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I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?
I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this? It seems logical that people would expect to be able to use these fields in reporting. Thanks
I am unable to paste images into tickets at the moment. This was working yesterday and is not working today.When I paste an image I receive the error message:“Image cannot be loaded from the passed link.” I have tried incognito browser in Chrome and Firefox. This issue appears similar to this previous issue from 10 months ago:
Instagram released its Messenger API to businesses on June 2, 2021. With this release, omnichannel customer support tools like Zendesk, DelightChat, Reamaze, and many others now integrate Instagram DM support directly into their products.Currently, Freshdesk only supports Instagram comments and hasn’t integrated with DMs yet.The question is why? This is really important for customers, for me is a “must have” and now I’m thinking in moving to another platform because i really need to have all channels in one place. Please Freshdesk team, let us know if you have this feature in short term backlogThanks in advance
We have moved our articles from our own forum (ie http://www.cloudiway.com/forum) to freshdesk (with a CNAME support.cloudiway.com).This was about one month ago.Now, we have completely disappeared from Google where we used to be in the first page for a lot of searches.Do you know what's happening, and a good way to improve the results?
I've learned that FD is planning a UI update that will be removing support for all Custom Apps. Apps (some? All?) from the market place will still be available, but custom ones will no longer be possible after the update.The update will be coming in a few months, so this is a head's up for anyone (like us) that uses custom apps for integration into the other systems you may be using.
I am new to freshdesk and I like what I see. However today I am noticing about a 2.5 hour delay in sending emails out of freshdesk. Ie, If I send a reply to a ticket in freshdesk it took 2.5 hours to arrive. That is very concerning to me because it affects my response times to customers. We are using freshdesk for presales questions and response times are critical.Anybody else having slow email delivery? Is this a common issue for freshdesk?Thanks in advance,Thomas
This integration pulls up all relevant information about the customer from Pipedrive CRM when handling their tickets, making it easier for agents to understand every customer and the problems they are dealing with. The Pipedrive integration displays contact details like Name, Email-id, Phone numbers, and recent activities right next to the ticket view. If contacts are not available in Pipedrive, they can be added from Freshdesk. To install this plugin: Download the zip file Unzip and open the .txt file containing the plug code Sign up for Pipedrive and replace the “api_key” in the code with the one you receive* Copy the code In Freshdesk, Go to Admin -> Integrations -> New Freshplug Title it “Pipedrive” and copy the code in the “Script” field Make sure “Show this widget in ticket view page” is selected Click on “Create and Enable” *API tokens can also be obtained by going to Settings->Personal->API in your Pipedrive account.
Hi, I have read multiple article about the ability of Freshdesk for Multiple Language and I didn't found the good answer. Our company Work in German and in French. We set up the portal as primary language German and set up a secondary language for French. We support more than 10 Product and have Solutions in French and German for those Product. We have only one Email Adress for the support. Hoi did you work to have a support portal in multiple language we wan't work this the "Multiple Product Portal" because to use it we muss give a Email and a other support portal adresse.
I'm confused about the URL requirement in setting up multiple products. If I do not own or have the domain rights to productA.com am limited in the title name of the product? I wish to have the title different from what the domain name has to be then its seems very restrictive. Or am I confused about what the Portal URL has to or can be?The message " Before using this field please ensure that you have created a CNAME DNS record in your DNS Zone file to point help.producta.com to mywebsite.freshdesk.com. Your Webmaster or Server administrator should be able to help you set this up correctly" indicated that the domain name has to be producta.com, but the product name may not necessarily have a domain name associated with.For example if I was to make a product called Big Mac, but do no own bigmac.com then what option do I have to set up a specific portal page?Please adivse
When I reply to a notification email from the system, the customer receives a message from the system default name.It seems this feature is not working alongside with the "Use Agent names for Personalized Email Replies" feature.It is a bit weird for the customer to receive different email sender's names from the same agent...
Hi. each time customer answers, I'm getting whole nested thread. it takes incredible threads. over and over. how to achieve deafult behavior to cut all text below answer. just like other helpdesks do with "please write above the line"?? this is reall annoying, and tickets with 80 answers takes feed longer then facebook timeline... nobody can read this, search for desired information. why all your replies cannot cut it? Tomek
Note: Picked the wrong category, should be in problems.Hi,I was able to reproduce when your SSL breaks. Every page that includes a custom image (profile,logo/favicon), the image is being served from a non-SSL domain:http://cdn.freshdesk.com/data/helpdesk/attachments/...From what I see, you are using S3 for your CDN. Forcing HTTPS itself on the URL won't work:https://cdn.freshdesk.com/data/helpdesk/attachments/...This is because S3 does not serve a certificate unless you are using their subdomain. I would recommend using the following URL:https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/...Please fix this so we can use SSL on our helpdesks without the warnings.Thanks,SwaroopP.S. Nice bumping into you guys at Disrupt again. Expect more bug reports as I start using Freshdesk fulltime ;)
If you are responding to or creating a new ticket, you cannot copy and paste any content from a website or email without the "Description" field duplicating itself. For example if I copy a link from my outlook email and paste it in the description field on freshdesk, a new description field appears below the original one. I assume it is doing this because it doesn't like the hidden characters being copied over, since I can copy and paste fine from notepad which strips hidden html entities. I've attached a screenshot. Using Firefox 19.0.2.
Hello,In Ticket->Export csv file there is "Ticket resolution time" and "Ticket close time" but I can't find "Ticket first response time". It's needed to analyze in how many cases you exceeded "First respond" SLA.Is it possible to export it somehow or it's not aviliable at the moment?If not - will it be added? Regards,Lukasz
Hi All,When I browse to our Freshdesk home page, our logo does not appear in the top-left corner of the screen. However, if I click on the Log In or Sign up link, the logo appears on these pages. Additionally, if I am logged-in, the logo appears on the home page.This appears to be a recent issue. Has anyone here experienced this?Many thanks,Ken.pcferret.freshdesk.com
When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work? Here is what does not work:1) In a ticket, click on "Forward"2) Enter firstname.lastname@example.org in the "To" field3) Click on the "Forward" button below the message. Here is what does work:1) In a ticket, click on "Reply"2) Click on "Add Cc"3) Enter email@example.com in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.
There is a bug with the "reply" functionality that's really annoying. Here's how you reproduce: Hit the "Reply" button in a Ticket Paste the following text into the cc box:"User, Test" <firstname.lastname@example.org> Move the cursor out of the cc box --> You'll see the cc'd email address as two separate recipients I posted a similar bug 8 months ago (https://support.freshdesk.com/support/discussions/topics/17312/page/last#post-34648) but it still hasn't been fixed.
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