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HiFrustrated here. Every time I try to export all tickets from Jan 1 to current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks
Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.
I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.
Love the Knowledge Base Analytics. It’s very useful to see how the team is contributing. I would like to know if there is current or planned functionality to pull analytics based on users accessing KB articles? For example, how many times did a user navigate to the KB and then open a ticket? We can see this within each individual ticket, but it would be helpful to pull a report that shows this at a glance. If it could be broken down by company and then user, it would help us to identify gaps in our knowledge as well gaps in the client’s understanding. Any help here?
Hi there,I need to export a csv of all unresolved tickets but with no date filtering. I cannot see any way to do this as it forces a date range selection. I tried using the custom date range thinking I could set it to eg a year but it would only allow me to select a maximum on a month apart. I have read a couple of older posts on the subject but they didn't provide a solution either. Is this really not possible or am I missing something?Thanks in advance!
Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!
Hello all. We are evaluating FD and it is very nice. One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company. Based on our research this does not seem possible since tickets are tied to an email address. However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons. For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc. These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done. We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer. They are m
I’m trying to add multiple groups to a ticket view so that supervisors who manage activity across a single client with multiple support streams (different support resource) can view the tickets, and anybody working across multiple groups can see them in a single view. Looking at Freshdesk, it seems to hint that this should be possible due to the fact it says ‘Agents is groups’ - but you can’t multi select groups to add them in? Any ideas?
Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve
If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load.
I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view.
Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia
Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks,
We use our FreshDesk for both IT Help Desk as well as for Information Security requests (onboarding/offboarding/change in role/permission changes, etc.). As many times as we’ve told our management teams not to send PII through the system, they still do from time to time in the form of attachments which we have to delete from the ticket to remain in compliance with federal and provincial privacy legislation.My question is: Does FreshWorks also delete the attachment permanently from their servers, including the metadata surrounding the file, when we delete it from our ticketing system? If they do not, then we are still not in compliance with our country’s privacy laws.Thanks!
I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks!
Is it possible to select all tickets from a particular contact or email address rather than selecting 30 tickets at a time. I have more than 40K pending tickets and most of them are system generated ones. I would love to close all of these system generated ones with a few clicks rather than going 30 tickets at a time.
What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.
Hi all,I’ve been using the Azure and PowerShell actions in my workflows and am really excited about the things our team can solve with these automations.I have noticed that our flows that contain these actions don’t run consistently. For example, they sometimes stop in the middle of a flow with no error in the logs. Also, the same ticket where this happens is unable to trigger any other Azure flows after the failure. All conditions are met to trigger a flow but nothing happens and no events come up in the logs.I’m working with Freshservice support on this and they have been great at keeping me updated and even scheduling meetings to speak with me, but it has happened more and more with multiple workflows. Just wondering if anyone else has experienced this. Thanks,Dana
Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed
Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel
I have configured my system to automatically send every new ticket an email including the public url. The link in the email results in a missing page (404). Upon closer inspection it appears the url is correctly displayed as https://mysite.com/public/tickets/a6ab207bbc81cb850aefac770096d13b775d205def79ff015adc2dfc52dd7b00However when clicking on the link the url in the browser displays as .../ticket%20%s/...What is the solution?
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