned the ticket is "fixed".I create an issue in the bug tracker, link it with the ticket.But what status should I give the ticket?I don't want it to show up as open, that's distracting. I guess I could put it in a custom status like 'Bug'. And then update when the issue status comes back. Will custom ticket statuses ignored by the dashboard? Guess I'll try it and find out.Any ideas on a good way to deal with these scenarios would be much appreciated. Thanks
API v2 Issue when creating a ticket with attachment
Hi, I've got an issue when trying to create a ticket via API v2. I'm using PHP curl, and the details I'm passing are as follows:array (size=7) 'description' => string 'Test Test Test Test Test Test Test Test Test Test Test' (length=54) 'subject' => string 'Mail subject' (length=12) 'email' => string 'email@example.com' (length=20) 'priority' => string '1' (length=1) 'status' => string '2' (length=1) 'group_id' => int 6000197799 'attachments' => array (size=1) 0 => string '@/public/uploads/f3028783684500f6e99bbcb7edb549fa117c76ac.jpg' (length=61)Here's what I'm actually passing via the CURL_POSTFIELDS (I've stripped 0 from the array so it's attachments and not attachments:description=Test+Test+Test+Test+Test+Test+Test+Test+Test+Test+Test&subject=Mail+subject&email=me%40daniel-bell.co.uk&priority=1&status=2&group_id=6000197799&attachments%5B%5D=%40%2Fpublic%2Fuploads%2Ff3028783684500f6e99bbcb7edb549fa117c76ac
HTML problem after expiring the trial
Hi, after my trial expired, the ticked page went like this:https://www.dropbox.com/s/2f3vkv7br0ycbxu/%D0%A1%D0%BA%D1%80%D0%B8%D0%BD%D1%88%D0%BE%D1%82%202016-01-27%2015.52.20.png?dl=0Here you can see a bunch of js errors:https://www.dropbox.com/s/abekuag5mc1w4ex/%D0%A1%D0%BA%D1%80%D0%B8%D0%BD%D1%88%D0%BE%D1%82%202016-01-27%2015.54.53.png?dl=0After registering the free plan, everything started working again. So, I'm fine now, just wanted you to know.Thanks for a great tool!
Can't view new tickets or change status of existing ones
Hey guys,We're currently experiencing an issue in FreshDesk where we don't seem to be able to see any new tickets or change the status of any existing tickets.I saw on your Updates website that there are currently intermittent issues. Is this the cause of the problem that we're experiencing? If so, do you have an ETA on when it might be fixed?Many thanks,John
We're currently unable to log in or access any of our Freshdesk services. I'm unable to even ping the server. I'd like to know if this is a problem with the Freshdesk system, or if it's some sort of network outage somewhere between here and AWS.Are other people experiencing this problem?
Hello,We've stopped receiving Email notifications from FreshDesk a couple of days ago.Our settings haven't changed, but it seems like new ticket creations or replies are no longer generation the proper email notifications we had working in the past, and nothing has changed on our can.Is there a problem on your side of things?Thanks,GC
I noticed agents are not getting email notifications when users send a service/support request to the our support mailbox. It will sit unassigned until I assign it to a group. Then notifications will work only for those agents that are apart of that group. Is there a way I can setup an email notification if a ticket is unassigned to a group?
new phone tickets come in as email under source
We use ring central and any message that comes in to FD log comes in as an email ticket under "Source". We can go in and change the source to phone later on but the original data stays as an email. Meaning all of our weekend phone call messages that we get on Mondays from over the weekend are already speced as an email. We cannot go in and change the source to phone and have that reflect in the overall workload report.Any voice mail message ticket created is starting out as an email and updating the source to "Phone" affects nothing in the data. . .Is there a way to have all phone messages from now on come in as a "phone" under source automatically?thanks so muchJohnMohu Customer Support Team
API for Searching Customer
I am having trouble in querying the contact using phone number. If the phone number contain only numeric e.g. 1234567890, it works fine. However if it contains "-", "+", "(" or ")", the api fails. This means I can not query international numbers or the standard format in which US numbers are written. e.g. "(123) 456-7890" or "+44 1234567890". This creates ambiguity. I passed these characters by encoding only. I even tried to put quotes around whole phone number. https://domain.freshdesk.com/contacts.json?query=phone%20is%20%1234567890 : Pass https://domain.freshdesk.com/contacts.json?query=phone%20is%20(123)456-7890 : Failhttps://domain.freshdesk.com/contacts.json?query=phone%20is%20%2B441234567890 : FailDoes anybody has any idea how to query phone number having such (valid) characters?
Freshdesk Live Chat Auto Status Change
I am having a weird problem, I think it's a bug than a feature request. Let's Talk - When agents are OnlineLeave us a message - When agents are OfflineThese two are ideal status update we are planning to use in Freshdesk Live Chat when agents are Online and Offline. Example 1: Agents were online and due to an quick training session, they mark their status as Offline in Chat. At this time a customer tries to contact Live Chat (which still shows "Let's Talk!") and enters his information. As soon as he click on "Start Chat" the message option turns as "We are not around, please leave us a message". This gets converted into a ticket.Example 2: After the quick training session agents get back to their work and turn the chat status as Online. But still Chat displays "We are not around, please leave us a message". Customer or the visitor who are already in the webpage needs to refresh the webpage to change the status. Example 1, is livable, but Example 2, I think it's a bug. When Example 1 ca
Harvest Platform Timer
This FreshPlug will add the Harvest timer in the upper right of the ticket detail box in the sidebar of the ticket view. Using the data-item attribute in the Harvest Platform will allow a timesheet entry to reference back to your ticket. Install Instructions: Download the zip file. Unzip and open the Harvest.txt file Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the check box “Show this widget in ticket view page” Copy the code from the Harvest.txt file here and click the button "Create and Enable"
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