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I'm getting the wrong total ticket count from the API. The request I'm doing is https://(instance).freshdesk.com/api/v2/search/tickets?query=status:2. The response contains 10 records, but the "total" field is 17. In the UI I'm also seeing 10 unresolved tickets. Why does the API return 17, and can this be fixed?
Hi,I have two email channels,1. Support.coreops2.support.lcmsThere are agents only need to have access to tickets created from "Support.Lcms" and at the same time they are not allowed to use the support.coreops during reply to customers. Also, when freshdesk send notification to agents, its always sent from primary email channel which is Support.coreops. This is confusing as well.Appreciate if there are any better ways to manage this.
Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!
I'm trying to set up our responses and alerts in a specific way and I'm wondering if anyone else in the community has this set-up. We're a small shop and there's a lot of coverage overlap. We also are used to using Footprints and responding to tickets primarily via email.FD now sends multiple alerts to agents and requesters for every update or comment or change or reply. I'm trying to simplify the flow without losing important communication. The biggest issue is that there's confusion between emails sent out that are alerts, or informational ABOUT the ticket, but not having anything to do with the actual communication between user and agent. I want to limit that, and I thought I had. But if I can't limit it, I want it to be "named" the same thing. If a ticket is updated because its status changes, I don't want a new email to go out with the subject "Status Change: Ticket Title" because that creates a new email thread. Then agents complain they get too many emails. They want to
If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load.
I have read that it should be possible to create a ticket bij forwarding an e-mail. The ticket then is created with contact info of the original sender of the e-mail.I have seen that setting in config and it is on, but when I forward an e-mail the ticket is created on the forwarding e-mail and not on the originial sender of the e-mail.What should I do?
Hello, I’m client from 2018 in freshdesk first with freshdesk and i migrate after few month in omnichannel plan. For 4y I havent any problem, also i’m value to move in freshsales. In less then 1y what happen in Freshdesk: i have change my type of company and now i’m startup. So they accept in startup programme and tell me you have credit for other service outside freshdesk and i decide to start using freshservice. 7 month of assistance request to understand why my account is expired..after 7 month 4 guys I talk one noted i’m not in the right server access! from 2y and several number of ticket i cant access in setting in freshchat...I open 9 ticket spoke with 14 guys and no one fixed. At least it’s “cache problem” I clean and they try to clean my cache browser still not work i ask to pass from omnichannel to classic freshdesk plan because freshchat my client not use also I have this problem, freshcaller i never use...and they reply to me we cant because you need to create a new account
I would like the agents to fill in some info when closing the tickets, and to be able to issue a report of all of the answers to that field for a specific time frame.This is an internal field and the customer should not be seeing it.Any ideas of how to do that?
Looking at the freshdesk.conversation table I'm trying to figure out the best way to distinguish between phone calls, emails and text messages. There's a field in the table called 'source' that has numerical values but I'm not too sure what those values map to, or if thats the right field i should even be looking at.Does anyone know how can i tell whether a row in the conversations table is either an email, phone call or text?
Your API for viewing time entries allows you to specify a Start Date, but not an End Date. This is bizarre. The API is useful for when I want to retrieve something relatively recent, but not helpful at all when I want to retrieve an older entry, because it means I have to retrieve every entry from the older date until now, which can make the API call very slow. Can't you add End Date as an option as well? Thanks!
The formatting on the Satisfaction Survey seems to get messed up in the emails it's sent in. Sometimes the icons are on one side of the page and the text on the other or the first item will be centered and the others aligned to the left vertically.We've tried including it automatically, agent selected and created a canned response - doesn't seem to make a difference.
Hi,I have a ticket which is created by an external system emailing Freshdesk. The subject appears but the body is always blank (Its not an error on the email).Whats really odd though is when you hover over the ticket in the List view, and it gives a preview of the ticket, it shows it! So it does know what it says, it just hasnt shown it when you click on the ticket.Any idea as to what would be casuing this?
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