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Freshdesk

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  • 3,446 Topics
  • 9,067 Replies

3446 Topics

Judum
Apprentice
JudumApprentice
asked in Freshdesk

How to have an hyperlink under a catérogy?

Hello I want to have a sort of button in my home page.when I create a new category, i have a new button, that link to the list of topic of the category. Can I creat a category with no topics, and just a link to anotehr website? Thanks

1
niveditalakraa
18 days ago
Lawrence
Apprentice
LawrenceApprentice
asked in Freshdesk

Preview is not working

Hello,When I access the portal preview and then update portal settings such as background color, the changes do not take effect until I reload the preview pageTo see the new modifications, I have to close the website and click on the preview again.When you're working on a portal and can't see the changes right away, it's incredibly annoying.Is it possible that the developers will be able to solve it?Thank you very much.

0
Lawrence
Apprentice
3 months ago
nance7
Apprentice
nance7Apprentice
asked in Freshdesk

Is it possible to have confidential Articles not visible to all contacts?

Hi,Is it possible to have confidential Articles not visible to all contacts?Thanks for any response!

1
K
Community Debut
3 months ago
D
Apprentice
DanielchApprentice
asked in Freshdesk

Navigation menu to Knowledge Base

Hello.I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work.Something like:Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated.Thank you.

4
msotak
Community Debut
2 months ago
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Freshdesk

Ticket Update Automation - auto close?

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

7
foxcubmama
Skilled Expert
3 months ago
D
Apprentice
dpyleApprentice
asked in Freshdesk

Duplicate tickets with Distribution Groups

So I am relatively new with Freshdesk.  I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect).  The challenge is that when someone else in that distribution group replies, a new ticket is being created each time.  So for my case I have a ALL group that is frequently used to send notifications to all employees.  When employee A sends the first email it works as expected.  A ticket is created in FD, and that employee is set as the client.  The issue comes into play when Employee b responds.  When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD. This also happens with when the ALL group is CC’ed on a reply in a ticket.  Any reply back is creating a new ticket.

0
D
Apprentice
3 months ago
V
Apprentice
Vignesh RajApprentice
asked in Freshdesk

Need changes in SLA

Hi, Customer would like to reduce the first response time to less than 15 minutes as there's an internal policy where an issue has to be addressed or the ticket to be tagged to a respective Customer Support Agent by helpdesk agent within 5 mins of the ticket having got generated. It would be more helpful to us if you could provide us the solution with regards to the change of minimum first response time in the SLA.

1
Keer
3 months ago
M
Apprentice
MckHelpDeskApprentice
asked in Freshdesk

Options for backup of Freshdesk solutions content

Hi,Now storing a lot more “solutions” for our help desk staff.  What provision or options do we have to make sure we do not lose all these valuable notes?  I see an export to xml but not very user friendly and would have to remember to periodically download and store the data. Thanks,

1
foxcubmama
Skilled Expert
3 months ago
Triin from Ampler
Apprentice
Triin from AmplerApprentice
asked in Freshdesk

Comparsion for statistics for month and week

Hello,you team has let us know that there is no way to add in analytics a statistic board with comparsion. For example per month performance compared to last years. In November 2021 we had this many tickets and in November 2020 this many. This all as a bulk diagram or as chart. Right now analytics does not show it in a good way, Would this be possible?  

0
Triin from Ampler
Apprentice
3 months ago
T
Contributor
todd_11602Contributor
asked in Freshdesk

We are sorry but you have been restricted from this helpdesk webpage

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/  

1
Keer
3 months ago
roman-satoshilabs
Apprentice
roman-satoshilabsApprentice
asked in Freshdesk

Preview not working while saving the new settings

Hello,when i open the portal preview and then i update the portal settings like background color and then i reload the preview page the changes will not take effects. I have to always close the page and click on the preview again to see the new changes.This is very frustrating when you develop the portal and can't see the immediate changes.Is possible for devs to fix it? Thank you

0
roman-satoshilabs
Apprentice
3 months ago
roman-satoshilabs
Apprentice
roman-satoshilabsApprentice
asked in Freshdesk

Customize portal search_form snippet

Hello,i want to ask if there is any possibility to customize snippet "search_form" ?We would like to autosuggest also categories and folders not only Articles.Even your API doesn't provide searching for Folders and Categories names.Thank you

0
roman-satoshilabs
Apprentice
3 months ago
cfsdcfsfv
Apprentice
cfsdcfsfvApprentice
asked in Freshdesk

Channel view not chipping away at Win/Chrome and Mac/Chrome, Mac/Safari and Mac/Firefox

We experience an issue with the channel view:Open the ticket outline list. All that turns out great, we can utilize the channel (Due at.... Today, Tomorrow, ...) without issueticket outlineThe channel (Due at... Today, Tomorrow...) doesnt work any longer.We want to reload the page totally. After this, the channels are working accurately once more.Is there any workaround to determine this?Much appreciated

5
bcf
Community Debut
11 hours ago
PaulM
Apprentice
PaulMApprentice
asked in Freshdesk

Support. Email. Ticket Response copies mailbox

HiI have configured my company’s support email box to forward onto my Freshdesk support mailbox. This is working well.However, when we respond to a Ticket on Freshdesk it, by default, adds our company support mail address as a CC (copied) addressee. Is there a way to prevent this? We don’t want to, by default, CC ourselves on ticket responses.

1
niveditalakraa
18 days ago
Siaw
Apprentice
SiawApprentice
asked in Freshdesk

Email Notifications

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

1
vinothkumar.manoharan
Skilled Expert
3 months ago
PaulM
Apprentice
PaulMApprentice
asked in Freshdesk

Notify Group when Requestor Replies

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

1
vinothkumar.manoharan
Skilled Expert
3 months ago
tmullanix
Apprentice
tmullanixApprentice
asked in Freshdesk

Strange line spacing in Articles

Hi All,We’re seeing strange spacing in our articles. Here’s an example of a previewHere is what it looks like when I edit it. It is set to normal, Helvetica Neue, and 16pt. How can I control all the white space around the unordered list? Ditto on a single blank line looks like two blank lines. Thanks,Todd

1
niveditalakraa
18 days ago
J
Apprentice
JohnEXOApprentice
asked in Freshdesk

"Send and set as" defautl Send button

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time… 

1
Juliana Rozario
Community Debut
1 month ago
Khiman
Top Contributor
KhimanTop Contributor
asked in Freshdesk

Freshdesk Analytics - Grouping survey results by company

Hello, I don’t see any option to group analytics by company for survey results.Is this possible ? Thanks

1
Khiman
Top Contributor
3 months ago
J
Contributor
JaapbgContributor
asked in Freshdesk

How to add/use company fields in analytics

I would like to use fields from the Companies in my analytic reports.e.g. I show how much tickets per company, but also need to show how many tickets per Industry and Account tier.Also would like to use customer fields from Companies to get better context in the reports.e.g. a company with a small number of locations submitting x number of tickets, might be telling a different story than a company with a very large number of locations submitting the same amount of tickets.The tickets are linked to companies, and the companies contain this information, so data technically it should be possible (I expected the fields to be available for e.g. group by)Can this be achieved somehow within freshdesk analytics?

1
Khiman
Top Contributor
3 months ago
Senthil1323
Apprentice
Senthil1323Apprentice
asked in Freshdesk

Filter using a single-line & Multi-line text field in the Analytics

Dear Fresh desk Team, We were given hope that we will be able to fulfill all our requirements from the Analytics of Fresh desk. But it is really very sad, that the Tool is unable to pull out the data which are filled in the single-line & Multi-line text fields. I have seen many posts on the community page where the answers are like “ this feature being picked up and will keep you posted herewith any progress on the same” from past 4 months. We have recently upgraded to the PRO Plan mainly for this reporting purposes, but Fresh desk had failed to provide 100% support. This is like “Fresh desk Tool is supporting analytic part but cant fulfill customer requirement”.Would request the concern to look into this feature asap and do the needful by fixing the gap.Regards,Senthil

1
SpeedRacer
Top Contributor
1 month ago
jagandev
Apprentice
jagandevApprentice
asked in Freshdesk

How to use bash scripts in backend

How to use bash scripts in backend for monitoring some services and I want get their results in freshstatus front end. Please suggest me 

0
jagandev
Apprentice
3 months ago
vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharanSkilled Expert
asked in Freshdesk

Need to set up BCC Email for all Communications based on Ticket conditions

 Need to know the possibility to send all outbound emails (automated as well as agent replies) with one of the email Id in BCC. This email Id could be different from the “From“ email Id with which the replies are sent. Need to selectively apply for tickets which satisfy a set of criteria like if product = xyz OR Issue category=abc etc. Possible?

1
Keer
3 months ago
S
Top Contributor
Steve CTop Contributor
asked in Freshdesk

Password reset e-mail getting sent.

Hi all. Bit of an odd one (to me anyway), when we resign an agent (convert to contact > delete) the system is somehow picking up the password reset e-mail and sending it to the resigned agent. I can’t see where the system is picking up the reset e-mail to this, I don’t think it is part of the requester notifications in e-mail notifications. Wonder if anybody has any ideas please?{{portal_name}} password reset instructions Thanks  Steve

0
S
Top Contributor
3 months ago
vsoto
Apprentice
vsotoApprentice
asked in Freshdesk

Updated_since not returning older tickets

According to Freshdesk documentation, i can retrieve older tickets through the API using the updated_since parameter in the url query. My query have multiple parameters, and everyone is working besided adding updated_since.  My query is:  'https://buk.freshdesk.com/api/v2/search/tickets?updated_since=2019-01-01T01:00:00Z?query="(type:Incidente OR type:Problema)"&page={}'.format(page)  (The format(page) is to paginate through pages). If i remove updated_since, the query works perfect but it only retrieve the last 30 days tickets.

0
vsoto
Apprentice
3 months ago

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