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Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?
We need to do a redesign of the portal, we have bought 2 themes but we are lacking the necesary skills to make it work properly. We have a clear idea in out mind, we have the CSS file already done according to the brand guidelines but we need to make it work.
Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the
Doing a PUT an an agent to update their information returns this error:"message": "Not allowed to edit Agent's profile information(name, phone, mobile and title)", The documentation lists those fields as valid inputs.https://developer.freshdesk.com/api/#update_agent Frankly… if you cannot edit that information what *can* you update? Also, attempting to update the email gives an odd error, even when the provided value is the existing value:"message": "Email exists in multiple accounts in the org. Only org admins can edit this", Basically, I’m not able to get the update API to do anything useful. Snide comment: hate that the output from a GET is different than the input to PUT <sigh>. I have to move all the fields around. But I guess since they don’t work anyway the extra work was at least er… good for the soul?
Our goal is to create a report in Jira to show all Jira issues created by the support team. Preferably with information thats filled in automatically. I know we could manually enter information into a synced Jira field, like a Label.We also already have a report in Freshdesk since Freshdesk tags the case with the Jira issue number, but our engineering wants one of their own in their tool. Is there a way to automatically populate the Jira fields when creating a Jira Issue with the integration or an object in Jira thats populated with Freshdesk information that we can filter on? There is the Freshdesk widget in Jira, but Jira does not filter on that to create a report.
Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.
We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.
Hello,I currently have the Sprout version of Freshdesk and I would like our users to be able to use the customer portal to submit tickets or view ticket status.I've enabled SSO via Azure but that appears to only affect agents or admins. Is there a SSO setting to enable using Azure SAML instead of using Google, Facebook or Twitter?Thanks!
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.
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