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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
HiI am trying to figure out two things: 1. Can Freshdesk organize companies hierachically? So that one master company has mutliple branches connected to them.2. Can one user belong to multiple companies? I mean the exact user in the database, not a copy with the same name.
I receive a notification for every ticket that is re-opened in addition to the comment itself. I don't need both. So I want to turn off the re-opened notification. I found this, however it looks as if the solution (change setting in Observer) has been deprecated: https://support.freshdesk.com/support/discussions/topics/299291 What's the best way to turn off that notification now?
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.
I am using the Mint version of FreshDesk. We sometimes get duplicate tickets created when a customer replies using a different email address (or using an alias). I then first merge the customers, but find the ticket merge functionality useless. When merging the two customers, I now got the error "The adapter rejected the commit because it was invalid" ad well as a message that the merge was completed. I realise what the message means (that a commit to the database could not be made). But that probably means something is incorrect. I have not seen this error before. So how can I find out what went wrong and where we need to correct something?
I am seeing an issue where all my outgoing emails from Freshdesk end up in Junk at my customers' end. This is needless to say causing a huge issue as my customers are not seeing my emails etc. I have raised a ticket for this, they asked for all the headers - I've looked at them myself and can see all emails have a BCL score of 8 - which is high enough to get them junked by the Office 365... which is a big problem as I sell a lot of office 365 licenses to my customers and so none of them are seeing any of my ticket updates!!Is anyone else seeing this issue? I may well have to switch helpdesk providers if this is going to be the case from now on.
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 email@example.com 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 firstname.lastname@example.org in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.
There used to be a red eyeball that appeared in the interface when an agent was in a ticket that another agent was also viewing. We don't see this anymore and we have run into issues with 2 agents working on the same ticket at the same time. Any chance this feature can be turned back on?Thanks, Graeme.
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" <email@example.com> 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.
I have keyboard shortcuts switched off, but EVERY TIME I type a "/" character into a support ticket (which I do a lot) it pops up a menu to search canned responses (which I want NEVER) and it's annoying the hell out of me.How do I make that "typing a / pops up a menu and ruins your train of thought" feature to go away and never come back?
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