Read, learn, and solve about our Support Desk product.
- 3,654 Topics
- 9,599 Replies
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
Hey Everyone… We are trying to overcome a problem that we have routing tickets to multiple groups in Freshdesk, but using only a single support email address. In other words we would like to have two separate support functions but only one email for them. It seems FD can only achieve this by adding separate support emails for each group. Has anyone else had this problem and created a solution ?
Love the Knowledge Base Analytics. It’s very useful to see how the team is contributing. I would like to know if there is current or planned functionality to pull analytics based on users accessing KB articles? For example, how many times did a user navigate to the KB and then open a ticket? We can see this within each individual ticket, but it would be helpful to pull a report that shows this at a glance. If it could be broken down by company and then user, it would help us to identify gaps in our knowledge as well gaps in the client’s understanding. Any help here?
Hi Everyone. I can’t find an integration or option to do this anywhere.My team bills customers via time, and they aim to clock up approx 4 hours a day of booked time to tickets. Is there anything in Freshdesk that anyone knows that will show agents their total booked time by themselves across all tickets they’ve added time to today on the screen? Thanks,Jon
Hello!Recently some of the widgets in our analytics reports have broken, showing ‘Something went wrong’ instead of an image we had originally placed there. They have always worked previously but now looking back at all the reports we have made they are now showing Something went wrong. I do not believe anything has happened on our end so I was just wondering if there has been an update which could have broken these images and widgets. Thanks,Abbie
I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?
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
When trying to export all tickets under a date range, when filtering by start mm/dd/yyyy when selecting the starting point (Jan 1, 2015) and the end point (Aug 4, 2022) the year filtering stays within the same year as last selected. IE you cannot select anything outside of the last 30 days of whatever the last year setting you make. The second you select the ending time the date automatically switches to 30 days from the new selection. I’ve also tried selecting the dates by the arrows but no matter what I do the date sticks to 30 days. This makes zero sense. I need ALL ticket history for a company.
If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load.
Is it possible to setup an email notification when KB Articles are going to expire in X number of days. I know that the author will get an email. However, if the author has left the company we would like to know that their article is going to expire. So if we could send a notification to an email address so that the author AND this email address would get an email when a KB article is going to expire that would be helpful.
I have trawled through the posts and comments and while there are lots of useful info none that I can find to help with my particular issue. The problem I have is trying to track how long a ticket spends within a particular group. If a new ticket spends 3 days with a Tier 1 support group and is then escalated to a Tier 2 support group the ticket appears to be 3 days old and there is no way to identify whether Tier 2 have only just received the ticket or have received the ticket 3 days ago.
I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks!
Hello everyone! Is there a way to automatically assign the requestor of a ticket based on the currently logged in user? Our Freshdesk system is for internal use only so all requestors have a login to the portal. Can we pre-populate the requestor field with the logged in user name?Thanks!Mike
Hi, I am newbie with freshworks, and I am trying to use the help widget, I have an embedded code for the widget, but it always get an error and when I check the call it made to he API, the response is always "widget_id_not given". Has this happened to anyone or can you help me?
Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks
Steller Construction is a fast-growing commercial and residential construction company serving Powell, Westerville, Worthington, Dublin and southern Delaware. Founding in 2013, Steller combines high-quality, meticulous craftsmanship and years of business and operation knowledge to give clients a smarter, faster and more reliable partner for residential and commercial construction.
Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue? Regards & Thanks Dery
Hi everyone Hope you are doing well. I need your help for this issue: I need to connect to an API, this API is private and you can connect with the API using the authorize domain wich I provide to the owner of the API ( in this case the authorized domain is my instances of Freshdesk Omnichannel ). Now my question is: To connect with this private API i need to put the url domain of the API and the url of my instances in the whitelist domain to indicate that the request will be from my instance. Is that right ?Once again thank you so much for your help.Regards
Hello All, I am jansom. I am new to this community. I'm a Software Strategist & Digital Marketing Specialist. When I'm not working, I like to go off roads, do adventure sports, and try new cuisines. I find technology very intriguing and would love to share ideas to make this globe a better place to live. So right now I just looking for some CRM forums & communities and I got this. But I couldn't find an intro or new member thread, so if its not against the community guideline so love to start new one. So I'm starting with me, I would like if others will also join. Here Is my Website. Thanks & Regards
Hi everyone.Hope you are doing well. Right now im bulding and end user app and I would like to know if its possible to hide this fields in new submit ticket in user portal: and show that fields in the user portal ticket: Is that possible?I would like to know too if its possible to print information in those field that are only visible in ticket details:
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.