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Hello,I’m trying to setting Google analytics4 for searching result within a website(I mean fresh desk) but I can’t.It does not work for a month...😰I tried belowmade custom dimension made event (search_term)how could i get the result what i expected？😭am I have to do special settings for fresh desk? I would appreciate it if you could tell me about that.
He have a self programmed tool where contacts are stored with their E-Mail address. Is it somehow possible to programm, that when we would click on the Mail address, it opens a new tab with freshdesk on the New E-Mail page? Or are there any google chrome extensions that would work (we already have the click to call extension, which does basically the same but with phone numbers)? Thanks a lot
hey there guys -i’m a total FreskDesk noob - and i’m an intermediate CSS’er.I’ve changed up the header buttons to match a mock up that we’ve done, BUT it’s made other buttons go bad.Please see the screenshot and let me know if any of you have ever experienced this, and if so, how did you resolve it? Any insight and direction would be super helpful!!A bit of a time crunch on this one. it’s impacting the usability throughout the site.
I love using the team dashboard, but having a dashboard that was Agent centered would be Idealseeing how many tickets on an agent by agent basis and how many they have on hold and how many they’ve resolved would be magical. Is this something that exists? Would be an “admin” dashboard just to keep good tabs on the balance of things.
we have a customer facing portal, going to use Freshdesk Solutions to create articles for FAQ in Japanese. The main problem is “search”: Searching simple Japanese Texts DOES NOT work. It doesn't matter if they are separated by space or any character or if they are in one line. it does not work. I even put them as a Keyword in each line, it did not work. the same works for English texts.see belowscreenshot of article , note the two English and Japanese words added as Keywords: if I search for English text (works as expected ) if I search for a Japanese Text ( doesn't work while clearly separated in one line ):The only suggestion from Freshdesk support is to put the text we are searching between quotation. It works, but It simply does not solve the problem as it is a customer facing, we can not enforce users to do this all the time. Please note, the same applies if user search for anything, even full article name. we need a solution to let users simply search japanese texts without a ne
Hello, A while ago, we noticed that a Freshdesk account was automatically created for an external supplier that had been CC'd in a ticket by a customer. The account creation was triggered by his e-mail response. After reading stop account auto creation and reaching out to Freshdesk support, I have concluded that this is expected behavior by design.However, I'm wondering, is automatically storing personal data (name and e-mail) for a customer's external supplier GDPR compliant?If I look at the legal text found in the EU journal, chapter II, article 5, six possible grounds for lawfully processing personal data are listed, of which at least one should apply. To summarise: The subject has given consent Processing is necessary for performing a contract Processing is necessary to comply with legal obligations Processing is necessary to protect vital interests Processing is necessary to carry out a task in public interest Processing is necessary for the legitimite interest of the controller o
Hello,I am building a full integration of Freshdesk into a custom CRM I have built. I have managed to integrate various APIs but I am struggling with the “Reply as Customer” part.Here is my code:$body = $_POST['description']; $requester_id = intval($_POST['requester_id']); $post = json_encode(array( 'body' => $body, 'user_id' => $requester_id )); $api_key = getenv("FRESHDESK_API"); $password = "x"; $yourdomain = getenv("FRESHDESK_DOMAIN"); $url = "https://".$yourdomain.".freshdesk.com/api/v2/tickets/".$id."/notes"; $ch = curl_init($url); $header = "Content-type: application/json"; curl_setopt($ch, CURLOPT_HTTPHEADER, $header); curl_setopt($ch, CURLOPT_HEADER, false); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_POSTFIELDS, $post); $response = curl_exec($ch); $decode = json_decode($response); print_r($response); curl_clo
Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed
A few many times we miss out some part of an ongoing conversation with our clients because the Emails land in the SPAM folder in the mail box . Such Emails do not convert to ticket in freshdesk. I even tried forwarding the email in SPAM back to mailbox to which the forwarded Email landed in the Inbox folder of mailbox. Still then no ticket got created. Need help!
Hi, I have this odd scenario where one of our customer service agents consistently favors addressing newer tickets over older ones, and I’ve been racking my brain over how to force him to resolve older tickets first.This person is the son of the CEO, who I cannot get to care about this. Countless attempts to change this behavior have proven fruitless, so I’m looking for a way within Freshdesk that would force this outright.Is there any way to set up automation, or something else, that would make it impossible to resolve a newer ticket until an older ticket, or one with higher priority, has been resolved first? Am at my wit’s end. Thank you
When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?
We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.
Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to email@example.com the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:firstname.lastname@example.orgYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51
Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created.
We sell time banks to our customers (design support, tech support, etc.) but it is very difficult to track and more often than not we perform work for a client when they have no time left.I am looking for a way to deduce time spent on tickets from a time bank, the ability for the agent to see how much time the client has in their bank, and ideally give warnings when there is X amount of time left in the customer's bank.Anyone knows of any add-on that could do that? Been searching everywhere but to no avail :(
Hi there, I'm trying to figure out if it's possible to synchronize company and contact info with an external system. We have company and contact info in our main application, and it's partly redundant in FD. I understand why this is, but it would be really nice if a webhook could be triggered from FD to signal our application that relevant info has changed so we can keep the two in sync. I'm familiar with API development and pushing changes to FD from our application. But I'm not seeing straightforward info about webhook capabilities. I looked under Scenario Automations, but that didn't have what I was looking for. Then I wondered if webhooks are offered only at a higher service plan than ours. Any insight much appreciated!
Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve
Hi,We have a customer who asks for these features in Freshdesk Support Desk (formerly Freshdesk) and Freshdesk Contact Center (formerly Freshcaller):The capability to have a dashboard widget on time interval basis for ticket. For example at 08.00-09.00 How many ticket is Open, Overdue, Resolved and Closed and the same with 09.00-10.00 and so on. The capability to have time Interval field in the analytics report for ticket, and call module. This discussion has been raised on a Support ticket ID: 11517765 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated.Thanks.
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