Freshdesk

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results:Resolution time in calendar hoursResolved tickets lifetime in Calendar hoursWhat exactly is the difference? 

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base?I want to have the ability to have complete control over this - and each article should have different “Related articles”

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same 

Hi there,Please fix these two main problems:The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

We currently house our knowledge articles in Google Docs.  Is there an integration with FreshDesk knowledge base.  We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.  

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks  

I’ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4/20. The condition is set as “End Date is System.Current Date”, and I’ve confirmed that both the System.Current Date and End Date are the correct values. Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?

Hello,do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket. 

is there any way to create a public link on private articles?In our use case, we have a series of tutorials on the usage and configuration of a SaaS, and we don’t want all the information to be publicly available.We know we can set everything to private so that it can only be viewed through login, but we need to have some private articles available on demand so that when our clients’ users request help, we can send them a public link where they can view the corresponding guide without login.This way, having a public viewing link for private articles or a secret link would be the perfect solution.

HiWhere a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria.Eg:Ticket No. Resolution Due By Category 1 Category 2 Value (£) 1 yyyy-mm-dd hh:mm:ss Invoiced Received £1.00 2 yyyy-mm-dd hh:mm:ss Returned Paid £2.00 3 yyyy-mm-dd hh:mm:ss Returned Unpaid £3.00 4 yyyy-mm-dd hh:mm:ss Invoiced Received £4.00  Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4.Metric Criteria:Tickets - TotalFilter Criteria:Time Period - SINCE - 2020-12-01 12:00:00 AM Category 1 - INCLUDES - “Invoiced” Category 2 - INCLUDES - “Received” “Paid”Analytics would then return a total value of : £7[The total of rows 1, 2, and 4]Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ? Where a CRM system helps manage the lifecycle of

I got an email titled “New Activity” as follows: I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.Can anyone tell me where it is?

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files?  I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print. 

Hello,When I access the portal preview and then update portal settings such as background color, the changes do not take effect until I reload the preview pageTo see the new modifications, I have to close the website and click on the preview again.When you're working on a portal and can't see the changes right away, it's incredibly annoying.Is it possible that the developers will be able to solve it?Thank you very much.

how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

The Submit button on the Feedback form is very small and much too far down on the page. It should be closer to the bottom of the form.  The top dividing line and Email Address field are longer than the rest of the fields; it looks sloppy. These should be lined up. After entering your email address, you are auto-advanced to the Subject line. If you want to enter your name in the Name field, you have to go backward and click into it. Certain browsers, like Edge, do not auto expand when you click in the Captcha “I’m not a robot” checkbox. You have to scroll your way through the images in a narrow band. Captchas are frustrating enough without that extra hassle.

Hello!A following use case example:Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature.I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?Any other ideas on how to potentially approach this sort of a use case?

It often happens that I can see no new tickets in my Freshdesk.  After 10 mins there will be more than 10 tickets, and some of them sent more than an hour ago.  Is there a setting that the inbox refresh much quicker?

Hiwhat’s this news about archived tickets?  Any 'closed' ticket that has been inactive for 120 days will be archived.That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.What do you think?

I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

Is it possible to install multiple Cloud Discovery integration apps?I have AWS Cloud Integration installed and when I go to install the GCP app, it returns the following error { "status": 500, "message": "Error while executing the app server script.", "errorSource": "APP" } Any help would be appreciated.Mick