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Scammers using email@example.com
Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it. Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.
Limit categories, sub-categories, and items in Incidents based on Job Roles
You can limit Service Catalog Options to job roles so they can only see what is allowed for that group.Can you do the same thing for incident tickets where you only allow users to see options based on their job role?For example, someone in the back office would not need options to create tickets for equipment or software directly related to front line customer facing associates.
How do you handle the Next Response situation when it's not really needed?
I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket. The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?
Ability to Unmerge Contacts or Tickets
Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?
Freshdesk not sending out any emails for last few hours
For the last few hours none of the replies we send to customer over Freshdesk have gone out. We noticed when internal users reported they weren’t receiving emails. Tested with multiple email domains. Does anyone know if there’s a fix to this an Admin can do, or how to get a better hold of Freshdesk support?
When the tickets are created at the same time the serverless onTicketCreate event is triggered but not completing the remaining part of the functionalities in the code
Hi,We are facing an issues in the serverless events. The ticket is created at a time where the bulk tickets were created in your Freshdesk instance.The App OnTicketCreate event was triggered simultaneously for all the tickets. Due to this the App was not able to run the remaining functionality.Below is the screenshot for your reference. Please help us on as soon as possible. Thanks in advance!Priyadharshini R
Please Suggest best combination/usage of parent child and shared ownership
Hi,Please suggest how to implement the below use case in freshdesk in the best possible way?Customer mails the issue to customer support and ticket gets assigned to GroupA GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupBGroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.I find the use case of shared ownership very limiting and restricting.Moreover, it is not possible to create a child ticket of a child ticket.Please suggest the best way around?
how to trigger webhook upon ticket closed by system?
Hi, I have automations to close the ticket (mark status as closed) if user don’t reply in 48 hours.I need to trigger webhook if this happens, so that I can close ticket on external system automatically.Mind you that Time Triggers don’t have Trigger Webhook function. Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed/resolved.This works if user/agent are the ones doing it. However, if it’s executed by System (under Time Trigger), I cant do it. Any suggestion/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it’s done by System.Freshdesk support just dismiss me saying that it’s not the functionality offered at the moment.Thank you all.
Poorly worded description in default "Submit a ticket"
I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.
Requests to third party service not working in FreshDesk Custom App
Hi! I am developing an app for FreshDesk. The application makes requests to a 3rd party service and it works without any problems when I run it locally (fdk run). I uploaded the app to the Freshworks Developer Portal for testing and requests don't work for me in uploaded version. I checked with pipedream.com – no request was sent. Request logs are not displayed either.Request code:1. https://i.imgur.com/dxeE0PK.png2. https://i.imgur.com/zCbq1aT.png3. https://i.imgur.com/mH0qOQf.pngI am using the latest version of fdk and platform.manifest.json: https://i.imgur.com/3SEloDI.pngI re-read the documentation several times and I can not understand what is the reason :(I will be grateful for any help!
Why do some of my users get notification emails, while other do not
HI, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ? Thanks in advance
How to change default font and size
Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai
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