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I noticed agents are not getting email notifications when users send a service/support request to the our support mailbox. It will sit unassigned until I assign it to a group. Then notifications will work only for those agents that are apart of that group. Is there a way I can setup an email notification if a ticket is unassigned to a group?
Hey guys,We're currently experiencing an issue in FreshDesk where we don't seem to be able to see any new tickets or change the status of any existing tickets.I saw on your Updates website that there are currently intermittent issues. Is this the cause of the problem that we're experiencing? If so, do you have an ETA on when it might be fixed?Many thanks,John
My account has 3 agents associated with it. When a user submits a feedback ticket, it creates it in Freshdesk and sends the same information to the agent's emails with the delimiter for us to send back to Freshdesk. Since the agent is submitting the email back to freshdesk, it reads the information inside the delimiter and populates the ticket fields with the information.This worked perfectly fine as it always has until last Wednesday. All of a sudden, anytime the agent replies to the email, the delimiter vanishes in the ticket notes in freshdesk as if it reads the data like normal. Problem is, the values don't populate the ticket fields. Nothing happens, nothing changes, thus the ticket doesn't update and all the fields in the ticket remain blank.After a lot of testing, I figured out that the problem is the signature & footer of our emails. When we click 'Reply' to the ticket in our Microsoft Outlook email accounts, our personal default signature and company footer automatically
We have implemented a rule that advises all agents of an unallocated ticket. Unfortunately if a new ticket is merged without allocation the rule still runs on both parent and child ticket. is there a way of building rule to not act on the 'child' merged tickets. I have submitted a ticket on this but wondered if any other user has found a work around.
I am trying to integrate the freshdesk chat feature into our app. I am prepopulating the visitor name via FRESHCHAT_VISITORINFO. According to the freshdesk instructions this needs to be placed just before the freshDesk chat script. Unfortunately when this is run I do not yet have the logon information - ie the users name. If I set the name on FRESHCHAT_VISITORINFO once I do have it it seems like the freshDesk script has already run without that updated name. The chat box does not pick up that change and I'm just seeing the chat from the previous session. Is there a way to update the name and force freshDesk to refresh with that name?
I am trying to test the SLA Policies at the moment. The workflow is as follows. When an email is received an automatic ticket is created and assigned to me. Then I read and observe it. Then I assign it manually an priority and assign it to our agent A. If agent A does not respond to it in 15 minutes (which I modified the default SLA) it should be escalated to agent B but that does not work. I also tried to create a seperate SLA but no result. Any comments?
Hi ThereI am having an issue when replying to a ticket. The HTML signature is not being displayed correctly. I actually see the HTML tags, please see here http://www.awesomescreenshot.com/image/808590/ced0c5dc77359124539d698cebfdac8aI am running Chrome for Linux Version 47.0.2526.73 (64-bit)Please advise. Kind regards,Christoph
It appears that if we delete a ticket and a customer replies to it, the reply is appended to the deleted ticket. It's hence never seen or noticed for action.Would it not be better for it to fork the response into a new ticket? or restore the ticket?Is there a setting or a work around to change this behaviour?
I am using PHP CURL to call the create ticket endpoint on the new V2 APIs. I am creating tickets using the POST /api/v2/tickets endpoint. I am able to create new tickets as long as I don't include the cc_emails key in the parameters I send to the API. The following params work: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2); But as soon as I add the cc_emails key / value pair, I get a 500 message from the Freshdesk servers: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'cc_emails' => array('email@example.com')); The same error occurs if I try to add custom_fields to the parameters$params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'custom_fie
hiim new, this system is perfect.i have one question, after changing language of the system, Requester* & Subject* & Description* namesat the new ticket pagehttps://pcadmin.freshdesk.com/support/tickets/new are still in english,can i change them manualy ? thanks.sharon.
I can't get push notifications to work on my OnePlus2 (using OxygenOS, a spin-off from Android 5.1). I don't even get in-app notifications for things I should get (the notification pane is completely empty).The first time I installed the app, I got a textbox about having to install something in order for notifications to function properly. I can't seem to get this message to appear again, despite completely reinstalling the app. I don't recall exactly what it said, as I was a bit too busy to take note of it at the time.
For solutions, we used to have a Drafts folder. It appears with the update that the folder was deleted, and the solutions don't exist in any folder, but can be identified as via KBase email.I can recreate a new folder called Draft, and move all the solutions, but is this correct?
Hi,As end-users have a pretty good handle on their own tickets, the suggested search results when you start typing on the home page should not be a list of tickets.This also goes for the search results - the 'All' bucket should not give such a high precedence to tickets.One of our end-user today took time out of their day today to highlight this issue.Best wishes,geirmund
I am having trouble in querying the contact using phone number. If the phone number contain only numeric e.g. 1234567890, it works fine. However if it contains "-", "+", "(" or ")", the api fails. This means I can not query international numbers or the standard format in which US numbers are written. e.g. "(123) 456-7890" or "+44 1234567890". This creates ambiguity. I passed these characters by encoding only. I even tried to put quotes around whole phone number. https://domain.freshdesk.com/contacts.json?query=phone%20is%20%1234567890 : Pass https://domain.freshdesk.com/contacts.json?query=phone%20is%20(123)456-7890 : Failhttps://domain.freshdesk.com/contacts.json?query=phone%20is%20%2B441234567890 : FailDoes anybody has any idea how to query phone number having such (valid) characters?
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