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Freshdesk

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3,789 Topics
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Rom5000Apprentice

asked in Freshdesk

Two emails when i close i tickets

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams. Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step. My client create a ticket I update the ticket with a message that i send Client update the ticket with his response I close this ticket with my response and i click on the action ‘’ send and set as close “ When i use this button, the customer receive two mails First mail contain my last response Second Mail contain my last response and the statut close. What’s the best practice to send one unique e-mail to the customer ? I did few tests with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket and create a automations Rules (when an agent close/resolve a ticket, send it a email with the sta

1 month ago

SciBruceContributor

asked in Freshdesk

Collaborators and internal group assignment

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created. However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents. However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place. Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

2 months ago

SpectorAlexApprentice

asked in Freshdesk

Exporting ticket date for period longer than 30 days

HiFrustrated here. Every time I try to export all tickets from Jan 1 to current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks

27 days ago

cremijnApprentice

asked in Freshdesk

Embed ticket form in outgoing e-mail

Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!

2 months ago

aalexaApprentice

asked in Freshdesk

Freshdesk features needs improvement

I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view.

2 months ago

charlesmApprentice

asked in Freshdesk

Privacy

Looking for a way that I can make certain tickets private where only VP level or above could see them. Agents would not be allowed to view

2 months ago

TSarkarApprentice

asked in Freshdesk

timelog sync

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

2 months ago

GRattuApprentice

asked in Freshdesk

Add multiple tags on ticket creation when using the API

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.

1 month ago

Sumana SrikanthanCommunity Manager

posted in Freshdesk

Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever. If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

2 months ago

ZaffryApprentice

asked in Freshdesk

select all tickets from a particular contact or email address

Is it possible to select all tickets from a particular contact or email address rather than selecting 30 tickets at a time. I have more than 40K pending tickets and most of them are system generated ones. I would love to close all of these system generated ones with a few clicks rather than going 30 tickets at a time.

2 months ago

BrettGApprentice

asked in Freshdesk

Feedback Form Needs Reformatting or Opportunity to Customize

The Submit button on the Feedback form is very small and much too far down on the page. It should be closer to the bottom of the form. The top dividing line and Email Address field are longer than the rest of the fields; it looks sloppy. These should be lined up. After entering your email address, you are auto-advanced to the Subject line. If you want to enter your name in the Name field, you have to go backward and click into it. Certain browsers, like Edge, do not auto expand when you click in the Captcha “I’m not a robot” checkbox. You have to scroll your way through the images in a narrow band. Captchas are frustrating enough without that extra hassle.

1 month ago

jmd87frApprentice

asked in Freshdesk

Troubles with french translation (free plan)

Hello,After some mail xchange with Ajitha, she advised me to submit my request here because it will be taken up by Freshwork developers. I need to have this help text in french (2) as in this place (1)Thanks 🙂

1 month ago

Vignesh RajApprentice

asked in Freshdesk

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

2 months ago

NerdigApprentice

asked in Freshdesk

Tickets wont pop up again after getting status "Solved"

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

2 months ago

PieterFunHeerdenApprentice

asked in Freshdesk

Get Freshdesk Contact and details about "other_companies"

Hi everyone, I am trying to see if there is an efficient way to get a contact from freshdesk as well as the companies names they are associated with instead of the ID’s below. We are using this in an external system and we are tring to avoid multiple API calls if possible. Our contacts can be associated with multiple companies thanks

2 months ago

SiaApprentice

asked in Freshdesk

Microsoft 365 Shared Mailbox support

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

2 days ago

JillianKApprentice

asked in Freshdesk

CSS Help

Can anyone help me with CSS or HTML that will help me change the color of my search box located at the left sidebar. Please check at Leopards tracking website.

2 months ago

CherylTop Contributor

asked in Freshdesk

HVATop Contributor

asked in Freshdesk

Divide contact fields into sections

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

2 months ago

Christina HApprentice

asked in Freshdesk

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list.

1 month ago

webb.deneysApprentice

asked in Freshdesk

Update Agent API

Doing a PUT an an agent to update their information returns this error:"message": "Not allowed to edit Agent's profile information(name, phone, mobile and title)", The documentation lists those fields as valid inputs.https://developer.freshdesk.com/api/#update_agent Frankly… if you cannot edit that information what *can* you update? Also, attempting to update the email gives an odd error, even when the provided value is the existing value:"message": "Email exists in multiple accounts in the org. Only org admins can edit this", Basically, I’m not able to get the update API to do anything useful. Snide comment: hate that the output from a GET is different than the input to PUT <sigh>. I have to move all the fields around. But I guess since they don’t work anyway the extra work was at least er… good for the soul?

1 month ago

Alecia.BApprentice

asked in Freshdesk

Extra space lines after copy + paste

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this?

2 months ago

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