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Freshworks Analytics | Ask the Experts Session

19 days ago

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Customer Experience
Freshdesk

Freshdesk

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

3,882 Topics
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3882 Topics

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TanvikApprentice

asked in Freshdesk

Proactive Outreach Limit

How many emails can be sent in one outreach using the option of “Proactive Outreach”?

2 months 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

2186

1 month ago

KaleApprentice

asked in Freshdesk

List of Role Permissions

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets.

2 months ago

GaborSkilled Expert

asked in Freshdesk

How to give Freshdesk Agent and Field Service Tech rights to the same person ?

Hi,I have 3 people in my group.We deal with technical issues over the phone, email and provide on site support as well. I want to authorize all of them to see all the incoming tickets.Therefore I created their account as Agent. At the same time they are field service technicians. I enabled the Field Service Tech module in Freshdesk. I want to assign Field Service Tasks to these guys and use the Scheduling Dashboard view. Here we can see a calendar view and easily dispatch and visualize field service tech tasks.However only those people show up in this view whose account was created as Field Technician or Customer Service Manager. I experimented with adding multiple roles to the same person, in order to access the tickets and get the rights as field service tech, but it was not successful.Please let me know if there is a way to give parallel rights to the same person - agent and field service tech. BTW I browsed the community and read all the related articles for the solution, with no

2 months ago

IbelayaApprentice

asked in Freshdesk

I'm just checking how it works you can delete this message

2 months ago

gszelesApprentice

asked in Freshdesk

Is there any way to find who changed the group of the ticket?

I changed the group of a ticket. After a while (10-15 minutes usually) I’ve got a message that the group of the ticket is changed back to its previous group. Can I find somehow who changed the group of the ticket back?Thanks,Gabor.

2 months ago

boardsriding1Apprentice

asked in Freshdesk

Change the Card Descriptions

Can someone help me change the Card Descriptions in the portal ?

2 months ago

MarcinJApprentice

asked in Freshdesk

E-mails from agents not arriving

Since a few days we’ve been noticing the e-mails from agents often not being delivered.The message bounces back with a quite generic error:Reason: "The message did not reach this recipient after several attempts. This could be due to connection problems with the remote server or temporary problems, such as a full mailbox. Try resending the message after some time.. Any idea on this? It used to work fine for about 2-3 weeks before, new tickets stil get created so in general the inbound traffic works.Just to make sure I’ve also whitelisted the Freshdesk domain in our antispam filter in O365.It sometimes works and sometimes doesn’t, which is pretty frustrating for the agents and it ‘seems’ to happen mostly when there are 2+ recipients in the CC.

2 months ago

SudishApprentice

asked in Freshdesk

Delivery Failure Notification after setting up forwarding on Support eMail ID

Hi Team,We have setup out Office365 mailbox forwarding to the freshdesk mail ID and post that we are continuously receiving the mail delivery failure notifications.We have hence not been able to route our support emails to the Fresh Desk system.Could someone please help here.Thanks in Advance.

2 months ago

caygriSkilled Expert

posted in Freshdesk

The sadness after 5 year very disappoint client and honest review

Hello, I’m client from 2018 in freshdesk first with freshdesk and i migrate after few month in omnichannel plan. For 4y I havent any problem, also i’m value to move in freshsales. In less then 1y what happen in Freshdesk: i have change my type of company and now i’m startup. So they accept in startup programme and tell me you have credit for other service outside freshdesk and i decide to start using freshservice. 7 month of assistance request to understand why my account is expired..after 7 month 4 guys I talk one noted i’m not in the right server access! from 2y and several number of ticket i cant access in setting in freshchat...I open 9 ticket spoke with 14 guys and no one fixed. At least it’s “cache problem” I clean and they try to clean my cache browser still not work i ask to pass from omnichannel to classic freshdesk plan because freshchat my client not use also I have this problem, freshcaller i never use...and they reply to me we cant because you need to create a new account

2 months ago

eve062692Apprentice

asked in Freshdesk

Real Pending time

Hello, we’ve been trying to use the AHT stopwatch to find out the real pending time for every ticket.However, we figured out that the stopwatch only counts the time when the ticket is on an active tab (being opened by an agent).What we need is to know the total pending time regardless the ticket is on active tab or if we close the tab.Please help. Thank you

2 months ago

simon.bjurlingApprentice

asked in Freshdesk

Backspace removing extra space

I notice that other similar topics exist since earlier. However, this issue started for us just now after the recent big update just the other day.When removing the only remaining letter of a word using backspace, Freshdesk also removes the preceding backspace, moving me to the end of the previous word instead. Is this a reintroduced bug?This seems to only happen while replying to a ticket, not while creating one. Would appreciate any help!

2 months ago

rhea.desouzaCommunity Manager

published in Freshdesk

[RECORDING] Agent Roundtable II: Staying productive (and Sane) in the Contact QueueLIVE

WATCH THE RECORDING The second Agent Roundtable is no available on demand in the Freshworks Community! This time around we celebrate highly productive agents who have an uncanny ability to handle a large volume of chats, emails, and/or phone calls at a fast pace (and not at the expense of quality).

mariner01Apprentice

MWSApprentice

Dropdown Type adjusted to Roles/Groups

Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike

2 months ago

stevemcTop Contributor

asked in Freshdesk

Hide builtin fields in freshdesk customer or contact

Can I hide some of the built-in fields so that the agent does not need to see them? Specificallytwitter id mobile phone work phone Unique external idI am trying to hide these fields and instead have the req’d fields on top of form (name, email, company and one more required custom field I added)I did disable them from being seen by customers but can’t do so for agents. Here is screenshot:I would like an option to change “Display to Agent” I suppose its not possible but I think it should be if not.

2 months ago

MartinZApprentice

asked in Freshdesk

Email notifications not sending

I am setting up our new account. I created a test agent, using my personal gmail address. That address receives “Ticket assigned to agent” and “Note added” email notifications, but not “New ticket created” notifications. I also set up two agents with emails addresses using our company domain (so patti@ourdomain.com and debbie@ourdomain.com). Those emails received the original verification email for new agents (and I verified them), but they don’t receive any other email notifications. I’ve checked that the notifications are toggled on the DKIM verification worked fine. What else should I try?Martin

2 months ago

stevenjo57Apprentice

asked in Freshdesk

Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form? One like this?

2 months ago

Randy.LContributor

asked in Freshdesk

Can someone help me change the Card Descriptions in the portal?

I Have tried to change the cards' text to say something that makes more sense. Filling up a support ticket to Fill out a support ticket. But when I change the text for one, it changes the text for all the cards.This is on FreshDesk Pro <section class="container-fluid px-0 mt-16"> <div class="container"> <div class="row justify-content-center"> {%for card in portal.home_cards %} {% if card.show %} <div class="col-md-6 col-xl-3 mb-8"> <a class="card fw-horizontal" href="{{card.url}}" aria-label={{card.label}}> <div class="col-3 px-0 my-auto text-center"> <div class="fw-category-icon"> {{ card.image }} </div> </div> <div class="card-body col-9"> <h2 class="mt-0 card-title fs-18 line-clamp-2">{{card.label}}</h2> <p class="line-clamp-3"&gt

2 months ago

Rom5000Apprentice

asked in Freshdesk

Is possible to modify a field in ticket list ?

Hello everyone, I’have a little question about the tickets list. Members of my team want to make quick modification in ticket list with a costum field. Here is an exemple in attachament Little exemple to understand what i want Costumer create a ticket for a request. This ticket appears in the ticketlist We want to apply one of the option of this custom field (drop down menu with 8 options) directly in the ticket list. Can you tell my if is it possible or if any application can do this job ? Once again, apologise for my bad english, i really do my best ! Romain

2 months ago

JohanAnalistApprentice

asked in Freshdesk

Exporting AHT data for BI solutions

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts.

2 months ago

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