Read, learn, and solve about our Support Desk product.
- 3,970 Topics
- 10,461 Replies
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?
Create automatically issue in Jira
Hello friends, ask, it is possible that the ticket that is created in freshdesk is generated automatically in Jira, without having to do it manually, that is, without having to enter the ticket in freshdesk, search for the Jira Plus app and press the "Create Ticket" button
Proactive Outreach - Get it to the Inbox
In testing this new feature (which I am very excited about) I noticed that the emails do not show directly in the customers inbox, rather they get filled away and filtered out. Any ideas on how to fix? I’ve had to resort to mail merge to ensure our customers see emails and would love to take advantage of this feature - but it’s a low hit rate for me.
Render 2 Widgets on Same Page
Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.
Can you have user generated fields?
We have a business need that we were hoping FreshDesk would be able to resolve. We run a Learning Management System as a service. One of our services is to add courses and Instructor Led Trainings. Two of the components of an ILT are Sessions and Events. There is no set cap on how many sessions and events an ILT can have. An event, or more likely, events reside inside a session. So, in one ILT, you could have:2 Sessions each with 1 event5 Sessions each with 3 events50 Sessions each with 6 events.This goes on ad infinitum. We want to capture all new ILT requests (no matter how many sessions or events they have) with the least amount of fields possible. For example, a customer logs in, sees the form for requesting an ILT, types the number of sessions they want, that number of conditional fields automatically populates. Is this doable? I have no idea how to do this in fresh, or if it is even possible. You can accomplish this with survey tools, but we got a ticketing system to process requ
Multiple FreshDesk accounts for the same company
I currently have a FreshDesk account for our IT helpdesk. We are thinking about implementing Freshdesk for our Customer Service department. Instead of using the same FreshDesk account, I'd prefer to set up a new account. The reason is that the IT helpdesk is for internal employees (so other employees are the contacts) whereas Customer Service will deal with external customers. There will be different ticket fields and the Customer Service account would sync with our CRM system to get the companies and contacts. For these reasons, I'd like to keep them separate. The main concern is that both accounts will have support emails with the same domain name (firstname.lastname@example.org and email@example.com). This all seems to work OK so far except that when I set up the DKIM for the second account, it says that the domain is already verified with another account. Is that OK or will I run into problems?Thanks,Joe
Fetch FAQs from FD knowledge base on basis of some tag that can associated
Hi I was looking for if there is a way to achieve below two things Search faq articles from knowledge base with some filter in it . For example if i have multiple products whose FAQs are stored in the same account and i want to use the search API of FAQs using some filter that will only fetch FAQs with that particular filter ( I saw that Fresh-chat mobile SDK offers this as solution but does not have APIs associated with it) 2 . Use FD knowledge base similar to how FC knowledge base is created in SDK (with all the filtering capabilities that they have )
Secure the Freshdesk portal to staff only.
Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines. How to do this?
Add a second contact as CC to a ticket
Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.You can do that per reply, but it has to be set again with every reply if the client didn’t open the ticket with a cc in the first place.
How do I listen for bulk ticket updates in Fresdesk?
In Freshdesk serverless there is onTicketUpdated, in Freshdesk webhooks it is possible to listen for a ticket update. However, it is possible for an admin to bulk update tickets. For example change multiple tickets’ assigned agent. How do I listen for those bulk changes using the Freshdesk API?
Automate a reply message to the WhatsApp users
Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.
Tickets are merging on their own
I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines). Freshdesk seems to merge those tickets automatically into one. As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off. Please Help.
Analytics - Stop automatic export of reports
Hey community,In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don’t need it anymore.I might have actually deleted the report itself, but I’m still receiving copies of it. Many thanks,Toni
why doesn't sending a ticket to spam show in the "recent activities" list, just like deleting?
We like using the spam filter so we can add to blocked addresses. Hey, I see I can edit my QUESTIONS here… so why not have the edit option in the ideas section too, instead of the messy workaround of adding a new reply…..
Ticket Field Management for Agents
Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together. Thanks in advance.
Ticket Properties > Topic list will not stay in order that I specified
Hi,I realize this is a known issue but can someone please explain when this will be fixed? I have added topics over the years we have used FreshDesk and always kept them in alphabetical order. They are no longer in that order. Now they seem to be in the order they were added (but I’m not really sure that is what it is). It’s a pain when you are trying to work and having to scroll up and down trying to figure out where a particular topic is. All the other Ticket Properties seem to respect the order I put them into. Why doesn’t the Topic list? Thanks!Mia
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.