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I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?
Hi allWhenever I try and access my admin settings I keep getting a pop up on the screen that informs me 'You can easily solve 3x more tickets. Click on ? to find out how', however I cant get rid of this window.I click on the ? and it loads the announcements page, but whenever I go back to the admin screen I get the same window.Any suggestions?
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!!
We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!
We are developing an OAuth-enabled plugin and experiencing the following problem:- oauth-config.yml is configured properly and authorization is being passed successfully - "localstore" file is created and contains a valid "access_token" - whitelisted-domains are configured in manifest.yml - app.js contains the example code from https://developers.freshdesk.com/docs/oauth/ but- when testing locally there appears an "oauth not defined" message in console - in app.js get() method for the $request leads to the 400 Bad Request
Since last week we have a strange problem inserting a link in a message. When I click the link icon and choose "Insert link", the whole screen fades out to allmost white and there is no popup anymore to insert a link... But sometimes it works without a problem. (on the same computer, same day... just a few hours later) Now we can't insert links anymore... and we use this function a lot.
I found a bug in Fresh desk.At top of the screen Search button is not working only at first time it is working.Its makes me too difficult to search the multiple tickets.Every time am reloading the page and searching again for every tickets.Please rectify this issueThank you.
We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?
I see a really inconsistent transfer of canned response text formatting to reply emails. In all cases, the canned response has formatted text that includes ordered lists and sometimes bolded text. I usually have a second tab open where I find the canned response, then select its text and copy and paste it to the reply email. I use the windows right menu copy and paste. When the text is pasted into the reply email, the formatting is often lost. Sometimes all the bolded text becomes plain text. Sometimes the paragraphs run together, like line feeds are lost. I have manually reformatted the text in the canned response to be sure it is right and sometimes this helps but often it does not. What gives?
Hello Brains of Freshdesk,Is there a way for the feedback widget know the webpage the user is submitting the ticket from? I have implemented the widget on my website, but it seems like there's no way to know from which of my website pages the user has submitted the ticket.Ideally, I would like the webpage url to be one of the "pre-populated" ticket fields. Is this possible? If not, can you provide any other suggestions? Thank you in advance!Daniel
We have a freshdesk account (free, not paid) and we have configured automation there. The rule is if a ticket is created from any of the domains, move them to this group and send an email to members of that group. But I have tested multiple times, and its not working. Even I dont see any rule that got activated when a ticket is received, from ticket activities tab. Can someone please help on this.?
Requirement : How to make use Custom Views in the API ? Example:To view tickets in Unassigned queue, assigned to myself and colleague AndrewTickets in Open,pending status Steps to follow : Go to Tickets Tab -->> Select the filters -->> AGENTS - Me,Andrew,Unassigned; STATUS - Open,Pending. Save this view --> My View Each Custom View saved has a View ID.Address bar shows the View ID : 12200 Use this View ID in the API to view all the tickets
Hi, Im having trouble setting up the Jira Integration, Im 100% sure that username and password are correct, i've logged out of Jira and logged back in using the same credentials im trying to use here, but when i try to enable the integration i keep getting "Login Failed"Do i have to change any config on Jira?, Any ideas?Regards,Damian
Something appears to be happening for one particular customer, when I resolve their tickets I get an immediate and random response to the Default SurveyOn this ticket, I got 3 all different. Speaking to the client she wasn't even in work at the time, so my best guess is an auto-reply to the survey response emailToday i've received 4, again all random.Can we find out what the issue is?
Is it possible to add another value to the priority dropdown menu? I want a way of excluding projects from our SLA. For example, if i create a ticket to create a new image in time for Easter next year and set the status to project - i would like it to have a 3 month deadline.Any help would be much appreciated.Thanks
Hi,When we use the handy FreshWidget generator from the Admin tab, it generates the scrips and such to put a "Support" button on our website that autosubmits to FreshDesk. That is very handy.However, how do we autofill fields in the form that this FreshWidget pops up? For example, we'd like to set the requester field on the form to be the email that the user has used to login to *our* website, instead of making them type in the email.I don't see this documented anywhere, and unfortunately, without being able to autofill the Requester field, FreshWidget is not of much use to us.Thanks
Hi :)We're currently assessing Freshdesk for our company. From what we see in the forum It looks like it can take quite a long time for items get responses (although Annapoorna V seem to be trying to keep on top of things, apologizing for delays and so on). Also, delivery of items confirmed as almost done seems delayed for very long periods (CSS Editable portal being an obvious example).Is this typical of Freshdesk's quality of support to its customers? Should I judge the responses we would get for help tickets on the response speed in these forums?While the product looks good, it seems like the support isn't as responsive as it could be. Should I be concerned?Thanks for your feedback.
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