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18 days ago

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Freshdesk

Freshdesk

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3,442 Topics
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TaylorContributor

asked in Freshdesk

Where is the documentation for sending hypermedia to AWS through the API ?

I see the endpoint firing, and I see how that stream is constructed from the attachments sample, but it doesn’t use the normal Api endpoint auth, it only returns 403 Unauthorized whenever I try./api/_/attachments is the endpoint I’m referring to. How do we Authenticate with it ?

3 months ago

mcperr3Apprentice

asked in Freshdesk

Adding fields/columns to contacts view

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

3 months ago

mcperr3Apprentice

asked in Freshdesk

Requester Department

I would like to be able to sort my tickets by requester department (e.g., sales, production, packaging, etc) either via a custom ticket field or a custom customer field. I also don’t want to require the requester to have to set their own department when submitting a ticket via the portal. I want that to happen automatically somehow.Am I able to set up requester groups to enable this sort of functionality or how would I accomplish this? What I’ve done so far is created a custom ticket field of “department” and created a few automations to automatically apply a department to incoming tickets depending on the requester email address but that will be difficult to manage in the long term.

3 months ago

justinklaassenApprentice

asked in Freshdesk

Last Modified Date on Ticket Dashboard

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

17 days ago

USCBApprentice

asked in Freshdesk

Can't update email address

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

3 months ago

TommoApprentice

asked in Freshdesk

How to edit welcome_navigation snippet in header

Hey there, I was wondering if it is possible to edit how the Agent Portal, Edit profile and Sign out links in the navigation are rendered. I can see that this is generated by the following lines in the header; <nav class="banner-nav"> {{ portal | welcome_navigation }}</nav> I have no idea if this is a) possible and b) where to find the ‘welcome_navigation’ snippet. Any help much appreciated.

3 months ago

DeskElfApprentice

asked in Freshdesk

Data Import From Admin > Account Settings > Export Data

As the account admin I “Create[d] an XML file with all [my] data from this Freshdesk Support Desk account.” at Admin > Account Settings > Export Data. I now have a .zip file that contains .xml files for tickets, users, groups, companies, and solutions. This is perfect, but I want to be able to import this back into my Freshdesk Support Desk account after making a change to the .xml files. Please see my comment below for my attempts.

3 months ago

vinothkumar.manoharanSkilled Expert

asked in Freshdesk

Change "To" field when using Agent Reply in Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

2 months ago

DealsFinders.blogApprentice

asked in Freshdesk

how do i clean up old ticket with resolved status in freshdesk (more than 30 days old) ?

we have thousdands of tickets with open status in freshdesk and we tried to create some time trigger automation but it clean up only last 30 days tickets. I would like to resolve or close inactive tickets. how can do that with automation now and in future?

3 months ago

PulkitApprentice

asked in Freshdesk

How to add a images

I want to create a custom blocks on homepage with images and title in it, can anybody help me how to add a images on that is there any way to upload a images on assets or anywhere on fresh desk help center Thanks

3 months ago

Oriol RipollApprentice

asked in Freshdesk

Organising Scenarios

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time. A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol

3 months ago

MarkymarkApprentice

asked in Freshdesk

Group and filter reports/analytics by customer segments

Hi,We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment). Do you have any suggested workarounds? Thanks,Mark

3 months ago

JoseRApprentice

asked in Freshdesk

Email notifications configurations per product

I have several products and would like to have the system send or not send certain email notifications to the requesters depending on the product. Also, for example, if I brand my email notification with the logo of one of my products, that logo will show up in all email notifications of all products. It would be nice to have “per product” configurations.

3 months ago

JoshEdOpsApprentice

asked in Freshdesk

How to delete default forum data?

Can someone tell me how to delete the initial contents of the forum?

3 months ago

Rick FApprentice

asked in Freshdesk

Is this FreshDesk's Forum Software?

I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site. A lot more sophisticated functionality. Badges for end users for example, very visible upvoting (below example)

3 months ago

shimiContributor

asked in Freshdesk

TGabsTop Contributor

asked in Freshdesk

Issues with How the merge ticket process works and what Client vs Agent can see

HIhaving issues with merging and what client can see verse internal agents can see on the ticket.Sometimes we get a response to an existing ticket but freshdesk creates a new ticket. I thought merging would be an easy way to fix that - but seems I am wrong.It seems the ticket that was merged is no longer visible to the customer (its only marked as closed as far as customer can see in their portal – not even that it was merged)But further the customer loses any visibility on that response that was in the ticket I merged into (as they can not see the merged ticket data it in the destination ticket as the system added it as a private note). Of course the agent can see it but its totally missing from the client view.I spoke to support and their feedback was However, the order of conversations is added in a chronological order and would appear the same way for the customer.My issue is it doesn’t, as that merged information is unavailable for the customer to see (in the destination ticket),

2 months ago

shimiContributor

asked in Freshdesk

Managing PII data in Emails

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.

3 months ago

NorthWestguy87Apprentice

asked in Freshdesk

Widget embeded into modern sharepoint site

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick

4 months ago

HaykynApprentice

asked in Freshdesk

Auto reply not working on some rules

We have created 20 auto reply rules for 20 separate client support emails. The rules are identical and were originally cloned. 8 of the 20 auto reply rules don’t send the response. We tried deleting them and recreating them to be safe but still these same 8 auto reply rules don’t send. We’ve checked other rules and there is nothing that looks like it would conflict with the auto reply rules. Any suggestions on how to trouble shoot more?

3 months ago

VigilantDennisApprentice

asked in Freshdesk

Assigning Tickets to Companies

I have created a new ticket type and I want to assign it to only one of the companies I have set up. I cannot figure out how to do this. Does anyone have any ideas?

3 months ago

JulianeBSkilled Expert

asked in Freshdesk

How to automatically modify contact when someone transfer a mail to the support

Hello, I forward my emails from my gmail to Freshdesk and today Freshdesk can detect the previous sender and link it to the correct contact and it’s great.My issue is that often, the sender is our salesman who forwards a customer email to us. The contact is then the salesman and I have to manually edit it to set the customer as contact. Is there a way to automatically send the previous sender as contact, maybe by selecting the list of salesmen contact ?

3 months ago

JulianeBSkilled Expert

asked in Freshdesk

How can I take agent holiday into account

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».

4 months ago

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