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- 3,972 Topics
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Open attachment in browser (Chrome, Edge) instead of download. (PDF files)
Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files? I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print.
Forwarding Tickets to internal emails
Hi Community,I have 5 emails set up but lets focus on 3 here : firstname.lastname@example.org, email@example.com and firstname.lastname@example.org.If an email (ticket) comes into the business (to email@example.com) and I need to forward it to firstname.lastname@example.org, I can ONLY do it from email@example.com, it works fine and the reply goes back and its great.If the same email comes into firstname.lastname@example.org and I forward it to email@example.com, the exact same as before, nothing happens.Can anyone help with this issue?Thanks
Double search bar text in Knowledge Base portal + no search results preview
Hi All,We are experiencing an issue implementing a new theme in Freshdesk for our Knowledge Base. We have this with a paid and with a free theme so it does seem to be linked to Freshdesk I suppose. When implementing the code, everything is going well but the search bar still shows the default text and when searching something it does not preview any results. (when clicking enter it does show results but we would also like to see the preview.). See example of our situation: VS what we want/Freshdesk’s website. Any ideas how to solve this? Thanks,Thomas
Scheduled maintenance is under progress
Hello i have made 1 account from freshdesk for my tool, but it is showing me error of Scheduled maintenance is under progress we will be up and running soon, please check again later. click here to go back to home. i don't know why my domain is not ready yet.my domain is: stockrush.freshdesk.comredirecting me to: stockrush.freshdesk.com/DomainNotReady.htmlplease help me with this concern.
Which company is good for performance testing services?
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Creating Recurring tickets
Hi There Freshdesk is missing a very basic feature. You are not able to schedule a recurring ticket, for example weekly/monthly/annualy. In most industries today there are requirments to perform certain repetative actions such as maintenance and preventative maintenance. These are critical tasks and if you forget, it could have serious consequences. We must be able to create a recurring ticket in Freshdesk that will automatically create these task as per the planned schedule.Please Freshdesk I notice this has been requested before and we really require this functionality to be added.
Create a ticket from an email. From and cc can't point to Freshdesk?
We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers. To: firstname.lastname@example.orgCC: email@example.comFrom: firstname.lastname@example.org We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works… Is there a way to accomplish what we want(create a case for invoices emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their A
Automating Data Export in Freshdesk
I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the
Change "To" field when using Agent Reply in Freshdesk
When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?
Limited export csv file with Sprout License?
Hello Community!I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?Thanks and regards! Milton C.
How to calculate resolved/closed date from XML export?
Hi.I generated an XML export of All tickets, users etc. from the Freshdesk account, but there’s no resolved-at or closed-at field. How can I calculate it? I may assume that the updated-at is the closed/resolved date, but I doubt it is always the case as there’re some updates that can happen to the ticket even if it was closed a long time ago.Does anyone have any advice on how to get those? This is a basic metric that is available via API, but how to extract it from XML file?Thanks!
Agent emails for ticket assignments not working correctly
Hello! My team is having an ongoing issue with agents not receiving some ticket assignment emails. The option is configured in the settings and most do get sent, but not all. This has left us in a tricky place as those tickets don’t get addressed in a timely manner due to the agent not being aware of something to take care of until they have to login to the system for another task. Everyone in the chain then gets frustrated by the problem, from the agent to the customer to myself as the admin. I’ve looked into it but there isn’t anything I can do another than confirm from the email box that there are no “Ticket Assigned” emails for the tickets in question when they get brought to my attention. This happens over multiple email ingest accounts, multiple agents on different teams, and from both new tickets that get auto assigned as well as manual assignments from other agents. Is there anything that can be done about this? Thanks.
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Exporting ticket date for period longer than 30 days
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
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