Visit Freshworks.com Visit Freshworks

Freshdesk

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

  • 4,110 Topics
  • 10,803 Replies

4110 Topics

T
Apprentice
thomas.kocjanApprentice
posted in Freshdesk

Customer Portal with multiple products

We have multiple customers, each with multiple unique products. Is there a way to set up a portal for each customer that only lists their unique products?

3
V
Contributor
9 years ago
S
Contributor
sean.schroederContributor
posted in Freshdesk

Mobile Issues

We recently started using Freshdesk and it's been working very well for us so far but the mobile interface has been problematic on iOS. The first is very minor, but I was wondering if there is information we are missing for the ticket. Next to the agent name the word "null" appears.The second one actually makes the mobile interface unusable. Regardless of the interaction on the ticket detail screen, an error message pops up when trying to do *anything* with a ticket. This includes changing the status, assigning the ticket, or closing the ticket.Screenshots attached.Thanks!

10
R
Contributor
9 years ago
L
Apprentice
luke.wildeApprentice
posted in Freshdesk

Browser history functionality broken on the helpdesk.

Hi guys,I've had a little search around and am surprised to find that no one else is reporting issues with the lack of working browser history when viewing tickets inside the help desk.Myself and other my other co-workers are having this problem and find it mildly inconvenient but hugely irritating!Is anyone else experiencing this issue?Thanks in advance,Luke

8
V
Contributor
9 years ago
A
Contributor
alex_10481Contributor
posted in Freshdesk

Paste in clipboard images from Internet explorer

Does not work from IE9, but does from Chrome/Firefox.  Not seeing this posted anywhere else, just wondering what the status is? Thanks!

5
V
Contributor
9 years ago
R
Contributor
rodrigo.pereiraContributor
posted in Freshdesk

Most recent solutions on customer home page

Any idea for implementing a listing like the 5 more recent solutions in the sidebar? Thanks.

5
R
Contributor
9 years ago
J
Apprentice
jenna_jeremiciuteApprentice
posted in Freshdesk

Time Sheet Report

Hi Support Team,When I group 'Time Sheet Report' by Date, the dates are scattered. I mean it starts with 17th October and the 1st October is somewhere in the middle. How is this even possible? I understand that I can change that when I export it to csv but I also need a proper view when I am on Freshdesk. We are using a few tools to report times and I need to be able to match everything.Thank you,Jen

1
annapoorna.venketaraman
Skilled Expert
9 years ago
R
Contributor
rinchContributor
posted in Freshdesk

Multiple Email Accounts

I see we can have multiple email accounts if we have multiple products in the form of support@product1.com, support@product2.com. But can we have multiple email accounts in the form of support@acme.com, sales@acme.com, bugs@acme.com ?

14
M
Community Debut
9 years ago
E
Apprentice
ericgApprentice
posted in Freshdesk

Supervisor Rule Based On Ticket Creation Method?

 Is there a way to set up a Supervisor Rule that will trigger based on how the ticket was created?  For example, if the ticket was created by a customer sending an email to our support email address, I would like the Supervisor to set several fields in a certain way.  If the ticket was created by a customer using the web ticket creation form, fields would be set differently.  And if the ticket was created by one of my Agents, I would like certain fields to be set based on what Group the agent belongs to.  Is there a way for me to do this?

1
A
Contributor
9 years ago
T
Apprentice
tbeeseApprentice
posted in Freshdesk

Edit Overdue tags on tickets

 The Overdue tags are not applicable to our customer support requirements.How do we remove the Overdue tags, or edit the times.We want "Overdue" to appear only on tickets where one of our agents has not responded in more than 3 days.  Currently it appears to tag all inactive tickets as Overdue after 3 days.

2
A
Contributor
9 years ago
T
Apprentice
torbjorn.hanssonApprentice
posted in Freshdesk

List Solution articles with a tag(s) with API

Is it possible to list solution articles with a specific tag with the API?

1
A
Contributor
9 years ago
J
Apprentice
jscottApprentice
posted in Freshdesk

Disable Paging the API?

Is there any way to disable paging in the API?I want to pull the data into Excel using Power Query but it will only pull the first 30 tickets.  I know I can you specify the page parameter but the tool doesn't support the ability to continue calling the API while increasing the page number till non results are found.

1
A
Contributor
9 years ago
R
Contributor
rsalmondContributor
posted in Freshdesk

Manage Solution Assets (images) Hosted on Freshdesk CDN?

Is there a way to see / manage / update all the images we've uploaded in one place?

2
R
Contributor
9 years ago
G
Apprentice
gmccaffityApprentice
posted in Freshdesk

E-mails from non-customers

We have been testing and found that when an e-mail comes from a non-customer using a domain that has not yet been entered in our system, the e-mail does not open a ticket. Is there a spam filter for our FreshDesk  technical support mailbox that we can access?

1
A
Contributor
9 years ago
A
Apprentice
aitchpkApprentice
posted in Freshdesk

Feedback widget: dropdown option creating weird scrollbars

I am trying to get rid of the scroll bar that appears next to our feedback widget if I use a drop down option.Image 1: If I end on a drop down menu, I get a tiny scroll bar to the right. Image 2 + 3: The form initially looks fine if I end on a single text input line, but a huge scroll bar suddenly appears when the drop down is selected.I was just wondering if anyone knows what is causing this weird behaviour? The form looks fine if I don't use any drop down menus, but they would be very helpful for supporting our users so we would like to incorporate them.Thanks for your time,Heather.

1
A
Contributor
9 years ago
D
Apprentice
deric.cainApprentice
posted in Freshdesk

Google User Not Automatically Signing On

Our organization uses Google Apps and I was under the impression that if a user was signed in, they would automattically be signed into Freshdesk. Is there something that I am missing here? Are there other steps that I need to take?

5
S
Contributor
9 years ago
R
Apprentice
robin.ramaelApprentice
posted in Freshdesk

basic integration with custom software

I had a few quesions regarding integrating Freshdesk with our own application.We develop, among other things ERP-packages for law firms and dental practices. We also provide phone support for these packages and are planning to upgrade our ticketing from our homegrown solution to a third-party application.Now. We would love to be able to have a client press a button in our application and have him sent directly to a view of their tickets and so, in effect, log them in ourselves from our application. Is that at all possible?regards, robin

1
S
Contributor
9 years ago
P
Apprentice
paul_10861Apprentice
posted in Freshdesk

View a ticket as the customer sees it?

Is there a way for an Agent to see how a ticket looks to the customer?(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)

2
S
Contributor
9 years ago
R
Contributor
rsalmondContributor
posted in Freshdesk

Anyone noticed their solutions page looking odd?

I had a user submit some screenshots of our support portal rendering badly every now and then. Here it's blank http://d.pr/i/3dLS, here it's right aligned rather than centred http://d.pr/i/fPaZ. I was able to reproduce this when it was reported by refreshing a whole bunch but didn't have time to debug the cause and now I'm not seeing it but users are still reporting it.Any one else seeing this? Suggestions?-Rob

2
R
Contributor
9 years ago
R
Apprentice
richard.parvassApprentice
posted in Freshdesk

Q: 3rd-party monitoring email creates new ticket on resolved alert

Our 3rd-party monitoring solution sends in emails to our support address which creates tickets as expected, but it also sends a "RE: alert" email when the issue is resolved which results in another new ticket. The reply alert doesn't know about the existing ticket number and therefore doesn't contain the ticket ID in the subject or body. The email does, however, contain information as to when the alert was generated, and also the word "RESOLVED". Would it be possible to configure Freshdesk to update an existing ticket when one of these alerts is received, and close it off? Failing that, could Freshdesk be configured to not generate a new ticket on the "resolved" email?

1
V
Contributor
9 years ago
L
Apprentice
luke.wildeApprentice
posted in Freshdesk

Newline characters are inconsistent when editing email templates.

After adjusting the default email templates I've found white space to be very inconsistent between the text editor on Freshdesk and the emails I receive.In Freshdesk's email editor:Viewed in browser (Chrome) on my Gmail client.Anyone else?

3
V
Contributor
9 years ago
R
Contributor
rodrigo.pereiraContributor
posted in Freshdesk

Can't use the "code" style on the editor (part 2)

Hello,I don't understand why the previous topic was CLOSED by FD.In reply to Vijay, I was complaining mostly that when the agent is composing a solution and applies "code" formatting, he doesn't see it. Only in the customer portal the code style can be observed. This makes it difficult to edit a solution, if the editor is not 100% WYSYWYG.Appreciate your comment on this.

1
V
Contributor
9 years ago
A
Apprentice
arthurrickyomegaApprentice
posted in Freshdesk

Double spacing problem

 I'm doing a company signature for e-mails and noticed that the signature part of the e-mails are double spaced. As can be seen in the image attached, the actual message I wrote is single-spaced but the e-mail I'm receiving is double-spaced. Help please!

4
V
Contributor
9 years ago
J
Apprentice
jenna_jeremiciuteApprentice
posted in Freshdesk

Ticket Tags issues

Hi Support Team,Please let me know how to remove 'Tags' from the 'Filter Tickets' section (please see screen shots attached for details). I have removed 'Tags' from where they were created within a ticket, however, these are still kept on the 'Filter Tickets' board menu. In Admin -> Ticket Fields there is no 'Tags' field and I cannot edit anything there.Please let me know if there is any other option to edit/remove 'Tags'. Please tell me there is such a functionality.Thank you very much.Regards,Jen

1
V
Contributor
9 years ago
_
Apprentice
_11188Apprentice
posted in Freshdesk

How to create a customer using the API

I can retrieve information with the API, but everytime I try to create a company I get: Name can't be blank. I've used the example from freshdesk.com/api and tried both with XML as JSON (my preference). is there anyone who gets this working?

1
_
Apprentice
9 years ago
M
Apprentice
matt_11152Apprentice
posted in Freshdesk

Incoming support requests are not working this morning!

All incoming support requests are not generating new tickets this morning!Help!M

1
annapoorna.venketaraman
Skilled Expert
9 years ago

Badge winners

  • Lightening (Mc)Learner
    Hhowitthas earned the badge Lightening (Mc)Learner
  • Wizard of Creative Thinking (25)
    Mo.Waelhas earned the badge Wizard of Creative Thinking (25)
  • Salud, Ideator
    edwin.rivashas earned the badge Salud, Ideator
  • Salud, Ideator
    DineshGhas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    Jonashas earned the badge Lightening (Mc)Learner
Show all badges
Terms of UseCookie settings