Freshdesk

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature?Thank you!

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them.  i cannot see anywhere in the settings that seems to support this - can anyone advise?

I'm having issues with Freshdesk support. I submitted a bug report, but the First Line agent does not understand that it's an actual issue and refuses to escalate the case to someone with the necessary technical expertise.It is so incredibly frustrating. Is the freshdesk support really this bad I probably should look for an alternative.

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

How do i check the Contacts useage. due to GDPR guidance?For example, Client 1 has a account, but hasn't used it for 1 year.Is there a way to export a list of these accounts that meet a certain threshold? and if yes, is here a way to do this automated?

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

A few many times we miss out some part of an ongoing conversation with our clients because the Emails land in the SPAM folder in the mail box . Such Emails do not convert to ticket in freshdesk. I even tried forwarding the email in SPAM back to mailbox to which the forwarded Email landed in the Inbox folder of mailbox. Still then no ticket got created. Need help! 

I created a saved search for All Tickets w/in 24hrs, where i started w/ the All tickets w/in 12 hrs that was already part of the system.  In time, for no reason that i can find, the search I created goes “Poof” and just drops off my saved searches list.  Other searches I’ve created and saved remain, no issues.  Just this one, the All Tickets w/in 24Hrs. 

hido anyone have user guide for accessing Freshdesk for agents step by stepthanks

Heyy Folks!Struggling to decide between a Chatbot and an Agent Assistance Bot for your customer service? Join us for a 60-minute virtual session where our Subject Matter Expert, Neil Dutta will break down the differences, key use cases, and when to use each of it for maximum impact. Here’s the registration link -  Direct Joining link if you haven’t received the Zoom invite. 👇 https://freshworks.zoom.us/webinar/register/WN_SrBev2SdSqeqoZ8MyQ_JhA Please ping me on this thread in case you face any issues with the joining link. Happy to assist.

Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed

Hi all, for our groups, for example we have sales/purchase orders and general/system updates. Is there a way for us to extract the words purchase orders and system updates only (after delimiter /) in the custom attributes formula?Trim doesnt work as the length of character before / can be different. Seems like it is lacking in a FIND function.

We have been utilizing the slack integration for several years now,  during which time our company has moved over to teams as an organization.   I would like to utilize the new MS teams integration, unfortunately the developers did not make the integrations equavalent.    While I can add a push to slack action to a private slack channel,  The MS teams integration only allows pushing a message to MS teams Public channel.   As we have channels for supervisors,  Level 1, Level 2,  ….   This basically nulifies the entire integration.    Has anyone been able to set up a webhook or come up with a workaround for this overlooked functionality?    

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

Hello Everyone, I’m following this solved thread but still in search best solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks in AdvanceRegards: Zaina 

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

Does anyone here experience this issue. See attached screenshot,  

Hey All, I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information. One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results. This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake. I’m wondering if anyone has fou

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk.Can you help by sharing any others or point me to where some might be?Many thanks in advance.Trevor.. <div class="single-article-content article-body">        <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre>  <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:support@freshdesk.com">support@freshdesk.com</a> to get it enabled for your account.</pre><p>

If our company has support groups in different time zones with different defined business hours and I run a report for average ticket resolution time in business hours, how is the calculation done with respect to these groups? If they work on the same tickets will it be based on the group affiliation of the person resolving/ closing the ticket, or?

When accepting Grammerly suggested changes when replying to a Freshbook ticket, the change is placed where the currer is located instead of replacing the misspelled word, or the change does not occur at all.Example:What I typed - Thank you for your patencs while I work on your issue.What happens when I have Grammerly fix the error. - patienceThank you for your patence while I work on your issue