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- 4,117 Topics
- 10,820 Replies
Dispatch'r - Setting Customer
I'm loving the software so far, but one issue for my organisation is thatDispatch'r appears to be unable to assign a ticket against a customer account based on set criteria.My example is that I have an automated task on a server that sends an email to freshdesk if a certain value in a database is too high. I have included the customer's name within the subject for easy identification, but the only actions I appear able to do is to set the priority to High and type as Incident.I've no doubt that it will just be being stupid, but if someome is able to point me in the right direction I would be extremely grateful.
The customer change his status verify through password recovery
If a customer send a email to helpdesk, the system open a ticket and record the customer en the DB. I did not verify the customer, I want only verify specific clients. All working fine up here. The problem is, if this unverified customer goes to the portal and uses the option "forgot your password?" ... the system sent the email and the customer can set a password and get access to the portal, the system change this customer to status verify. I don´t wanna this. It is a problem or is normal? How I can avoid it?Regards
HELP - can your back out of a Supervisor rule?
We mistakenly mass changed status of emails in the Supervisor feature. Is there any way to revert back to what it was before.In short:Set rule to change all cases that is assigned to Pending. Unfortunately we forgot to specify All OPEN cases - and now has changed all status to Pending.Can we revert back to last status within a certain timeframe?Can you call us - we are in the office now.
Our site is throwing HTTP 500 errors
This is occurring fairly often but a reload seems to correct (suggesting it's related to load-balancing - i.e. 1 or more servers is sick)I also see errors on the app so it's not my browser.Please address ASAP. I'm posting here in case others are seeing the same thing, but will open a support ticket.
chat being hacked - Injected spam links ?
in my visitors list I see a lot of spam links to pages that are clearly not on my website.how is this even possible?its as if freshdesk has been hacked and someone is injecting these links into my visitors list. I cant imagine why anyone would want to do this. but i am worried that my visitors can somehow see this crap and are perhaps being redirect to it in forums and solutions??is this a known issue?has anyone else seen this?
Having multiple agents working on the same ticket (one after the other)
Hi there,I'd like to use Freshdesk for QA testing of websites/elements of websites. Against this background, I would want to specify the test requirements in the ticket and then I'd want 3 agents to carry out the test; one after the other, without any one of them seeing the replies (with the test results) of the other agents. After 3 agents have carried out the test and replied to the ticket with their test result, the ticket should be considered as closed.More requirements:- I do not to assign tickets to a specific agent (and after completion to the next one) because of different (and variable) hours of availability of each agent.- I do not want any agent to see the reply of other agents in order to avoid bias in the test results.- Once agent A has replied with his test results, the ticket should no longer be available for him/her but every other tester should still be able to access and test it.Is this possible with Freshdesk? I've been playing around with it for quite some time and
If the user sending a support request can paste an image, but that image will not be sent, then this is a problem. It should be that the user cannot paste an image if there is no way for that image to be included with the support request.I don't know how big an issue it will be, but I want to put a disclaimer on the form "DO NOT PASTE IMAGES in the Description section" and that feels kludgy.
This webpage has a redirect loop error
Hi,I go to my helpdesk at https://shellstocktags.freshdesk.com/, and click the login link, and I get an error saying "this webpage has a redirect loop" and giving a url of https://shellstocktags.freshdesk.com/login/normal?host_url=shellstocktags.freshdesk.comIf I clip off the "?host_url=shellstocktags.freshdesk.com" I get the login page.Any way I can fix this?
Is it possible to switch back to the old agent's view of forums?
I'm an agent at http://pculture.freshdesk.com/home , in charge of replying to users' queries in the Amara help forum. The new viewing of this forum by agents, with just the headings of the various boards, is sleek and no doubt great on a smartphone, but I preferred the former one, where you could see all the boards with their last topics at a lance. Is there a way I can switch back to that former viewing, except by loggin out before I view the forum?Thank you in advance for your reply.Claude Almansi
Is there a way to show the Feedback widget with a custom button.
I want to use the feedback widget, but I don't want the standaard button. I want my own button for styling and placement, but when pressed the feedback widget should show. I've tried to used the embedded widget in a dialog, but I always get a text area for the question with a height = 0Thx-Aad
Are all group members notified when a customer replies non-agent-assigned ticket?
If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.Ville
what is driving response due / overdue labels
HI,We are trying to work out what is causing these labels to appear. We have changed due date to 10 days and we still get a label appearing saying response due.Also what clears the labels? We have changed status but that doesn't seem to do it. even replying to customer doesn't in some cases. We don't really want to have to send a separate reply to a customer to clear this flag. If we change the status to pending, the customer has then gotten a response to say the status has changed. So it should clear the flag.It's really starting to confuse and frustrate our agents. Could you please let us know in detail what is driving these labels to appear, what criteria etc is checked. And also exactly how the system decides the label should be removed.Kind RegardsPaul
Login using Google Account
I have recently enabled "Allow users to Sign in using Google" in our FD portal. When a subset of customers that run google apps for education get to our login page and select the "or login using Google" shortcut, they receive a "OpenID auth request contains an unregistered domain: http://cclt.freshdesk.com. We manage this customer's google services and have enabled OpenID in their domain at the following location Go to Manage this domain. -->> Advanced tools -->> Federated Login using OpenIDI have read this article but it does not describe was is necessary to register our domain for the above functionality. https://support.freshdesk.com/support/solutions/articles/2632-how-to-enable-single-sign-on-for-google-apps-premierCan someone let me know what I am missing? Thank you,Eric HoffmanCCL Technologies
Mobile site keeps redirecting to login
In the past few days, I've been unable to use the mobile site to manage and reply to tickets. When I try to change a ticket, I get a message saying "correct the errors", although there are no errors in the form. When I try to send a reply, after clicking "Send" the page goes gray for a moment, then it becomes usable again, but the message is not sent. If I click on "Send" again, a message saying "Login required" appears. I go back to the home page, log in, reach the ticket, try to send a reply, same error, "Login required" A the above verified with Chrome, Firefox, Opera and Android browser. It looks like the mobile site loses the session on the way.
Inbound emails not updating tickets
Our company uses freshdesk. When responding to the clients ticket, the email is triggered to the client (as expected). However, should the client hit reply, their response goes to the support@....com email, but the response is not appended to the ticket in freshdesk. Is this possible or have we a setup issue? This is a problem for us as any responses from the client are not tracked against the ticket. Thanks.
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