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- 10,782 Replies
Rule to send an email on a delay is not sending the email
I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution.Here is the rule (i can see # of tickets impacted by it):If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to RequesterPS I’m working in our sandbox at the moment.
Create a ticket via a query string
Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234
Facebook Messenger Bug
I was receiving DMs normally two days ago. Today however, a DM came in through one of my Facebook pages and I did not receive this message in Freshdesk. A quick search of the user’s name, also did not show any relevant results. I now have to log this manually through Facebook. Can someone assist on this?
Anyone been locked out of Freshworks account after email id change?
Hello, We have been trying to get a number of services setup with Freshworks. In attempt to change the administrators email address we have been completely locked out of our Freshworks account along with all of the attached services due to an error when trying to “activate” the accounts new email address.The support team seems to be having issues with fixing it and we have now been locked out for over 24 hrs. Has anybody else come across the issue?We are concerned with continuing to go ahead with Freshworks services if it is possible to be completely locked out of our account for so long with no resolution in sight.Thanks in advance for your advice!
Encountered this issue
Am getting an error message, scheduled maintenance is under progress. Thisi is only after barely 15mins of usage for the first time. Created a few articles which are now not accessible since I cannot return to my portal.Read a couple of similar issues here and that the actual cause is that my account is being flagged for suspicious activity? Barely used it so not sure how come this happened. Please assist to reinstate my portal. I have not even had the chance to change the domain name. Thank you in advance. Husni Account Name: newaccount1614733232737.freshdesk.com
Setting the TXT for Cloudflare DNS
Hi all. Can someone help out with setting the TXT in Cloudflare dns? This is how I did it and freshdesk is not recognizing it. I have followed all the FAQ and I’m still having problem with it.So under name I put the : fdkey.sudomain.freshdesk.com Under Content i put the fdkeyDid I do it right? Cuz I’ve flip it all kind of variation and freshdesk is still not able to verify it.I’ve tried this variation: So under name I put the : fdkeyUnder Content i put the fdkey.sudomain.freshdesk.com Please help?
New Ticket Created when replying from FreshDesk
When I receive an email ticket and reply directly from Freshdesk, that reply is somehow creating a new ticket in FreshDesk. Any client responses also create new tickets, and do not attach to the original ticket. Not sure what is going on, but cannot figure out how to fix it. Please help!! ~ Lauren
I want to integrate Freshdesk With Laravel 7
Hi everyone,I want to integrate freshdesk with laravel 7. I tried following packages but they seems outdated.https://libraries.io/packagist/kepcloud%2Ffreshdesk-laravelhttps://github.com/mpclarkson/freshdesk-laravelhttps://github.com/zenichanin/freshdesk-laravelplease suggest any solutions .Thanks
User deletion time
I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account. I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account. Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.
Edit Next Response Due
As a manager I can't find a way to edit the Next Response Due field. I am able to change the Resolution Due field, but not Next Response, First Response, etc. I'm trying to use that to know when action needs to be taken, but there are occasions when I talk to the agent and there is a valid reason to not respond yet (they talked to them on the phone, it is a long term project, etc.). These show up as false positives when I'm trying to look for ones that truly need to be responded to. Is there a way I can edit/override the next response due when it is appropriate and I don't think a response should be due in the normal time frame? I'd actually like to tighten up our response time, but trying to remember which ones I already know don't need a response will just get even worse if I tighten up the given response times. If it is a permission I can't find where to allow myself to do this, but not the CSRs.
Articles directly under Category (without Folders)
Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!
Admin account that does not eat an agent license
Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)
Changing From email address when sending emails
Hi, We have multiple groups on our FreshDesk and most of them send emails address where the “from” field has the agents name but there are two groups that need to have it sent with the Groups name instead of the agents name. eg.: “HR” or “Clinical Team” Is there a way to change this setting on a group level? The only setting I’ve found is global for all groups. Thanks in advance!
Translations of Ticket Fields for several portals
Hello, For Freshdesk, we are trying to configure different portals for each own language (spanish, english, french and italian). We were following the steps indicated here: https://support.freshdesk.com/support/solutions/articles/239337-multilingual-ticket-fields-and-forms We import the modified yml file but no changes are made on the portal.The main appearence on the portal is translated but not the ticket fields. I attach you the fr.yml file with the translations we made (it’s the same result for the rest of the languages) Anyone with the same problem? Thanks and kind regards
Issue with email delivery
In the last few days I seem to be getting an unusual amount of undelivered emails. This is the error message “Message bounced - Temporary errorWe were unable to deliver the message to this email address due to connection issues with the remote server or the recipient’s mailbox is full. Please try sending the message again after some time.” Is this a wider issue or just me (and if me, any ideas why)?
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