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Freshdesk

Freshdesk

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4,105 Topics
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4105 Topics

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athomasContributor

asked in Freshdesk

Legacy Reports VS Analytics

Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?

2 months ago

RWSHollApprentice

asked in Freshdesk

Would you please share your experience with Fresh Desk please?

I am reviewing Fresh Desk for a college project, and I need to include some User Reviews. Would someone please share their Fresh Desk experience with me? 1. How long have you been using FreshDesk? 2. Do you have any concerns about security when using FreshDesk? Email security, phone security? 3. What do you like the most about using FreshDesk? 4. Do you use the M.S. Teams with Facebook? 5. Have you created a knowledge base for your clients so they can help themselves? 6. Lastly, do you use Canned responses to save your agents the time of replying to common questions?

2 months ago

MP2023Apprentice

asked in Freshdesk

Can we have the ability for the User/Requestor to view the tasks which we as Agents assign

In freshservice we've noticed that the User/Requestor can't see the tasks which we as Agents assign to that ticket.A ticket could have lets say 10 or more tasks for that one request and from a communication stand point it would be really beneficial to allow the User/Requestor access to see them.

2 months ago

Abhishek Sharma IntanglesContributor

asked in Freshdesk

Group Redirection based on to email address

Hi,Is there any way to redirect a ticket to group, when a specific email is mentioned in “to” email address.

2 months ago

TRUNG LEApprentice

asked in Freshdesk

Is there any solution to show chat function for only logged in users

Hi,I enabled the chat on Freshdesk portal but I just want it available for logged in users.Is there any setting or solutions to do it?ThanksTrung.Le

2 months ago

Sarvajit KrishnaApprentice

asked in Freshdesk

Expand description in the new ticket page.

We want a feature to expand the description in the new ticket page like how we are able to expand the reply/description inside a ticket details page.We would like to have this feature:In this page:

2 months ago

sandip247Apprentice

asked in Freshdesk

How i can fetch more than 300 tickets in ticket search filter

Here per page limit is 30 and the page limit is 10 so how can i get all the tickets if i have more than 300 tickets

1 month ago

batlbApprentice

posted in Freshdesk

Scammers using support@helinga.freshdesk.com

Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it. Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.

19 days ago

daithecwmApprentice

asked in Freshdesk

Edit existing Sprout account self service portal content

First post here on Freshworks so a Big “Hi” to All!Also, apologies if this topic already appears elsewhere - have searched!OK - our Sprout account was opened some 4 years ago and is in daily use. The admin that set up our self service portal content has left and we wish to edit this content. Although the Portal is “active” - viewable by users - there doesn’t appear to be a way to edit the content.If there is a mechanism to do this - I may have missed this option - could you please let me know? Thanks. David Williams - Extinction Rebellion UK

2 months ago

tommyvanaukenApprentice

asked in Freshdesk

Is there a way to get the full DOM so I can edit the html of specific dropdowns?

I want to edit the ticket page so that instead of a dropdown it is cards that users can click to submit specific types of ticket (linked to the built forms). I’m unfamiliar with the liquid language and anyways don’t know the internal schema of the database so can’t really use that language to attempt what I’m trying to do.

2 months ago

Josreny BotardoApprentice

asked in Freshdesk

Create automatically issue in Jira

Hello friends, ask, it is possible that the ticket that is created in freshdesk is generated automatically in Jira, without having to do it manually, that is, without having to enter the ticket in freshdesk, search for the Jira Plus app and press the "Create Ticket" button

2 months ago

tommyvanaukenApprentice

asked in Freshdesk

Can you have user generated fields?

We have a business need that we were hoping FreshDesk would be able to resolve. We run a Learning Management System as a service. One of our services is to add courses and Instructor Led Trainings. Two of the components of an ILT are Sessions and Events. There is no set cap on how many sessions and events an ILT can have. An event, or more likely, events reside inside a session. So, in one ILT, you could have:2 Sessions each with 1 event5 Sessions each with 3 events50 Sessions each with 6 events.This goes on ad infinitum. We want to capture all new ILT requests (no matter how many sessions or events they have) with the least amount of fields possible. For example, a customer logs in, sees the form for requesting an ILT, types the number of sessions they want, that number of conditional fields automatically populates. Is this doable? I have no idea how to do this in fresh, or if it is even possible. You can accomplish this with survey tools, but we got a ticketing system to process requ

2 months ago

brownaeContributor

asked in Freshdesk

Adding fields to customer ticket list view

Hello,We want to add the ticket type to the ticket list view to make it easier for our customers. Can someone help me customize the portal to include this? Right now, it displays as such:Ticket subject #ticket IDCreated on date via ticket source

2 months ago

bravoApprentice

asked in Freshdesk

BubulinoApprentice

asked in Freshdesk

After pressing button Submit on "new Ticket" page: Errorpage!

HelloIf I call my Ticketsystem, I can create a Ticket (Text and so one), But after clicking create/submit, there is a errorpage! What do I wrong?Thanks for your ideas,Markus

2 months ago

reuvenSkilled Expert

asked in Freshdesk

why doesn't sending a ticket to spam show in the "recent activities" list, just like deleting?

We like using the spam filter so we can add to blocked addresses. Hey, I see I can edit my QUESTIONS here… so why not have the edit option in the ideas section too, instead of the messy workaround of adding a new reply…..

2 months ago

lkeyesContributor

asked in Freshdesk

Secure the Freshdesk portal to staff only.

Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines. How to do this?

2 months ago

tim_13447Apprentice

asked in Freshdesk

Ticket Properties > Topic list will not stay in order that I specified

Hi,I realize this is a known issue but can someone please explain when this will be fixed? I have added topics over the years we have used FreshDesk and always kept them in alphabetical order. They are no longer in that order. Now they seem to be in the order they were added (but I’m not really sure that is what it is). It’s a pain when you are trying to work and having to scroll up and down trying to figure out where a particular topic is. All the other Ticket Properties seem to respect the order I put them into. Why doesn’t the Topic list? Thanks!Mia

2 months ago

AdworkNetminApprentice

asked in Freshdesk

Network Discovery Probe integration

My company recently implemented FreshDesk as our service desk of choice, I wasn’t part of the initial set-up but i’ve now been passed the job of supporting the service, including the use of the Network Discovery Probe for asset management.So far we have 330 devices showing inside the asset inventory section of the service desk however, there are 664 devices successfully scanned inside the FreshService Probe located on one of our servers and I cannot work out why those remaining 334 devices are not appearing in the online inventory.It is very selective in the devices it picks up, for example we have 10+ switches and only one of them is appearing in the online inventory even though the others have been successfully scanned (device name is recognised and scan returns successful). The same SNMP settings are mirrored across all these switches so to me it is a mystery why only 1 appears. Any help is appreciated!

2 months ago

PavithraSelvarajApprentice

asked in Freshdesk

Unable to open/download attachment from Freshdesk ticket

We have made a custom app for integrating Freshdesk and Zoho.We are creating issue in Zoho by passing ticket details and also file attachments url.We are facing some issues when opening those attachment files on Zoho side.File is not opening properly.We are using request package for sending files.Kindly guide us on this issue.

2 months ago

GaborSkilled Expert

asked in Freshdesk

How to present on a map the physical location (customer address) of Freshdesk Tickets or Service Tasks ?

Hi,Is it possible - even using a 3rd party integration - to show the location of Tickets or Service Tasks on a map ? What is important that we want to see the location of several ticket sor service tasks on a common map at the same time.The scenario is the following.Our service team needs to plan visits to clients who have a faulty equipment.Creating an optimal route for the Field Technicians is much easier if we can see all the locations that require a visit on a map. We can pick a few of those that are close to each other. I have found that there is an existing integration for Freshworks with Mapsly.https://mapsly.com/integrations/freshworks/Can this integration be applied for Freshdesk as well ? Thank you if you share your experience or give an advice to this question!

2 months ago

Khadija AliApprentice

asked in Freshdesk

redmineup

Hi Freshworker :D hope you all well :) I’m wondering if someone linked redmineup with Freshdesk ticketing system or any type of automation?

2 months ago

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