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What is the policy behind the ability to edit and delete replies by the agent?I'm currently in a trial version. I see that I can re-edit some replies but not all. I cannot even re-edit my own written reply but I can re-edit the very first reply.Then again I can delete my own replies but I cannot delete others (which is obvious) but is it obvious that I can reedit other replies?
I'm trying to signup for a trial (https://freshdesk.com/signup). I've filled in all the fields. On click "Sign up for free" nothing happens, I stay on the same page, no page loading indication, no indication of erroneous fields (phone and email are valid). I tried this with FireFox and Chrome on Windows 10. Also, clicking on "Ask Frank" chat drops down the chat pane but I cannot type in anything!
After we had upgraded to the new Mint interface we discovered a serious bug, incomming ecommerce tickets could not be replied anymore from the freshdesk system.After contacting your support they told us they knew about this issue!How can you release an update while you know main functions dont work?When will this be fixed?
I need to generate a report that shows a breakdown of all my tickets by status: resolved, pending etc and whether or not they have violated our SLA. The report also needs to include all tickets where SLA isn't being timed because the status is say 'waiting on third-party update' - I'd like to see how many of these we have and how long that ticket has had that status. Does anyone know if the above is possible? I've tried to get help on this from my agent but not getting very far, any help would be most appreciated.
Dear Customer Champions, The first week of October is celebrated as the week for Customer Service and we're doing a lot of stuff to appreciate & share our love towards the superheroes in support. On this note, I would like to ask all of you a question: What are the common misconceptions around Support and Support agents that you have come across? List them as comments in this thread - pictures/videos are also welcome ;)P.S: You can visit this link to participate in some of the contests that we're hosting to commemorate the Customer Service week.
I've this problem: When I redirect my old mails from Apple Mail, I got the tickets in freshdesk from this mail history. But the timestamp is from now and not from the original mail.How can I solve this?Or how can I import old emails(not from gmail) in to freshdesk?Thanks a lot!Michael
I have just installed the Onedrive integration and it seems to be working as intended. When I click on the little cloud, my onedrive for business appears, as do the sharepoint sites in our organisation.Just one issue: When I put in the link, the link we get is the type that requires a login to onedrive. Most of our users do not have onedrive, and we don't allow public files anyway.When you are in Sharepoint, it allows you to create an anonymous link with a limited validity which is available only to the user of the email address you send it to. Is there any way to make the onedrive integration get this link and use it?--mark
Hi In the use of the test app, exists the problem when I try to reply a ticket using "tap to reply" Then the app crash and close. The same when I tap properties on the ticket. On this properties issue, not all the time crash, basically the half of the time. Thank you See attached files. I use a Motorola G5 plus with Android 7 nougat.
If you're an agent who mostly works on one single Ticket View, you're going to love this. This hidden gem called the 'Jump to Ticket' option on the Ticket Details page is a 'why didn't I see that earlier' kind of option for agents to switch between tickets without having to navigate away from the tickets page (Had I used this longer, I wouldn't have had as many Overdue tickets).It shows you all the key information from the tickets list view page, such as the Subject, priority, Due by Time, etc., without actually going there and also allowing to choose the next ticket you want to move on to. I've personally found this very handy in swooshing through tickets on a busy day. What are your thoughts?
The tags in the old UI used to be at the bottom of the ticket properties. Now it is at the top of the conversion thread and once there are a few replies, tags are by default, not visible. So adding to them requires a scroll to the top of the message thread. This is super inconvenient once the thread gets long.Please relocate the Tags to somewhere more easily reachable. Perhaps just put them back in the properties pane where they used to be and IMO, where they belong.
When I get a question by mail, I forward it to freshdesk. A new Ticket with correct customer contact is made.But there is a "Fwd:" in the subject line.And the email system lines of ------ Weitergeleitete Nachricht ------ Von: XXXXX An: XXXXXX Gesendet: 24.09.2018 13:56:15 Betreff: VxxxHow can I automaticly remove that part?
Hello.I have put the popup feedback widget on our site, but in Chrome Version 69.0.3497.100 (Official Build) (64-bit) when i click on the button and it tries to load the content i get 307 Internal Redirect and it redirects to about:blank.https://companyname.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&formTitle=Help+%26+Support&submitTitle=Send+Feedback&submitThanks=Thank+you+for+your+feedback&captcha=yesI have tried this : https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js and thishttp://assets.freshdesk.com/widget/freshwidget.js as well with and without ssl.
Hi there,I recently created a status page in FreshPing and configured the integration with my FreshDesk instance. That went well, but I can't see that I can integrate the FreshPing info in any meaningful way. I can click the FreshWorks Switcher to get to the page, but was hoping there might be a way to surface some status info in the support portal. It would be great to add just a high-level "All Up" widget or a top-level link to a status page so customers can see whether their problem has been seen. So am I missing something basic here, or are these just integrated via the switcher?
Is anyone else having a lot of issues with the new mint experience?1. Found another issue with mint. When we are creating ticket and type in results if we get a match, in the old freshdesk you could tab and it would select. In the new mint it does not do this and leaves the field blank.2. When we are looking at Surveys and I select a specific group, why do the agents not get filtered as well just for the group selected?3. When we are looking at tickets, in the old freshdesk version, we could click on who a ticket was from and that would open up that customer. In mint, we can no longer do that. 4. In the old version of freshdesk if there was a picture inserted into a message, you could then click an item in the upper left hand corner to insert the picture. With mint this is not there5. I noticed in the notifications option, in mint when you right click you do not get open in a new tab or windows. In the old freshdesk you did when you right clicked. Also in mint when I hold the ctrl
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