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- 3,970 Topics
- 10,461 Replies
La respuesta a los tickets caen en correos no deseados al usuario
Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.
Outbound email permissions
Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?
change default field in forms
Hi,I want to know if it is possible to change the default field when I create a form.the field Requester ask me for mail and name but I want to separate those two informations in two independant fields. But I can’t remove the default Requester field, even if I have others fields in my form.Is it possible ? thanks
"All Tickets" list/view only shows tickets opened this year
Hi,I have an issue with the "all tickets” view/list which only shows tickets from this year.Since 1st Jan, all tickets opened before 2023 have completely disappeared from this list unless I specifically add a filter range of dates ( on desktop )The “ All unresolved tickets “ is still doing things correctly though, showing me all unrelsoved tickets even from 2022.My problem though is that I mostly use freshdesk on android and often need to check / refer myself to past, closed, tickets when I interact with the users I offer support to. However the android app has no apparent filtering possibilities other than selecting the default ticket lists.So my “ all tickets” view/list is completely useless, showing me only the tickets opened during 2023, when I would like to actually see “ALL” tickets, open or closed, of my whole helpdesk, of all time, as implied by the list name.Only exceptions from this list in my opinion should be deleted tickets obviously and maybe tickets marked as spam since
Create AD account from New Starter
HelloI work on a Service Desk and one of my jobs is creating Active Directory Accounts and Exchange mail accounts from the information given by managers in Service Request tickets for new users/starters.I’m looking for technical Information on how to automate these tickets. I want to build a script that detects a “New Starter” ticket and creates the AD & Exchange account for me including populating “Members Of” with certain Groups depending on the information in the ticket?Any help or a webpage that tells me how to build it would be wonderful.Thank you in advance
Freshdesk product information
Freshdesk’s previous plan names were Blossom, Garden, Estate, and Forest.The plans have been renamed Free, Growth, Pro, and Enterprise.Please correct us if we are mistaken.In addition, we need to know how many applications can be linked to a Freshdesk account based on the above plans.
setting up assets
I am looking to setup some assets and I have found Two areas where I would like more functionalityLike in Change Management and Incident management forms when you design them you can add in some “help” comments so the user knows what the required field is expecting. This does not appear to be there in assets - is this something FS will develop. Second problem is the asset owner - this is a text field - ideally this show be a drop down linked to the AD system so you can only put in an validated user ? again is this something Fresh Works would see adn add to roadmap as a useful enhancement.? RegardsMarc
FreshworksWidget "hide" function is not working on iPhone
I have the Freshworks Help Widget on my web app. I call the “hide” function on certain pages to hide the widget.This works fine for desktop and even when using the mobile simulator in the dev tools. But when the app is accessed through an iPhone, on both Safari and Chrome, the Help widget doesn’t hide when it should, it’s always visible.Is there an obvious reason why this is happening?
Due by time sorting
Hello everyone, I’m looking for some help regarding the “sort by: “ the option “ due by time” seems to be the most relevant for me but if I tried I got “no ticket”, see picture attached.Nonetheless, each ticket has this parameter “ due for….”.I can accept another way of sorting the tickets but until now I haven’t find any that will bring the priority first. For instance if I sort by “priority” it’s only bring all the ticket that we put manually in “urgent” Thanks for you help.
Out of office replies do not make it into Freshdesk
My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.
Freshdesk html footer - which plan?
Hi!I’d like to add a small HTML footer (or signature) to the end of all emails we send using Freshdesk. However I cannot find this feature. What plan do I need to be on in order to use it? Freshdesk is pretty much useless for us unless this works… The only way I found to use this was using an exeternal “html signature”-service through API, but it seems riddiculous to pay $20/person/mo for such a thing...
Convert ticket reply to Forum post
When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.
How to delete a custom company field?
I have created a custom company field with the wrong data type and therefore want to delete it.If I go to Admin->Customer Fields->Companies, on the field level there is a delete button and after pressing the button the field vanishes from the view.However, if I go to Companies, select a company and then edit it using the Edit Company button, I still see the field.How can I permanently delete a custom field on the company level?
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