Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Ideas

#WinwithMarketplace : Freshservice

14 days ago

Community
Customer Experience
Freshdesk

Freshdesk

Read, learn, and solve about our Support Desk product.

3,969 Topics
10,458 Replies

When you subscribe we will email you when there is a new topic in this category

3969 Topics

Recently active

Most replies Most views Newest first

bennosgiosisApprentice

asked in Freshdesk

Resolve tickets from scenario

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

17 days ago

ConnieHApprentice

asked in Freshdesk

Tech Assistant

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

17 days ago

kaustavdmApprentice

asked in Freshdesk

Freshdesk REST API usage data

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

17 days ago

rhea.desouzaCommunity Manager

published in Freshdesk

Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’. A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

ms-fosseApprentice

bbehrendtApprentice

Reopen on reply does not work in the free version?

I am struggling trying to figure out what is a bug, and what is just not available in the free version. The canned email for resolved tickets in the free version states that the ticket will reopen on reply. I tested this and it does not reopen the ticket. So, is that a bug or just something that is not available in the free version?

18 days ago

mbrandt2009Apprentice

asked in Freshdesk

Ticket List Snippet

Is there a way to add fields to the ticket_list snippet? It would be great to be able to edit that and all snippets.

20 days ago

Louis004Apprentice

asked in Freshdesk

Freshdesk help widget add custom button

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?

20 days ago

michelcApprentice

asked in Freshdesk

PlaceHolders for Log Time field Feature request

Hi,I’m trying to have an email sent to the billing group that contains information for invoicing my customers. I was able to have an automated email containing placeholders for most of the info required, but I would need these 2 fields from the Logtime portion to be added in the email.Are you able to create a PlaceHolder for these fields? Thanks,

21 days ago

SiaApprentice

asked in Freshdesk

Microsoft 365 Shared Mailbox support

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

21 days ago

FabiokanashiroApprentice

asked in Freshdesk

Ticket reaberto X customer satisfaction surveys

A ticket has been resolved and the CSAT satisfaction survey has been submitted.Unfortunately, that same ticket was reopened by the agent.Will the survey be resent again? If so, will the second survey score invalidate the first?

21 days ago

ArnoldGContributor

asked in Freshdesk

Analytics data report by User Role

We are trying to run/create reports in analytics, that drill down to ‘user role’. Has anyone been able to accomplish this?

22 days ago

pedrolunardiTop Contributor

asked in Freshdesk

Data about the use of templates

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

22 days ago

Lars SkjønbergApprentice

posted in Freshdesk

Freshdesk very long SPF record is a problem

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

23 days ago

Zothaforb3Contributor

asked in Freshdesk

How to expand my organization, with freshdesk services.

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

23 days ago

MandyJApprentice

asked in Freshdesk

Freshdesk App on phone

I’ve found that you don’t have the feature where you can select an agent or collaborator to tag in a note on the App. As you can’t do this, do you have to type in their email address and would this work or associate them with their agent role? Is this something that could be improved? My colleague also has issues when he receives a Freshdesk ticket notification viewed on his phone. If you try and access the ticket via the link, instead of taking you straight to it you are then prompted to login via the website rather than go to the ticket on the App – again is this something that could be improved?

23 days ago

DavideM

asked in Freshdesk

List all tickets merged in primary ticket

Is it possible (especially via APIs) to get one of the followingif a ticket is merged and to which ticket all the tickets that have been merged into the current ticket

23 days ago

Sarah HApprentice

asked in Freshdesk

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?

23 days ago

sqladminApprentice

asked in Freshdesk

Merge tickets with partly same subject

Hi.I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data? Example: INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7 INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z Marko

23 days ago

Oriol RipollApprentice

asked in Freshdesk

Organising Scenarios

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time. A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol

23 days ago

OlyaContributor

asked in Freshdesk

Different subjects from requesters for one ticket

There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

23 days ago

mishelpdeskApprentice

asked in Freshdesk

Unattended Tickets Report

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do I adjust the alert for unattended tickets?

23 days ago

TristanHApprentice

asked in Freshdesk

Having a ticket field sections within a section

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

24 days ago

Page 4 / 159

Badge winners

PumaKing1722has earned the badge Salud, Ideator
eruffinohas earned the badge Salud, Ideator
shairylhas earned the badge Salud, Ideator
Ferryantohas earned the badge Salud, Ideator
amaevers10has earned the badge Lightening (Mc)Learner

Show all badges

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Referral URL

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.