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I’m trying to add multiple groups to a ticket view so that supervisors who manage activity across a single client with multiple support streams (different support resource) can view the tickets, and anybody working across multiple groups can see them in a single view. Looking at Freshdesk, it seems to hint that this should be possible due to the fact it says ‘Agents is groups’ - but you can’t multi select groups to add them in? Any ideas?
Hi Team We just started using Fresh service ticketing system and wanted to ask a question. I made a master ticket and added 32 slave tickets to the master. I wanted to know if I enter a note and use resolve status code to close the ticket. Will all 32 users be sent an email notifying them that issue was resolved, and will the note be displayed?
Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.
Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. Thanks!
Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works
Is there any way to disable or change the messages that appear when you are waiting for a page to load in Freshdesk? You can see an example below. I discussed this with my teammates and we all agree that these message are annoying and sometimes even patronizing. Standard and widely accepted UI design would suggest that the message should tell the user what’s happening in the system. In this case, there is a delay while loading a page. Therefore a message like “Please wait...page loading” would be much more appropriate.Many of us Support Analysts have very stressful jobs and we have to work fast. Seeing messages like the following just further add to our stress because they are so annoying and patronizing. We just want the page to load as fast as possible when we are in a hurry. Messages that are seemingly funny to the Freshdesk Team are just making the users more aggravated while they wait for the page to load.“It’s a bird, it’s a plane, it’s Supportman!” - As a woman, I find this one
Dear Team, Based on the use cases and specially having Freshdesk tool in the Healthcare or in major business there has to be provision to reduce the SLA according to their process.We have seen all this possibility in every applications like Salesforce, Zoho, Zendesk,Kapture and many other. Its really important for freshdesk team to take this issue on priority otherwise there might be dropping rate of clients like us or more…Hope to see more inputs and some measures to work on this. ThanksNisha
Yesterday I received this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried again today and received the same error message.At this time, I received this error only for two different email addresses under the .de (Germany) domain. I can send email to theses adresses from a GMail account.Any explanation or solution to this issue. Thanks.
Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.
We are moving from using the portal to using the API. 1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages. This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API?
Apologies if this has already been answered, I searched the forum and was not able to find this scenario. We have setup automated Requester Email notifications for new tickets, and the notifications work perfectly if a new email is sent directly to our Freshdesk email (e.g. firstname.lastname@example.org), but we do not receive the Requester email notifications if our email (email@example.com) is a member of an email group. We have a group email box (e.g. firstname.lastname@example.org) that includes multiple people, including email@example.com, and we are not receiving automated Requester notifications when our Freshdesk email is a member of the group. Any ideas? Thank you!Steve
Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...
Hello, Any advice on how to prevent first line agents assigning to a specific internal group(s)?I have a customer that want to use shared ownership to escalate tickets. Have set it up like this: Team 1 Firstline → Global support (internal group) → dev team (internal group) Firstline should only be able to assign to Global support and not the Dev team. TIA Daniel
We’re a special needs school evaluating Freshdesk for use as an internal corporate help desk system. We’d like to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority. We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an “Urgent” priority ticket submitted with the category and subcategory “IT->Internet Access Down”.Unfortunately, the SLA “Conditions” are very broad (Company, Group, Product, Source, Type, Contact Segment, Company Segment) and don’t allow creating an SLA based on ticket criteria.I’ve also looked creating a new “Ticket Creation” automation hoping I might be able to handle setting the SLA. But while I can select the desired ticket Category, Subcategory, and Priorit
Hi there,we use Freshdesk in German and can see the messages in the window “What’s new in Freshdesk” in the upper right corner in German as well. But it seems that there was no update on the latest release notes since August 2021. When I switch the agent’s language to English I can see much more news, the latest one is of Oct. 18, 2022). Could you please update the German translations for such release messages as well or, if not possible, disable German release notes in the German language setup and show the English news instead? Thanks.
Hello, I noticed today that all of a sudden my analytics reports are missing the metric names in the widgets. I have some widgets that compare a metric over this week/previous week, or this month/previous month. Now those names are missing from the widget so other users can’t tell which is which! They’re missing in the Freshdesk portal, as well as the daily PDF export. Did this feature get removed or am I missing something?
I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket. The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?
We have been dealing with an issue for some time now, as described below: Starting point: Ticket showing Next Response Due flag (not yet expired) and Resolution Due (not yet expired).If we edit the Resolution Due to a later date before sending a reply to the customer, then our reply to the customer does not update/clear the Next Response Due flag, and the Next Response Due field is effectively broken and will no longer update at all.Conversely, if we reply to the customer first which updates the Next Response Due as expected, then we can update the Resolution Due field and the Next Response Due field will continue to work going forward.Essentially, if we mistakenly do things in the “wrong order”, we end up with a broken field in the ticket for the duration of the ticket’s lifecycle from that point forward. We’ve brought this up with FreshWorks support, and have been told that this was “by design”, although we can’t fathom why that would be the case. Their statement was “Once the due
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