Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Ideas

#WinwithMarketplace : Freshservice

22 days ago

Community
Customer Experience
Freshdesk

Freshdesk

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

3,982 Topics
10,513 Replies

When you subscribe we will email you when there is a new topic in this category

3982 Topics

Newest first

Recently active Most replies Most views

campbellwildContributor

posted in Freshdesk

julesApprentice

posted in Freshdesk

"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."

Error is showing up when trying to open our freshdesk site, http://pculture.freshdesk.com/helpdesk/tickets, but also once in, when trying to mark tickets as spam or when trying to batch edit them.

2 years ago

jsin242Apprentice

posted in Freshdesk

Freshplugs in Customer-View

Is there a way to add something like Freshplugs for the Customer View?Right now Freshplugs appear only in the Agent-View.For example, if I'd like to have a small 'Buy me a Beer' sort of Donate button - is that possible somehow currently?Thanks in advance.

9 years ago

sblackallerContributor

posted in Freshdesk

Understanding the use of First Call Resolution

Hi all,I am trying to get to grips with "first call resolution" and how it works. What exaclty is a call that has been resolved first time? Is it a call that has had only one reply or comment put on it? Or is it a call that has only been closed once?

5 years ago

jimmy.andrewsApprentice

posted in Freshdesk

Attachments with "(" or ")" characters end up with truncated filename if sent via email

Hi guys,We're finding that a file name such as Dv ZZZ 2010 Logs (01-12-2012_11_45_25) for XXXXX-XX.zipis truncated down toDv ZZZ 2010 Lo.zipIf the file is attached via email.After trying out various attachments, the pattern seems to be the "(" or ")" characters cause filenames to be reduced to 10 characters and then a 3 character extension.The file works fine when manually attached.Do note the email was sent straight to support@xxxx.freshdesk.com and wasn't forwarded by any 3rd party email service.Thanks for any assistance.James

5 years ago

lameirasApprentice

posted in Freshdesk

Remove automatic ticket reply salute

HelloIs there a way to remove the automatic salute (Hi insert_requester_name_here,) when clicking reply to a ticket? Most of times I have to delete it, which is a bit annoying in my opinion.Thank you!

10 years ago

joshkraemerApprentice

posted in Freshdesk

Login redirect for private solutions

I'm not sure if this is a bug or a feature request, but users are always sent to the helpdesk homepage whenever I send them links that are only accessible by a certain company. Here's an example:I send this to a user - http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title (privacy settings: visible to company ABC).User is sent to login page.User clicks on Google login button.User logs in with an ABC email address through Google.After logging in the user is directed to http://example.freshdesk.com instead of http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title.Is that how it's supposed to work?

5 years ago

jaymixterApprentice

posted in Freshdesk

Search Function needs to be fixed to support a lot of very logical searches

Above the search box in the support site, our customers are told to "Start typing a question and see answers in real time". This does not work very well. Examples...I type "How do I add" and I get no results (see Help Desk.pdf attached)I type "add a photo" and I get no results (see Help Desk _ 2.pdf)I type "add a" and I get no results (see Help Desk _ 3.pdf)I type "add photo" and I get lots of results, including a result at the top that contains the string "add a photo"; this is the same string that returned no results in the first example above (see Help Desk _ 2.pdf)This is clearly not working the way it should right now. In addition, if full questions are not supported, then definitely change the label at the top of the home page that says "Start typing a question and see answers in real time"

6 years ago

blazejApprentice

posted in Freshdesk

Solution mess up HTML

If you use the HTML Editor for solutions after submitting the line breaks/newlines are completely stripped which makes it impossible to reedit the code.I understand that you clean the html code but removing the newlines is such a bad idea.I bet this is related to the other HTML Editor changes you are working on.

5 years ago

ckmApprentice

posted in Freshdesk

Notes while adding a ticket via API?

Is it possible to add a note while creating a new ticket via the API? I tired adding a <notes></notes> block (see below) to my existing POST that creates a new ticket, but it doesn't seem to work.<notes> <helpdesk-note> <body_html> <body><html><a href="http://linkto.example.com">Link to example.com</a></html></body> </body_html> </helpdesk-note></notes>

5 years ago

johanApprentice

posted in Freshdesk

How are 'First Contact Resolution' and 'Average First Response Time' defined?

I like to know the EXACT definition of a 'First Contact Resolution' and 'Average First Response Time'.

6 years ago

selleckjContributor

posted in Freshdesk

Release notes not updated - whats changed November 2012

I've noticed a few changes on our freshdesk.one of the things is the header bar is now a progress bar and flashes different colours when waiting - this is different to last month.What else has changed - the 'Whats new' post has no details.

10 years ago

zachContributor

posted in Freshdesk

Solutions: "Tag" best practices?

What is the best way to use the "tag" field when creating solutions? Is it just used for searching or is there a (planned) way for customers to view articles within a certain keyword?

4 years ago

damir.pecnikApprentice

posted in Freshdesk

Reply to topic

Can anyone tell me if they can replay to topics in forums?

2 years ago

toriApprentice

posted in Freshdesk

Forum New Topic Notification?

Is there a way to set it so that new topics posted to our forums provide some sort of notification to an assigned group? It seems like this should be a feature, but I can't find it.

6 years ago

rrvbuyApprentice

posted in Freshdesk

How to backup Freshdesk data

A free, open source program http://www.httrack.com/page/2/en/index.html will allow you to create an offline version of your Freshdesk site. This can be handy for reference if data on the live site is deleted unintentionally, and can be very useful when an Internet connection is not available. For most sites it should take less than an hour to complete the copy. The data can then be copied to a CD or DVD for a portable version of FreshdeskThe program is very easy to use. Although it has many configurable parameters, all you really need supply is your url plus login and password.

5 years ago

blazejApprentice

posted in Freshdesk

"On Hold" does not display "Waiting on Third Party"

Shouldn't the stats on the dashboard include tickets with the status "Waiting on Third Party" for "On Hold"?I understand that these are custom fields but there should be a way to define what Ticket Summery they add up to, I guess.

10 years ago

withoudeContributor

posted in Freshdesk

Browser Shortcut for Cases

Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud

10 years ago

escallinContributor

posted in Freshdesk

Forward to kbase not working

When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work? Here is what does not work:1) In a ticket, click on "Forward"2) Enter kbase@mycompany.freshdesk.com in the "To" field3) Click on the "Forward" button below the message. Here is what does work:1) In a ticket, click on "Reply"2) Click on "Add Cc"3) Enter kbase@mycomany.freshdesk.com in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.

6 years ago

neville.franksApprentice

posted in Freshdesk

Email notifications missing Insert Placeholder button

The 'Insert Placeholders' button is missing from some Email notifications. For example 'User Activation Email'. 'Password Reset Email' etc.

5 years ago

antApprentice

posted in Freshdesk

Send a notification to an additional address when Ticket created

Hi,I want to create a task in my todo list when a ticket is created. I can generate new tasks by email so was wondering if I can use Dispatch'r to send an email to an address when a ticket is created. Seems they can only be sent to Agents and i'd rather not create a new Agent for my task App.Any idea?Thanks, Ant

5 years ago

jimmy.andrewsApprentice

posted in Freshdesk

Is the API documentation complete

I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.

4 years ago

jamie.oconnellApprentice

posted in Freshdesk

Can't embed a PDF in a KB entry

Hi,when I try to embed a PDF in a KB entry using:<object data="filename.pdf" type="application/pdf" width="100%" height="100%"></object>it keeps getting changed to:<object data="filename.pdf" type="application/x-shockwave-flash" width="100%" height="100%"></object>Obviously, this does not work.Why is this happening, and how can I embed a PDF (hosted elsewhere) in a KB entry?regardsjamie

5 years ago

Page 155 / 160

Badge winners

Jitendshhas earned the badge Lightening (Mc)Learner
scrapbuyerdubai77has earned the badge Lightening (Mc)Learner
Sharkeyhas earned the badge Salud, Ideator
SabineMahas earned the badge Lightening (Mc)Learner
Sudharshanhas earned the badge Helping Hand (5)

Show all badges

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Referral URL

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.