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We recently implemented the default out of office feature in FD, we have hit a few hurdles and I wanted to check if the community have similar issues or suggestions:It appears as though only an administrator can perform an out of office for another agent and this is done by impersonating them. Not ideal I can’t seem to find any dashboard or report that provides a list of agents currently OOO. We have to manually assign people or a group that must receive the notification when a customer replies to an agent that is OOO. We would prefer a method to assign this to a specific role e.g. team lead, you can obviously do this manually but people change roles and then you have to remember to add them or change them.
I am unable to paste images into tickets at the moment. This was working yesterday and is not working today.When I paste an image I receive the error message:“Image cannot be loaded from the passed link.” I have tried incognito browser in Chrome and Firefox. This issue appears similar to this previous issue from 10 months ago:
I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.
Overview...We create many how-to type videos to help our customers use our products. Our videos are larger than the maximum 20GB that can be uploaded into FreshDesk solutions pages. To overcome this, we host our videos elsewhere and and provide a link to the videos in the solutions pages. What we Need...We need visibility of who is viewing the videos. Ideally via their Fresh Desk Logins. Currently the only information FreshDesk provide is “viewer count” We need to identify the viewer and how often they view the the videos. I would love to hear any ideas or suggestions. Thanks
Has anyone had success adding the (4) CNAME records to Network Solutions so that the Freshdesk DKIM Verification check succeeds? I am unable to verify despite using both the NS Account Manager New or Classic interface. Below is an example for one record and where I am placing the values. Type = CNAMERefers to = Other Host [tritacSG.com]Host Name = algsq._domainkey.tritacSG.comAlias to = wl638460s1.domainkey.freshemail.ioTTL = 2 Hours Should I be making different selections or value placements to build the CNAME records correctly to pass verification? Thanks!
We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.
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We have been dealing with an issue for some time now, as described below: Starting point: Ticket showing Next Response Due flag (not yet expired) and Resolution Due (not yet expired).If we edit the Resolution Due to a later date before sending a reply to the customer, then our reply to the customer does not update/clear the Next Response Due flag, and the Next Response Due field is effectively broken and will no longer update at all.Conversely, if we reply to the customer first which updates the Next Response Due as expected, then we can update the Resolution Due field and the Next Response Due field will continue to work going forward.Essentially, if we mistakenly do things in the “wrong order”, we end up with a broken field in the ticket for the duration of the ticket’s lifecycle from that point forward. We’ve brought this up with FreshWorks support, and have been told that this was “by design”, although we can’t fathom why that would be the case. Their statement was “Once the due
I have created a Time trigger automations that mark the ticket status as closed after 48 hrs of ticket being marked as resolved, and we have a ticket update rule that says any changes on the ticket update should call a webhook to our internal system. The trigger automation rule is working fine but the ticket update automation rule is not working as expected. can anyone help
Our goal is to have two fields for a ticket: Estimated Time and the Time Logs that already currently exist (we love the Time Logs!). Then, we would want to compare Estimated Time and the Time Logs with Reporting/Analytics. At the end of the week or month, we could run reports. For example, an agent might’ve been assigned an estimated 40 hours of tickets this week, but actually logged 60 hours. We could check if we estimated poorly or that agent needs training to resolve those types of tickets faster. Or an agent was assigned 32 estimated hours of tickets this week, but it only took them 16 hours to resolve. We could check if we estimated poorly or that agent is putting band-aids on problems too quickly instead of following the right processes/procedures. Thank you!
In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!
Hey FreshPeoples!So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request. I need to send a report to Payroll weekly that has the following information. Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends. This is for per-ticket based compensation for my agents during their “oncall” week. I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this. Thanks in advance for the help!
I encountered an issue where I am not able to send out message if I CC-ed on of the email that have curly bracket in it. I have tried sending the emails to the email address using Outlook and Gmail and I am able to send it out.So I have logged a case to the support, but they stated this was the current behavior and request me to raise this concern in the community so it can gets more visibility from the product team.
Hi,I’m on the Pro plan.We have a portal setup with the default language set to Dutch.We only have 1 language for the portal.The dutch portal comes with standard labels, I would like to modify them.Is there an easy way to do this without adding additional languages?Thx,Bernaert Dominique
Hello,how are you?I would like be able to route Whatsapp tickets to different groups based on different numbers through automations. Example I have 2 whatsapp numers in frshdesk support, I would like that every single ticket created in number 1111111111111 to be assigned to group #1 and every single ticket created in the number 222222222222222 to be assigned to group #2.
Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields. EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have
When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?
Change a Slideshow Font Style on MacClick Edit in the menu bar and move your cursor to Find. Select Replace Fonts in the pop-out menu. When the Replace Font box opens, pick the font style you want to Replace in the top drop-down box. Like on Windows, you’ll only see the fonts in your current slideshow.Fonts Bee
Often there are several cc-ed emails on tickets submitted through FD via email (email is the primary method our users create tickets with FD). When any one of these cc-ed emails responds to the ticket via email, my Reply in FD lists just the Requester who originally submitted the tickets in the TO line. This means I’ll be addressing a question asked by a person in the CC line, but the email address in the To line is not the person I’m addressing. This has been a source of confusion for our clients / users and looks like I made a mistake in how I am emailing the client. I really need FD ticket replies to work more like how most email services (like gmail) work: if you click Reply, the email will default the To line to the email of the person who submitted the most recent email response. Is there any setting in FD to accomplish this? Or does this require FD to change some of their logic? I appreciate any help here!
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