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- 3,970 Topics
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Ticket Auto Close
Hi there,We are a small organisation, but we get a lot of email contact and tickets getting created. What I am looking for is a way for the system to automatically close a ticket that has been sitting in a certain status for too long.Example....We reply to the customer with the information they asked for. The ticket goes into a status "Waiting Customer" then if the customer does nothing - after 5 days it closes automatically and sends them a notice.Can this be done? We have tickets piling up that have not been looked at for months.
Bad formatting when replying to email
When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.
MINT UI font
Does anyone else have issues with the font on the ticket view of the MINT UI?We find the subject line particularly bad, it looks ok when Bold but the standard font looks very thin and if you stared at it too long you would pass out.We have also found that the Grouping of Groups and Agents equals not being able to see either properly as they get truncated. Just make the field responsive to the screen size as full screen there is just lots of blank screen and truncated data.Anyone else feeling this is detracting from quite a nice update and the only way to get new features?
1. You will first need to create an account at http://www.teamviewer.com/.2. Once you have created your account, go to the management console at https://login.teamviewer.com/.3. Click on your name in the top right corner and select Edit profile.4. Select Apps, then click on Create script token.5. Enter any name and description, select either Create, view own and edit own sessions or Create, view all and edit own sessions then click Save.6. Copy the token you will be shown for use later.7. Download the ZIP file and extract contents.8. Click the New FreshPlug button in Admin > Integrations > FreshPlugs tab.9. Give a name and a description.10. Copy the code from TeamViewer.txt and Paste it to the script area.11. Find the line that looks like token: "Enter your token here" and replace the text with the token saved from step 6.12. Make sure Show the widget in ticket view page is the only option selected.13. Click Create and Enable to start using your new FreshPlug.I am not getti
Mint UI - Dashboard not showing Unassigned
As per topic title - the Mint UI is not showing the "Unassigned" ticket number on the dashboard for regular agents.This is used as our 'awaiting pickup' ticket queue, so is important to us -- our helpdesk staff have now moved back onto the old UI as it's easier for them.Is there an easy way to get it back ?
Filtering tickets on API v2
We're using API v1 to find any new tickets matching a custom view (aka filter) which works well. API v2 looks like a great evolution, but it only allows filtering according to four pre-defined filters, with the error response (NB, errors much improved since v1!): Should be a value in the list 'new_and_my_open,watching,spam,deleted'Are you planning to open this up to allow either filtering by a custom view or more dynamic filtering in the parameters passed to the API?
Newbie - Export does not export all tickets..?
I'm new to Freshdesk, and I am trying to export all my tickets to a report. I am viewing all my tickets - have even tried selecting all tickets - but the export only shows two or three tickets.Why? Is this because it only export a certain type of tickets, and if so is there a way to export all tickets?
Linked Tickets ( Parent-Child )
This is an application that can link tickets creating parent-child relationships.This application is compatible with the Parent-Child FreshPlug created by Freshdesk ( the one I am aware of, anyway - see https://support.freshdesk.com/support/discussions/topics/16385/page/2 ). It can replace it. You can also switch back from this application to the Freshdesk Parent-Child application if you wish. However, you can't use both at the same time.Main features include: In a group of linked tickets, one ticket acts as a parent and the others as its children. A parent cannot have another parent and a child cannot have children. You can see all children when viewing a parent. You can see the parent plus all siblings when viewing a child. Each linked ticket is listed with detailed information ( subject, ID, status, requester, creation/modification date, group, agent ) If a ticket is unlinked you can set any other ticket to be its parent ( by entering the parent id in the Ticket Properties field
Auto Start Timer
The Auto Start timer fires up when the ticket is open and stops ticking only when the ticket is closed or resolved. Keep track of the amount of time taken to close a ticket. You can even use the timer to reward agents. If the agent has to work on another ticket immediately, the timer can be stopped till the agent returns to work on the current ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"
SPAM on Forums
There are dozens of SPAM articles or messages created within our Forum everyday. This is very annoying for us as we need to keep clearing the forum everyday, but it is even more annoying to our real customer who are actually using the forums.These type of SPAM messages create distrust in our customers.Is anyone else having this same problem? Any fixes?
Public note added to tickets when different Users respond to forwarded emails from ticket
Hi, We have a use case that has become very frustrating to deal with. Agent forwards a customers email to a FD User. If the User to whom the ticket is forwarded replies to that email, a private note is created. this is the expected system behavior and works fine! If however another FD User responds to the same fwd. email, it creates a public note. Forwarded emails from a case can go to different internal teams and users but in no way do we want to have a public note created as it ends up going to the requestor (customer) which contains private internal confidential info. we have tried all possible work arounds but there doesnt seem to be a solution to this. Is there a freshplug that converts public notes to private? Or removes content of a public note when an agent replies to a ticket?
attachment limit 15MBs warning when emailing
Is it possible to show in the ticket the agent receives a warning when a customer tried to attach a file bigger than the upload limit?When creating a ticket in the form, the user sees this.But when a user is sending an email with an attachment (we receive 80% of our tickets this way) and the attachment is too big the customer had no clue. And our agents who receive the ticket see no attachment, and no sign there was ever an attachment there.Is it possible to show the agent the customer tried to upload an attachment, but it was too big?
Removing "Customer Responded" flag
I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?
Firefox paste text from copy not working correctly
I am having annoying paste issues in Firefox. #1 - I cannot paste text to the Description, Note or Reply (any HTML forrm) in FreshDesk. The same text can be pasted fine in any other fields that are not HTML based. This is also happening in this forum ticket message body #2 - I can paste an image, but it's pasted twice. Steps to troubleshoot: Tested in Firefox with addons - still problem Tested in Firefox with no addons enabled (safe mode) - still problem Tested in Firefox at https://imperavi.com/redactor - I can paste without any issues. Tested in Chrome - everything works correctly Environment: Windows 10 Pro 64 bit. Firefox 55.0.3 (64-bit) - latest version
Problem when a customer open a ticket
Hi,I have a problem when a specific customer open a ticket. When the ticket open, it appears like WE did it instead of the customer. Everytime this customer open a ticket we have to edit its info to put the correct ticket's caller.Thank you in advance!Best regards
I have been receiving THOUSANDS of emails from what appears to be a Chinese address. I turned off whatever email notifications I could to stop them from being copied into my Outlook inbox, but would like to have these emails stopped, blocked and deleted ASAP so they discontinue coming into Freshdesk. Help!!
Help Desk address automatically included in CC when replying to ticket
Sorry, this is hard to describe, but the address that's used to receive incoming mail to Freshdesk (firstname.lastname@example.org) is always included in the CC line when replying to a customer. This means that every time I reply, it creates a new ticket. I've run through all the admin settings, and can't figure out where to turn this off-- how to I stop it from automatically filling that in? This ticket was created by emailing to that address, fwiw. Jim
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