Read, learn, and solve about our Support Desk product.
- 3,956 Topics
- 10,428 Replies
How can agents response to new tickets with email?
I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.In my setup I have agents in a group, all new tickets get assigned to that group resulting in a “Ticket Assigned to Group” notification.When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?Thanks
SLAs how they work?
Hey :-)We have some custom ticket status for us:New ticket (new ticket created) (SLA timer)Ticket accepted (ticket has been reviewed and an agent will be assigned to it)Active ticket (currently working on) (SLA timer)Completed (ticket is done and if the customer is happy, he closes it)Usually, customer created a new ticket (Status: new ticket) and we check it out to see what needs to be done (Statu: Ticket accepeted). The available agent will start working on it and change its status to “Active ticket” (Status: Active ticket) and work on it until it's done. Finally, he'll let the customer that his demand is completed (Status: Completed) Now, my question:Does SLA time resets on every status or its a TOTAL time? Meaning that if we have a 24 hours first response time and a new ticket is created and it's been there for 2 hours, now there's only a TOTAL of 22 hours for the SLA to trigger or will it reset when I change the status to another one? Thanks for your help :-)
Canned responses don't apply email subject change within its feature which force agents to add more steps to send a proper email, with a correct email subject, to customers.Email subject change should be automatically applied within the canned responses feature. It should help the agents loads of works from manually change it to just apply the canned responses. Please take action on this. Thank you for your kind assistance.
Agent Ticket email preferences
We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email. We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version? Many thanks. --- L
Workflow is waiting for another event Orchestration Listener
I have created a workflow with App Orchestration to SSH into a server and run a bash script that uses the aws cli to update some security groups. My workflow works fine to a point. It gets up to and runs the SSH script successfully via the orchestration server then workflow stalls waiting for something from a orchestration listener. I find no supporting documentation on this or if there is anything specific I need to echo or send from my bash script. The only errors I see in logs on the orchestration server state it is not sending to rabbitmq which did not get installed with the OSR. The server is online. It has internet access, however there isn’t even a execution log generated. Has anyone seen this or know what the communication issue might be? Workflow is waiting for another event Orchestration Listener
Forwarding Tickets to internal emails
Hi Community,I have 5 emails set up but lets focus on 3 here : email@example.com, firstname.lastname@example.org and email@example.com.If an email (ticket) comes into the business (to firstname.lastname@example.org) and I need to forward it to email@example.com, I can ONLY do it from firstname.lastname@example.org, it works fine and the reply goes back and its great.If the same email comes into email@example.com and I forward it to firstname.lastname@example.org, the exact same as before, nothing happens.Can anyone help with this issue?Thanks
How to assign a Service Task to more than one field technician ?
Hi,For our Freshdesk instance the Field Service Management module is activated.At my company it is tipical to send 2 field technicians on site to perform a repair activity.To create the on site calls we create Service Tasks from tickets.In a Service Task it is possible to define the responsible field technician.But this can be done by choosing ONLY ONE from the list of field techs.Is it possible to setup Freshdesk system to allow us to assign more than one Field Technician to the same Service Task ?Thank you!
Double search bar text in Knowledge Base portal + no search results preview
Hi All,We are experiencing an issue implementing a new theme in Freshdesk for our Knowledge Base. We have this with a paid and with a free theme so it does seem to be linked to Freshdesk I suppose. When implementing the code, everything is going well but the search bar still shows the default text and when searching something it does not preview any results. (when clicking enter it does show results but we would also like to see the preview.). See example of our situation: VS what we want/Freshdesk’s website. Any ideas how to solve this? Thanks,Thomas
Which company is good for performance testing services?
The effectiveness of an application in terms of speed, scalability, responsiveness, and stability under various workloads is assessed using performance testing services. It's a method for testing unfinished software. Performance testing solutions and services are widely available and stand out from the competition thanks to a software firm called Appsierra. The business has a thorough awareness of both its internal operations and its market. Customers of this business have unlimited access to it.
Query related to API Key based authentication
Hello Experts,I have couple of queries related to decommissioning of password based authentication feature. link for one of our application as of now we are accessing the freshservice api’s using basic authentication, where we pass the api key of the agent in user name and X in the password and generate base 64. After May 2023 would this basic authentication be still possible? in general for api key based authentication, we pass the apikey name & value in header, but what is the keyname to be passed for fresh api’s? Is there any key header? /Deva
links in community posts dont work
when i click any links in community posts, they redirect to community.freshworks.comexample:https://support.freshdesk.com/support/discussions/topics/326810/ The actual link is:https://support.freshdesk.com/support/discussions/topics/326810/?_gl=1*ffll75*_ga*MTQ4MDExMzAwNS4xNjc4NjIyOTE3*_ga_5S1FBQDGB1*MTY3ODYyMjY1Ny4xLjEuMTY3ODYyNDY4MC40Mi4wLjA.source of this link was a post entitled:“Ive just got 160 pages of spam tickets in about an hour...”below i’m trying to post the url of that post i dont know why it rendered like this:
Automating Data Export in Freshdesk
I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the
Automated reply not threading for customer
Hi!We want to be able to send an auto reply to a customer. We also want this reply to be threaded for the customer. Using the standard automated reply ”Reply to requester” does not work by design. So we tried to do a webhook automation with the reply API. The problem with this is that for customer that uses Outlook Windows application the reply is not threaded with the original request. It seems that the problem lies with what email client the customer uses. In Gmail the reply threads with the original request. Is there a way to solve our problem?
Agent emails for ticket assignments not working correctly
Hello! My team is having an ongoing issue with agents not receiving some ticket assignment emails. The option is configured in the settings and most do get sent, but not all. This has left us in a tricky place as those tickets don’t get addressed in a timely manner due to the agent not being aware of something to take care of until they have to login to the system for another task. Everyone in the chain then gets frustrated by the problem, from the agent to the customer to myself as the admin. I’ve looked into it but there isn’t anything I can do another than confirm from the email box that there are no “Ticket Assigned” emails for the tickets in question when they get brought to my attention. This happens over multiple email ingest accounts, multiple agents on different teams, and from both new tickets that get auto assigned as well as manual assignments from other agents. Is there anything that can be done about this? Thanks.
Create a ticket from an email. From and cc can't point to Freshdesk?
We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers. To: email@example.comCC: firstname.lastname@example.orgFrom: email@example.com We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works… Is there a way to accomplish what we want(create a case for invoices emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their A
Join the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.