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- 3,972 Topics
- 10,462 Replies
Info about the recipient and people in cc are lost when forwarding
Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk. So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off?
Create a ticket via a query string
Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234
Sort ticket events (most recent at top)
I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.
Expanding solution view to full page without log in
I am setting up solutions in my Knowledge base and then people using my web app can access the solutions via the Freshdesk widget on the site.I have set all the solutions to make them visible to all users.The solutions show in the window on the page but when they click the expand button to see the solution on a full page it says they need to be logged in. What am I doing wrong?
New Ticket Created when replying from FreshDesk
When I receive an email ticket and reply directly from Freshdesk, that reply is somehow creating a new ticket in FreshDesk. Any client responses also create new tickets, and do not attach to the original ticket. Not sure what is going on, but cannot figure out how to fix it. Please help!! ~ Lauren
I want to integrate Freshdesk With Laravel 7
Hi everyone,I want to integrate freshdesk with laravel 7. I tried following packages but they seems outdated.https://libraries.io/packagist/kepcloud%2Ffreshdesk-laravelhttps://github.com/mpclarkson/freshdesk-laravelhttps://github.com/zenichanin/freshdesk-laravelplease suggest any solutions .Thanks
User deletion time
I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account. I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account. Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.
Emailing external contacts from existing tickets
I am evaluating FreshDesk and generally pleased with what I see. However, I have a use case that doesn’t seem to be addressed. It seems like a pretty straightforward situation so I hope this is just me missing something.A VA at my company creates a ticket (initially for internal discussion). We work the ticket and come to a conclusion or fix the issue. We then want to email a customer. We need to track that email in the ticket so that everyone is aware. IMPORTANT : Until this point the customer has had nothing to do with the ticket.I am stuck on this, as follows...As I understand, I can’t use Reply, since there is no previous communication with the customer so his/her details are not available. Forward is not an option since that would include the whole (internal) discussion in the email sent to the customer.I am hoping that someone can put me out my misery and tell me how to achieve this. This would be a very common use case for my small business. Thank you.
Editing ticket title
While I am enjoying FreshDesk as I evaluate it, I am surprised at some basic usability issues (given that it is a mature, well-funded app). Case in point, editing the title of a ticket could be a more streamlined. I do this quite frequently and find it frustrating. Here’s what I would like to see.In a list of ticket allow “in place” editing of the title, without having to open the ticket. This could be as simple as a small “pencil” icon, to edit. Columns like Agent are editable in the list, so I am not sure why the title can’t be. Similarly, when I have a ticket open I’d like to be able to edit on the form itself, instead of the three dots (which already de-emphasizes a common option) → Edit Ticket Details → <Make my change> → SaveThese are not showstoppers for me but, for a pretty common task, the number of steps required to make these changes is worrisome in terms of some other usability issues I might find as I explore more. PS: Of course, I’d like to learn that I have simply
Setting up new Agents using VPNs
Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks
How to the add custom fields to the Customer records ?.
Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy
FreshDesk - Only some customers can view solutions
Good morning,Can I make certain customers see only certain solutions?eg customer A (company XX) has customizations that customer b (company YY) does not have. Can I make it so that customer A can see some solutions related to his customizations and customer B does not see them?
Admin account that does not eat an agent license
Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)
Error integrating slack
When I am trying to integrate Slack on Freshdesk, there were 2 problems.the channel I want does not appear on the list. It looks like I am having the same problem as here? after adding a random channel in my slack workspace, I still get an error message just like I tried installing the slack after removing Freshdesk app from slack but still the same. Can anyone help me out on this issue.
Trello/Freshdesk powerup - costs and actions available
Hello, COST : I am looking into the Trello powerup for freshdesk. I see that I need to buy the app on Fresdhworks market place ANDI need to have a paid trello account + pay the Trello App 3$/agent. Am I understanding it properly? ACTIONS:Does the power up work for all my emails on Freshdesk? Can I check items on the checklists in the Trello card directly from Freshdesk? Can I move a card from a list to another from Freshdesk?Thanks!
Views with IF statements
Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view. What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view.
i need a customer services support for my business
hello, recently i am launching my own small business which is based on home security. and i created a website which i enter all the information of my services which i provide to my client so suggest me can i hired a customer support team which managed my work or not. see my website here is link and suggest me the best option thanks.https://checkmylock.com/
Issue with email delivery
In the last few days I seem to be getting an unusual amount of undelivered emails. This is the error message “Message bounced - Temporary errorWe were unable to deliver the message to this email address due to connection issues with the remote server or the recipient’s mailbox is full. Please try sending the message again after some time.” Is this a wider issue or just me (and if me, any ideas why)?
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