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- 9,936 Replies
I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status. The System changes are limited to mail or overdue events.
We are moving from using the portal to using the API. 1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages. This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API?
I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.
Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike
Hello, Currently when customers export tickets there is no option to show the closed date field. The closed date field is an important metric for analysis and reporting and is commonly requested by our customers. See screenshots below of current fields available for customers to export, which is missing the closed date. Thanks in advance, Jess
Hi Everyone. I can’t find an integration or option to do this anywhere.My team bills customers via time, and they aim to clock up approx 4 hours a day of booked time to tickets. Is there anything in Freshdesk that anyone knows that will show agents their total booked time by themselves across all tickets they’ve added time to today on the screen? Thanks,Jon
HiWe are seeing that all the emails sent out by the dispatch'r to email groups in Google is not delivered.I checked the spam folder as well and added one of my email addresses that does not have spam filtering enabled, and the email is still not delivered.This is only happening when we send the emails out via the dispatch'r, all the other emails sent out are working fine.Can you please advise if you are able to make some changes to the mail settings so that Google deliver the emails correctly.Diederik
Add a note to explain the status of the ticket and update the status of the issue to "Resolved" so that the customer can go ahead and close the ticket . Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference 6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"
A one click button to keep track of the billable hours for your agents or clients.Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference 6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"
HI,We are trying to work out what is causing these labels to appear. We have changed due date to 10 days and we still get a label appearing saying response due.Also what clears the labels? We have changed status but that doesn't seem to do it. even replying to customer doesn't in some cases. We don't really want to have to send a separate reply to a customer to clear this flag. If we change the status to pending, the customer has then gotten a response to say the status has changed. So it should clear the flag.It's really starting to confuse and frustrate our agents. Could you please let us know in detail what is driving these labels to appear, what criteria etc is checked. And also exactly how the system decides the label should be removed.Kind RegardsPaul
My customers are still getting used to the system - as I am - but..Some users are replying to a previous message to ask a new question. This re-opens the ticket.The trouble is that I am using time-tracking and at the end of the week I want to produce a timesheet that I then use to bill them. If the user reopens the ticket I'm not sure how I can distinguish which time has been billed and which is new (in the new week).Can I set tickets so that any reply causes a new ticket to be created if the ticket is closed? How do others handle this?Simon
When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs. I want to remove any SLA requirements for that ticket.Is there a way to create a ticket with no SLA? Or to have the SLA removed for a particular Type (ie Feature Request) ?
Hey I'm wanting to download the tickets data using the API via the Alteryx platform. My company uses google sign-on for authentication so I don't have a username/password for my log in.I want to know how to configure the details (either a custom url with the api key included or the Alteryx download tool settings for the api key) to use my api key to complete a GET action on the data. Cheers
Hi,is it possible to define different SLA's for different products?We have different products to support with different priorities and impact for the business, so it would be very useful to be able to specify different service levels for each product, being less restrictive than a Company SLA, if defined too.Thanks,
Hi Freshdeskers!We have exposed a database of our client information in a freshplug and created a nice iframe that displays customers data off their provided email address. We would like to create a separate freshplug that updates a freshdesk custom ticket field every time a ticket is closed with the customers current product version (in our database).Could anybody point me in the right direction to achieve this. I had no trouble conceptualising displaying data via a freshdesk attribute but I need help updating a freshdesk ticket attribute from an external source.
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?
If you use the HTML Editor for solutions after submitting the line breaks/newlines are completely stripped which makes it impossible to reedit the code.I understand that you clean the html code but removing the newlines is such a bad idea.I bet this is related to the other HTML Editor changes you are working on.
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