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For over 4 years now there have been numerous reports by multiple people to resolve the issue where, while typing in the description field of a ticket the typing cursor will jump to the beginning of the ticket. In every thread where this is mentioned the case has been marked as “closed for comments” when the issue is ongoing and unresolved, sometimes without any response at all.I had created a support ticket regarding the issue 3 years ago as well and the developers mostly ignore that ticket or claim that the issue is fixed when it is not.Why is this is happening Freshworks??The issue does not go away just because you ignore it.This is some of the worst customer support I’ve seen in a long time.Do better!For reference, see:(there are a lot more topics surrounding this issue and some of those topics appear to have been removed from the forum)
Hi, We recently started using the Auto Ticket Merger app. Great app but we just run into a problem. This app merges tickets based on email address, which is fine in principle. The problem we run into is that the app merges new tickets from the same sender into the old (already closed!) ticket. As a result, we don't see new customer reactions coming in because we only filter on open tickets.Is there a solution for this? If you can set that only open (!) tickets can be merged, then you are already there.I can't find a solution for this in this app. Someone else? Or maybe someone has another solution (app) for this?Thanks,Bart
I have a client that says his customers are getting emails prompting them to click a URL to activate an account. When I click on the link it takes me to a page to log in to the Support Portal. We would like to know why some customers get this email and why is it taking them to an option to sign up for FreshDesk. It is very confusing for the customers. The customers have no reason to sign up for the support portal. Any idea why this is happening? It was not previously happening.
In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response
Hello,I have just confirmed with support that there is zero difference between Dispatch’r and admin/automations/ticket_creation. As a new user I find it really confusing that there are two parts of the application that do identical things.If the product roadmap going forward is to keep the Admin → Automations screen (and treat Dispatch’r as old) then please consider:Working with existing users to migrate their existing Dispatch’r logic into the new view and letting them know where to find this logic Hiding the Dispatch’r UI from new users who don’t have any rules set up and won’t miss it’s absence (as they can already do everything they wanted to do with Dispatch’r in Admin → Automations)Many thanks
I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines). Freshdesk seems to merge those tickets automatically into one. As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off. Please Help.
Hi,I'm trying to setup an automation rule so that when a customer replies to a closed ticket that’s got a specific tag (the ticket gets the specific tag when 7 days have passed since it was closed), that instead of reopening that same ticket, the last public comment is used to create a new ticket via a webhook.However, I have a automation rule that ranks third in the ticket updates order stating that “When an action performed by Requester When Reply is Sent If Status is not Open AND If Status is not Need to check Set Status as Open” (we would like to keep this rule for tickets that have been closed prior to the 7 days mark).I don’t have coding background but nevertheless I took the challenge head on. I am not sure why the thrid rule gets executed first when the first rule is the webhook one as per my screengrab.
Dear all,we have various portals within Freshdesk, which we use for internal users i.e. as knowledge base. In order to have a smooth login process, i’d like to add SSO for those portals. The admin configuration has been done and works. If i go the the agents login i see SSO as a button and this works fine.Now i want to have the same button for my portals, but don’t find any code, which can be used. I’m not a developer, but if i could get the code do create the button and then call the SSO, i believe i can get around with it.Anyone, who could help me here and send me the necessary code?Thanks a lot in advance,Udo
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.
We have just launched ticketing via Freshdesk, and when we tested the Teamviewer V2 App worked fine.Now after going live, it is not possible to authorize Teamviewer in Freshdesk.It opens a Teamviewer Login Widow, but when the credials is entered, The Teamviewer window returns Not Found” and nothing more happensAnyone that knows if this is a general issue, or know how to fix it?
I have an automation that adds an ‘inbox’ tag to all messages and notes where I am the owner of the ticket or when a ticket is assigned to me. I would like to add another automation to remove that tag when I respond or add a note to the ticket. I am doing this to simulate an email inbox since the only activity view (that I know of) is the dropdown at the top of the screen that is incomplete and not very user friendly.
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.
Most other threads about this issue are closed, so i just wanted to post this to help out others.I am new to Freshdesk, at this time still in the Trial, and am just in the Getting Started phase. I wanted to import my Companies and Contacts. I was able to get the Companies imported but not the Contacts, and would not get email or anything leading me to the issue. I was on an 'Onboarding' call with Support today, and it was EASILY FIXED. Seems that currently there has to be 10 or more tickets before you can import Contacts...at the time there was only 9 (mostly demo tickets provided by the trial). Support added one more ticket and viola....Contacts imported without issue. Support is supposed to post this somewhere so hopefully no-one else spends a whole day trying to make this work. RegardsLonnie
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