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- 3,985 Topics
- 10,517 Replies
Why is the answer removed
One thread is tagged as solved: https://support.freshdesk.com/support/discussions/topics/307569/page/2?url_locale= The answer is removed: https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- But we still have the problem. Is the solution to use Team Huddle https://support.freshdesk.com/support/solutions/articles/227580-understanding-team-huddle
Supervisor Rule does not trigger when dropdown field not "set"
I have a supervisor rule that is intended to trigger on 3 conditions1) The ticket has a status of "Test Status"2) It is >1 hour since the agent responded3) The "follow up email" field does not have a value of "Yes"The "follow up field" is a Yes/No dropdown, and defaults with neither value selectedI have tested the rule, incrementally adding the 3 conditions, and the rule fires fine until I add in the third rule.Does the supervisor rule not handle null or indeterminate values in fields?I am unable to set a default valueof "No" on this field, so have set up another rule with the aim of setting the field to "No" where it has a value of "None", hoping that by explicitly defining a "None" value that it will handle it ok.Would this be better achieved with a tickbox, and does a tickbox default to a value of unchecked/selected?
space issue in new mint version
Whenever I copy an email address from a ticket by triple click, there's an initial space that keeps getting copied, this slows my work unfortunately because need to manually delete this initial space for a work tool to properly function. Much appreciated if this could be removed.
Observer rule to create tags from custom ticket fields
Is there a way to create an observer rule, that when a condition is met, such as an Open status to Pending, uses whatever information is created in a custom ticket field, to create a tag. So if I have created 3 custom ticket fields, it would, once I meet the condition, create 3 different tags using those 3 fields' information. Bot sure if there would also be a way later to use the data from those fields to automatically create a subject line. Such as taking custom fields 1, 2, and 3..and making a rule where the subject line, when the condition is met, is replaced by information from the 3 fields, such as "field 1 data " + "field 2 data " + "field 3 data ". TIA for any help or tips, completely new to this and so much information in these forums, and not completely able to decipher it all.
Modify ticket creation page in Salesforce?
Is there anyway to edit the ticket creation page in Salesforce?1. I'd like to set a default for the agent field.2. Ideally I'd like to hide the agent field entirely. I don't want our sales reps to be able to assign them manually.For reference, I've attached a screenshot of the page I'm referring to.
Can't edit profile, modal dialog stuck and bug in browser console
The app is stuck with this modal dialog, and I have this error in the browser console:Cannot able to remove site announcement TypeError: Cannot read property 'remove' of null at iframeOnLoad (freshdesk-efef4c8a2af6d9ea488d9052135eb4d4.js:90) at HTMLIFrameElement.r (vendor-e5423bf6f1531b6cbf033f4cac45079a.js:73) at HTMLIFrameElement.c (new-relic-b58bca4ac106f52ca0859f45fcd9e8c3.js:1)Can you help?
Trending topics in Freshdesk support- Edition 2, July 16
Hello,Hope you had a wonderful weekend. Let's kickstart this week with the second edition of "Trends in Freshdesk support". This forum focusses on highlighting the top questions that we've received in the past week and aim to spill some nuggets on Freshdesk features.If you're a first time visitor, you can read the previous edition here.“Our current url is mycompany.freshdesk.com. I would like to change it to myoffice.freshdesk.com. How can I go about this?” You can change the Freshdesk account url, provided the new url is free to use and hasn’t been taken up already by any of our users. You can write an email to firstname.lastname@example.org requesting for an url change but here are few things to be aware of:There would be no changes to account settings/tickets. However, with the change of the account url, all previously generated ticket/solution links would become obsolete.The forwarding address for the support emails would vary and need to be updated in the mailboxes for tickets t
API filters support for "in" list functionality
Please can we have some support for the "in" list logic as part of the API filtering. I realize it is possible to use a series of OR statements, but given the restriction of 512 characters in the query string and needing to repeat the field name for each option puts an overhead of 8 characters plus the field name on each alternative.Alternatively, is it possible to increase the maximum query length, to say 4096, characters?
Selecting "New Ticket" from within a contact is not autofilling the contact field with that contact
Following the update just over a month ago At best this means we have to search for a user, open their contact details, select new ticket and then search for them again in the Contact field to proceed, which is quite a lot of time wasted.At worst when we have selected New Ticket from a newly created contact it does the same and does not autofill the Contact field with the contact we were in; however, as the contact has just been created there is a delay of several minutes before that new contact shows up in searches so we cannot log a ticket for a new contact.It's a serious issue for us.I did mention it in a previous thread and to your credit you asked me for feedback but I'm afraid I was too busy (worst time of year for us) to deal with this issue at the time.Previous thread was...https://support.freshdesk.com/support/discussions/topics/324598I was asked if there were any patterns to this issue, if the contact had any special characters etc. Some of the problem contacts did have a spe
Tickets with custom integration properties~~!
I want to know if I can get access to values from Freshdesk app integrations using the Freshdesk API. For example, if a ticket has a Jira ticket attached to it using the Jira Freshdesk App, can I write a script to get that data or at least just know if there is a linked Jira or not. ~~
Activation email for product setup not sent out
I added an extra email address to a product and I don't get the activation email. I have repeated the steps to do this on three different products and only one sent out the activation email. Despite activation not working the email addresses are creating tickets. Is there a log I can look at to see why the activation emails are not going out?
Admin account suspended
Hi!We've been trying to access the platform with our account administrator, however when we attempt to reset the password the system says that the account is suspended and that we need to contact our account administrator.We are the only account administrator, so there is nobody to contact. How can we log in again?
We are having problems incomplete tickets. I think it happens when a customer starts an e-mail and Outlook auto-fills the FreshDesk response e-mail. Freshdesk then creates a ticket which does not have any of the required fields. Without the required fields, I can't answer correctly, nor can I update the ticket status. Can Freshdesk bounce-back an e-mail with instructions to login to the site and create a new ticket, when the e-mail it isn't a response to an existing ticket. This is happening fairly frequently.
Able to copy the value from other ticket property to a new field
Hello,Im looking for a solution to copy a part of the value from a ticket property to another ticket property to overcome the huge data correction activities. I know this can be done through API's but we would like to do it through available automation like dispatcher / observer.For example, i populate a group field, then i want to pick the last updated time of the ticket and populate it as a tag to arrive at some metrics, any ideas on this?RegardsSatya
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