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The default view of the ticket replies is in chronological order. When you have more than two or three exchanges in a conversation, scrolling down to see the latest reply, every single time, gets aggravating. When this Freshplug is installed, the order of ticket replies can be reversed so that the latest reply is displayed first and the first response is displayed last.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 reference6. 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"
Hello,I would like to implement a seachfunction from outside freshdesk, because I want to connect freshdesk with out phones.I'd like to search contacts via phonenumber in freshdesk. Something like that:https://DOMAIN.freshdesk.com/search/home/suggest?term=TELEPHONENUMBERThere seems to be no way of search ing via API.Is there any other way?ThanksMarco
I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav
Hi Community,I’m trying to automate the creation of the tickets.I built a Microsoft Forms and I want to use Power Automate to send to my firstname.lastname@example.org an email and after that, it should create automatically the ticket but I’m not being able to find where I can do that.Also, in general, do you know if Freshdesk has already an online form that I can share via URL and my employees can use it to create the ticket? Thank you very much
Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to email@example.com. Freshdesk has not provided a response. There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week?
We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!
I'm new to Freshdesk, and I am trying to export all my tickets to a report. I am viewing all my tickets - have even tried selecting all tickets - but the export only shows two or three tickets.Why? Is this because it only export a certain type of tickets, and if so is there a way to export all tickets?
I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?
Is it possible to add another value to the priority dropdown menu? I want a way of excluding projects from our SLA. For example, if i create a ticket to create a new image in time for Easter next year and set the status to project - i would like it to have a 3 month deadline.Any help would be much appreciated.Thanks
If the user sending a support request can paste an image, but that image will not be sent, then this is a problem. It should be that the user cannot paste an image if there is no way for that image to be included with the support request.I don't know how big an issue it will be, but I want to put a disclaimer on the form "DO NOT PASTE IMAGES in the Description section" and that feels kludgy.
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.
Hey community,We need help with configuring DKIM.The issue is next, we have Mailbox with email address: firstname.lastname@example.orgThe problem is outgoing emails do not have DKIM record, SPF showing SOFTFAIL and DMRAC - FAILYou can see that on this screenshot: https://prnt.sc/u8zki7The question is, how do you fix this? Emails end up in spam.As far as I understand, this is not a custom domain and we have no any records in Admin > Support Channels > Email Settings > Advanced Settings> Configure DKIMSo, not sure if we need to do something with our DNS.
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