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using a 4k monitor the "table view" does not fit the width of the screenit has a fixed width and scroll bars at the bottom of the pageAbout 50% of my screen is gray with a border down each side I have to scroll to the bottom of the page to find the scroll bar to move left and right to see the columns.all columns should fit on my screen and the 50% of space down each side should be used Using Chrome
IF you were listening, you'd give us the OLD interface, you know, the one that isn't buggy and laggy as heck, back and tell us you won't be adding new features to it. THEN WE could decide WHEN we'd like to move to this new, MUCH MORE CONFUSING interface.Since you AREN'T listening, maybe you could fix a very basic issue where when you backspace to delete a word, it automatically deletes the space once you delete the last character, and now you're typing your word attached to the previous.Example: I type "...this is where hoswe" I press the backspace key to delete only the "hoswe" characters, and start typing and it does this: "...this is wherehoses come in".
Contact Import says completed 0/0 when completed. It doesn't import any of my contacts or notify with an email of the results.I got my import template from the export file that was emailed to me from Freshdesk.I referenced the import/export article.When i upload my CSV file it recognizes the name and email fields. Not sure what I am doing wrong.Thanks
Does anybody have an idea on how to create a ticket automatically from an existing ticket?We sometimes need to branch off one or more tickets from the main issue a customer raised. You know the type: While discussing one issue, the customer now raises another request in the same thread. Often, these can be done in paralell.Is there a way to split this off automatically? I can do it manually and select groups, priority, and so on, but we have a few cases where this happens so regularly, that a Scenario would be the ideal option:So you execute a Scenario (say, SLA update order) and it automatically creates a new ticket for that customer, selecting the right group, populating a set amount of fields and you're good to go.There's no way to do this out of the box, but has someone found a work-around? Or an idea for one?
When trying to create an Issue from a new ticket using the 'Create a new issue' link in the Jira tab on a Freshdesk ticket. I see a list of users from Jira. But I'm unable to select any.The only option that will allow to be selected is 'unassigned'. I've tried with multiple projects in Jira and they all behave the same. I can't select any users from the listOnly Unassigned is selectableWhen selecting any other users it just reverts to -- and I'm unable to create ticket
This really should be an extension to this discussion: https://support.freshdesk.com/support/discussions/topics/324891?page=1However, it looks like FD folks have gone silent there, so I am starting a new topic for this old issue.The title mostly covers it-- backspacing sucks again. When backspacing back to the first letter of a word, it will then auto-delete the space between that word and the previous one.Seems like a small issue, but it when you think about how much backspace is used (particularly if you suck at typing - ie. me), then the added time of correcting this extra deletion is infuriating. Please go back in and fix this bug... again.
Hi -I’m doing a query to find all tickets that have NOT been updated for several days.Per the V2 API documentation, I’m using the following query (replacing domain with ours, and encoding the URI - but I’m showing the unencoded version here for clarity):https://<domain>.freshdesk.com/api/v2/search/tickets?query="(status:2 OR status:3 OR status:6 OR status:7 OR status:9 OR status:17 OR status:18 OR status:20 OR status:22 OR status:23) AND (updated_at:<'2021-12-01')"The encoded version is:https://<domain>.freshdesk.com/api/v2/search/tickets?query=%22%28status:2%20OR%20status:3%20OR%20status:6%20OR%20status:7%20OR%20status:9%20OR%20status:17%20OR%20status:18%20OR%20status:20%20OR%20status:22%20OR%20status:23%29%20AND%20(updated_at:<%272021-12-01%27)%22&page=However, in the results I’m getting tickets that have been updated on 12/2, 12/3 and 12/4 so it does not seem to be honoring the updated_at and less than/before operator.Help?
When I am logged in to FreshDesk, and for whatever reasons my browser window is closed, I remain logged on in the background, and when trying to log in again I get an error message "You don't have permission to access this portal" (see attachment).Waiting long enough will solve this automatically, but is there a way to either force a log-out or solve in a different way.
Hello,Reports on ticket data can help you with insights on how well your team is performing. Building a great customer support team goes beyond just reporting. How would you ensure that your team is customer-focused, empathetic and good understanding about your product?At Freshdesk, we do weekly conversation reviews where we pick a sample set of tickets based on a few criteria (CSAT, number of conversations, etc.). This has immensely helped in identifying training needs, fixing documentation issues while making sure the team is motivated to constantly improvise the way they handle tickets.How do you do the conversation reviews for your team? Start sharing your recipes with the community :)Cheers!
I’m new to Freshdesk, but I can’t figure out if FreshRelease is still usable as an integration with Freshdesk. It would give me everything I need, Ticketing for CS, and then when there’s an escalation would allow me to put the ticket into a larger plannable task or project.
When using Freshdesk website and looking at a specific ticket, the emails are listed in chronological order down the page as a timeline of the issue. This timeline even includes notes and emails sent from the responder to other departments in pursuit of a resolution.I cannot see how to acquire this timeline list using the API. For example, the ticket data does not seem to include any "thread id" or similar.Can anyone help?Kind regards,Bill
Looking at the freshdesk.conversation table I'm trying to figure out the best way to distinguish between phone calls, emails and text messages. There's a field in the table called 'source' that has numerical values but I'm not too sure what those values map to, or if thats the right field i should even be looking at.Does anyone know how can i tell whether a row in the conversations table is either an email, phone call or text?
This seems like it should be a standard feature but I have agents that are apart of more than one group and when Load balanced ticket assignment is on and say the limit is 25 tickets, if they have 24 tickets from one group and 1 from another, they will not get new tickets assigned. What should happen is you should be able to use Load balanced ticket assignment per group, ie: 25 tickets max assigned to group A and 15 tickets max assigned to group B.
In the Solutions article describing Contact and Companies Notes (https://support.freshdesk.com/support/solutions/articles/233136-customer-360-get-complete-context…) it says the following with respect to Company Notes: "Additionally, you can categorise the note as either General or Testimonial (default values) using the dropdown menu while creating or updating the note". While this is true, and works for me, I was unable to figure out where to change these default values. I have a number of other categories which I would like to be able to add. After contacting Support, they said there currently is no way to change those defaults, and they would open a feature request for it. Nevertheless, I wanted to post this request in the forums as well, and hopefully build some support for this in the community.
Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel
Hi there,I''d like to display a group of folders, from a SPECIFIC category on my support home page. I understand the very basics of liquid but I'm having trouble writing the proper syntax to call in the folders. I have multiple categories. One category is titled "Knowledge" with 12 folders. I want to displays, on the home page, ONLY the Knowledge Category, and its folders.Here's what I'd like the code to do*The Loop starts Here* Get The Category Titled "Knowledge" Display the Category Title Display ALL folders inside that Category Knowledge Display Folder Name Display Folder Description*The loop ends here*I would love some help writing the liquid statements for this. Thank you very very much in advance!----
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