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Freshdesk

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  • 3,498 Topics
  • 9,164 Replies

3498 Topics

giannakg
Apprentice
giannakgApprentice
asked in Freshdesk

Add watcher system notification

Hello I would like to ask when someone is added as watcher he/she does not receive a notification from the system. Is there a way to add maybe a rule or other solution to be notified the assigned watcher (not with email)? Thank you

1
Pooja Bernice
26 days ago
T
Apprentice
TimourApprentice
asked in Freshdesk

[HOW TO] - Parsing incoming emails SUBJET or DESCRIPTION to populate TICKET FIELDS

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have

0
T
Apprentice
1 month ago
S
Apprentice
SC123Apprentice
asked in Freshdesk

Out of Office Not Working

Hi All, We have set up an automation like so to email customers who get in touch outside of business hours: But it is not sending. Is there anything else that needs to be done for these emails to be sent to the requester? Many thanks, SarahSeatPlan.com

1
Juliana Rozario
1 month ago
S
Apprentice
srizkallaApprentice
asked in Freshdesk

Automatic Ticket Closure

Hi. Can’t seem to figure out a way to set tickets to automatically close after a period of time. What we’d like to actually do is the following. If we set a ticket to “Resolved”, we’d like the ticket to auto-close in 7 daysIs this possible? I am close with the workflow automator but I fall short with a timing function. Thoughts? 

1
Pooja Bernice
1 month ago
M
Apprentice
mrubioApprentice
asked in Freshdesk

Understanding Agent at a glance report

Hello all,Can someone please help me understand these numbers on an agent report:Average response time: 37 min Average first response time: 48 min Average resolution time: 37 minHow “first response time” can be higher than “response” and “resolution” times?How “response” and “resolution” times can be the same? I think “resolution” should be higher.In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget.Many thanks in advance!

1
M
Contributor
8 days ago
A
Contributor
alessio.fattoriniContributor
posted in Freshdesk

MailChimp integration

Can mantain in sync customers/company on freshdesk and mailchimp? In what way?

2
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Community Debut
4 years ago
C
Apprentice
cooper.collierApprentice
posted in Freshdesk

Requesters not allowed to close ticket

How can I prevent the Requester/Customer from closing there own ticket.There is some additional information that must be added to certain tickets before closing.I set the fields to required to close. But that ONLY affects the AgentA customer can happily close the ticket.Only the agent would know the additional information.Thank you.

3
annapoorna.venketaraman
8 years ago
D
Apprentice
dennycaveApprentice
posted in Freshdesk

Attachments sent in via e-mail not mentioned in resultant notification e-mails

I’ve been briefly testing various parts of the system and the only real deal breaker I’ve found so far is that files attached to an e-mail message don’t seem to be acknowledged anywhere in the notification e-mails that are sent out to various parties after a ticket has been updated. Maybe I’ve just got something in my notifications set up wrong, but when I attach and send via the web interface the file actually comes through as an attachment on the e-mail. If I attach that same file to an e-mail response and send it in, the file doesn’t get attached to any notification e-mails (but the attachment IS recognized and added to the ticket when viewed via the web). Sorry, kind of confusing to explain without seeing it in action for yourself. Again, could be something I’m doing wrong but I’m not sure…

1
V
Contributor
11 years ago
D
Contributor
dferberContributor
posted in Freshdesk

Reports and SLA

Two issues that I have noticed.1) when a ticket is in "pending" status shouldn't it freeze the time counted against the SLA? For example if we have a 3 day SLA but we have to order a part we would probably never get those within the SLA time frame. It doesn't seem to be doing that. 2) on the reports it computes the SLA compliance but is including tickets that are still open. Example... 10 ticket received, 7 were resolved all within SLA... the 3 tickets are open but still not out of the SLA range... but it's showing 70% compliance. It should only include resolved or closed tickets to figure SLA compliance.

4
A
Top Contributor
4 years ago
E
Apprentice
efiguerasApprentice
posted in Freshdesk

Size limit FreshDesk

Hello, How many bytes can I have in FreshDesk? I know that we attach until 15mb per ticket but which is the limit in FreshDesk (all tickets, all solutions)? Thank you very much.

2
E
Apprentice
7 years ago
S
Apprentice
senthil.umashankarApprentice
posted in Freshdesk

Accounts / Contacts from in-house database

Hello Freshdesk,      I am wondering is there any way to get the Accounts / Contacts from in-house database( MySQL or Oracle ) - with some logic.Scenario:  In-house database with all Accounts / Contacts - Need Freshdesk to look from db.Thanks,Senthilnathan

1
I
Community Debut
6 years ago
R
Contributor
rinchContributor
posted in Freshdesk

Any control over message after a ticket is submitted?

Currently, when a ticket is submitted, a default message pops up at the top of the page that states: "Your ticket has been created and a copy has been sent to you via email." Can we modify that message?

3
A
Top Contributor
4 years ago
T
Apprentice
tdruivaApprentice
posted in Freshdesk

Accents

I'm testing the helpdesk software, but I'm having problem with accents...See this exemple for ticket body:Nome: Rodrigo E-mail: rodrigosarmentobrant@gmail.com Usuario no Filmow: rodrigosarmentobrant O que tem de errado?: Informa̵̤es erradas Filme: E a vida continua Р[44899] Observa̵̤es: A data de estr̩ia ̩ 14 de setembro de 2012.

3
R
Contributor
9 years ago
D
Contributor
davidboyd24Contributor
posted in Freshdesk

Inbound emails not updating tickets

Our company uses freshdesk. When responding to the clients ticket, the email is triggered to the client (as expected). However, should the client hit reply, their response goes to the support@....com email, but the response is not appended to the ticket in freshdesk. Is this possible or have we a setup issue? This is a problem for us as any responses from the client are not tracked against the ticket. Thanks.

4
D
Contributor
8 years ago
M
Contributor
marioContributor
posted in Freshdesk

Reports Date not working?

We have 3 agents and the three answered many emails today, but when I filter the Agent Report with today's date, it shows no results whatsoever.

4
M
Contributor
9 years ago
R
Contributor
rsalmondContributor
posted in Freshdesk

Manage Solution Assets (images) Hosted on Freshdesk CDN?

Is there a way to see / manage / update all the images we've uploaded in one place?

2
R
Contributor
8 years ago
N
Contributor
nithinContributor
posted in Freshdesk

Hubspot

Pull up the requester's campaign details and contact information from Hubspot and see them right next to their contact information in FreshdeskInstructions  Download the zip file. Unzip and open the .txt file Replace the API token key in the plug code with Hubspot’s API key (you can get the API key for your account by sending a request to HUnspot team by going to Hubspot menu(top right corner) => integrations => request api(left sidebar) , fill the details and they will reply via email with your account's api-key ) Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the text box “Show this widget in ticket view page” Copy the code from the .txt file here and click the button "create and enable"

1
C
Community Debut
5 years ago
S
Apprentice
sunApprentice
posted in Freshdesk

Redirecting when Logging in.

Hello,I'm trying to use Freshdesk and access the URL, but instead of the usual Freshdesk login page,it redirects to our company's administrator login page today.Please let me know if there is any kind of maintenance going on with yours, and help me access the right Freshdesk login page.Thank you.

3
annapoorna.venketaraman
9 years ago
A
Contributor
alessio.fattoriniContributor
posted in Freshdesk

Fake roadmap?

You ave a roadmap but you aren't  updating any of the items listed from three monthshttps://support.freshdesk.com/support/discussions/forums/290448I suggest you to keep up to do date, adding progress or delete it :-)

2
A
Contributor
7 years ago
M
Apprentice
mmurphyApprentice
posted in Freshdesk

Best Practices? Lesson's Learned?

We are just starting to use FreshDesk.  We will have about 8 full-time agents supporting 3 core products.  We expect about 200-300 tickets a day.  Initially, we will be using the mail-in tickets (from our "support" email at gmail).  Eventually, we will be building our solutions library and making a help-site available for online ticket entry.I'm a little concerned about the shear volume of solutions that we could potentially have.   Does anyone have any advice about selecting keyword choices?  I'm also not sure if something should be a canned response vs. a solution.  Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them.Any other "lesson's learned"  from other sites that have gone through their Freshdesk startup.

1
V
Contributor
9 years ago
M
Apprentice
mrgpowerApprentice
posted in Freshdesk

Can Freshdesk send (compose) new messages like email?

Can Freshdesk send (compose) new messages like email? or do you have to login to your separate email host  to send new email messages.

4
A
Top Contributor
4 years ago
J
Apprentice
jamie.kesterApprentice
posted in Freshdesk

Picture attachments or inserts not showing

I have tried both .png and .jpg picture file attachments within Solutions, Forum Posts, etc and they do not populate except with a square box and a ?.  This happens whether I add the pic file with the WYSIWUG or as a file attachment.  Is there a proper way to insert pics so that the picture file appears in the posts?

3
V
Contributor
10 years ago
M
Contributor
michel.renaudContributor
posted in Freshdesk

Safari loops forever after login to our helpdesk using an Iphone (mobile url)

We are having a strange problem, on one of our IPhone, when trying to access our Helpdesk, we get the login screen OK and when the agent logs in, Safari loops for ever trying to load the page. In Fiddler (using a proxy) the last call we get is the following: #ResultProtocolHostURLBodyCachingContent-TypeProcessCommentsCustom21200HTTPmediaclip.freshdesk.com/mobile/app.json811application/octet-stream GET http://mediaclip.freshdesk.com/mobile/app.json HTTP/1.1Host: mediaclip.freshdesk.comReferer: http://mediaclip.freshdesk.com/mobile/Connection: keep-aliveAccept-Encoding: gzip, deflateAccept: */*Accept-Language: en-usCookie: _helpkit_session=BAh7CDoPc2Vzc2lvbl9pZEkiJTZjM2QxNmE0OWJmMzA4MDk5NTgwZWM2N2UwMWE0MTcxBjoGRVRJIhV1c2VyX2NyZWRlbnRpYWxzBjsGRkkiAYAzNjdmNzQzZjQyZGRlZDUzOGQxZWU4ODQzY2RjMTk5Y2UwOTA2YmIyNmI5MGYxOTAzNWEzNzdmNTFjODVkOWNlY2Y3YWQ3ODAwNWI1NGQzZDk2OWNhZGQzZmQ0NjY3ODhhZGNiMWQwNmEyYTIxNmVjOTFhZTA4MDNkM2IyZDZjYwY7BlRJIhh1c2VyX2NyZWRlbnRpYWxzX2lkBjsGRmkDoBpx--69e9b37f8ef593a9654dd9c3

2
M
Contributor
8 years ago
M
Apprentice
matthyas.kiralyApprentice
posted in Freshdesk

Cannot Set "Can see all tickets from this company" Checkbox

We have a Company listed and are trying to set the "Can see all tickets from this company" checkbox for Contacts from that Company.The Company field in the Contact is set correctly. The checkbox is selected, then the Contact info is saved.Company exists, and when viewing the company, all appropriate Contacts appear in the Company as associated with it.Tests performed: 1. Other Contact info modified as well as checkbox, then Contact saved. Other info was saved, but the checkbox wasn't.2. Contact with the checkbox selected was edited and checkbox unselected. Contact saved. Edited the Contact to reselect the checkbox, saving the Contact. Editing the Contact again, the checkbox wasn't saved.We currently have Salesforce CRM integration active, and the Company details were originally populated from a Contact created based on the SF contact account details.Please help, as this is a very important component to our helpdesk client contacts and case management.

2
V
Contributor
9 years ago
S
Contributor
support_12792Contributor
posted in Freshdesk

Google Contacts Sync Interval

When adding new contacts to Google Contacts, I have to wait up to an hour to see them in Freshdesk. Is there some way to have the interval shorter?I assume this is a Google set poll limitation, but is it possible to pay Google to have some kind of immediate sync or atleast 15-30 minutes?

4
A
Top Contributor
4 years ago

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