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11 days ago

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Freshdesk

Freshdesk

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

3,953 Topics
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TassiloCContributor

asked in Freshdesk

How to add fields to the ticket list view in the Freshdesk portal?

We would like to add fields from the ticket to Portal view ticket list, especially the ticket_list snippet. In it we would need to show additional standard fields like type and closed on as well as custom fields.Moreover we would like to change the display of a single ticket from “card” to “list”, similar to the option in the agent interface.Any ideas would be highly appreciated.Tassilo

4 months ago

rhea.desouzaCommunity Manager

published in Freshdesk

Community Market: Freshdesk Tools that make YOUR job more efficientTips

Hello! I am back with another list of tips and tricks for our Super-Agents! We hope these are helpful in making your crucial work just a little bit more efficient. Remove quoted text app:Often, the customer willingly or unwillingly responds to your emails with the quoted text expanded. This causes long ticket threads to appear in your Freshdesk account. The Remove quoted text app will automatically remove the quoted text in the reply of an agent so that you don 't have to worry about it anymore. Attachment manager app:When a ticket has multiple conversations, it is quite tedious for the agents to go through every conversation and access attachments associated with it. In such cases, the attachment manager app allows you to organize all your ticket attachments, access them from a common location and download all the attachments in a single click. Reassign previous agent app: Consider a scenario where a ticket comes in and the agent working on it decides to assign it to another ag

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4 months ago

HoopermanContributor

asked in Freshdesk

rhea.desouzaCommunity Manager

published in Freshdesk

[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable! ✅ If you missed it or want to watch it again, get to it! ✅ Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

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4 months ago

e.c.kaneContributor

asked in Freshdesk

Report on last group assign date

Hi - I want to report on the time between a ticket being first assigned to second group assignment. This is so we can work out the time tickets are taking to go from 1st to 2nd line teams, or to Engineering teams. I can’t see a way to get this specific datapoint. Any tips? Cheers, Emma

4 months ago

rzagazaryanApprentice

asked in Freshdesk

When cloning a visualization/widget in Freshdesk, why does it clone a blank widget?

When cloning a viz, I’m getting a blank widget. Is this supposed to happen?

4 months ago

M1BabarApprentice

asked in Freshdesk

Is there a ticket template library available?

I am looking for ticket templates that can be used for reference purposes. If there is one, please let me know where I can find.

4 months ago

Chris DenmanContributor

asked in Freshdesk

Can we pull data from the user profile and display it on other pages in the portal?

Hi, We are looking at portal customisation and we would really like to display some custom fields from a user’s profile on the New Ticket page. I was looking at the available placeholders, and I am not sure if this is possible. For example, we can use {{portal.user.phone}} to return the ‘work phone’ field, I can’t see any placeholders that could return a custom field in a user profile. I just wondered if this was possible / any advice. Thanks!

4 months ago

BernburgerinTop Contributor

asked in Freshdesk

Freshdesk: “search term” works, but AND and OR don't work

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

4 months ago

CNelson954Apprentice

asked in Freshdesk

Tickets coming in that do not have our support email in the "To" section

Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. Thanks!

4 months ago

BretMCApprentice

asked in Freshdesk

iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there? Thanks in advance!

3 months ago

Bruno GuirraApprentice

asked in Freshdesk

Split ticket vs regular ticket

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

4 months ago

RbagumyanApprentice

asked in Freshdesk

email all users in merged incident ticket when the issue is resolved.

Hi Team We just started using Fresh service ticketing system and wanted to ask a question. I made a master ticket and added 32 slave tickets to the master. I wanted to know if I enter a note and use resolve status code to close the ticket. Will all 32 users be sent an email notifying them that issue was resolved, and will the note be displayed?

4 months ago

studenthousingworks.comApprentice

asked in Freshdesk

3rd party vendor activated triggers

I am working with a student housing business and I'm struggling to implement automation for certain mundane tasks. The student housing business is a middleman between the student and landlord. Sort of like an airbnb but multi unit buildings. One primary nuance is my inability to set up some type of trigger that would be set into action upon a response from the multiple landlords who manage the apartment buildings. Some of the buildings have an ever changing list of room availability and the landlords do not have systems in place to track the room availability (inventory) in real time. To be able to effectively provide up to date availability to students, there needs to be a way to retrieve availability from the landlords, sometimes daily. But it has to be a very simplistic method for the landlords. Perhaps availability can quickly and easily be updated by the landlord If an email could be sent with an imbedded API capable form consisting of tickable radio buttons followed by the variou

4 months ago

MatthewTApprentice

asked in Freshdesk

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email.

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

4 months ago

ApoorvApprentice

posted in Freshdesk

track NPS score

I want to track customer NPS scores and Satisfaction scores using survey questions on our website.These questions will not be available to everyone but it will only be visible to people who are performing a certain set of actions on the website. How can this be done?

3 months ago

JohanAnalistApprentice

asked in Freshdesk

Exporting AHT data for BI solutions

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts.

4 months ago

stevenjo57Apprentice

asked in Freshdesk

Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form? One like this?

4 months ago

viktororlykApprentice

asked in Freshdesk

cti_global_sidebar as background

My task is to add icon in `cti_global_sidebar` which will open email client with some populated info. How can I do that? the problem with default thing I don’t need that popover at all I want to run it in background. And it must be placed at that sidebar

4 months ago

rzagazaryanApprentice

asked in Freshdesk

Analytics and Reporting - Can we sort a pivot table with multiple metrics?

Hi all - quick question. I am trying to create a pivot with Ticket Type, Unresolved Tickets, and SLA Adherence %. Then sort by Open Tickets. When I have more than 1 measure in a pivot table, it does not allow me to sort anything anymore. Is there any way we can bypass this? Or is there no way to actually sort when 2 measures are in the ‘values’ field.

4 months ago

andrius.lApprentice

asked in Freshdesk

Using API endpoint /reply does not include cc emails from original ticket

Hello, I have a scenario, where I want to send out an automated reply to a customer and include CC’d emails. When doing this through UI -it is done automatically, however if I use automation with trigger webhook towards api/v2/tickets/{{ticket.id}}/reply - it only sends email to contact in TO. Same happens if I use automation action “send email to requester” API definition has “cc_emails” that can be included in message json, but there’s no placeholder to populate this data into Automation. So, I’m wondering if there’s a way to send automated ticket reply and include CC’d emails included in original ticket.

3 months ago

rhea.desouzaCommunity Manager

published in Freshdesk

[RECORDING] Agent Roundtable II: Staying productive (and Sane) in the Contact QueueLIVE

WATCH THE RECORDING The second Agent Roundtable is no available on demand in the Freshworks Community! This time around we celebrate highly productive agents who have an uncanny ability to handle a large volume of chats, emails, and/or phone calls at a fast pace (and not at the expense of quality).

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4 months ago

simon.bjurlingApprentice

asked in Freshdesk

Backspace removing extra space

I notice that other similar topics exist since earlier. However, this issue started for us just now after the recent big update just the other day.When removing the only remaining letter of a word using backspace, Freshdesk also removes the preceding backspace, moving me to the end of the previous word instead. Is this a reintroduced bug?This seems to only happen while replying to a ticket, not while creating one. Would appreciate any help!

4 months ago

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