Freshdesk

Is there a way to report on volume of emails sent from a support email address, regardless of group?

Around Christmas time of 2022, fresh service introduced the option to change the freshdesk theme to a holiday one. I am wondering if there is an app or something integrated into the system that we can introduce for users to be able to change their own theme at will. Our support technicians are the people I am referencing to

Hello TEAM, I have two Question for you, I would like to have your support on it. Is there any way you can export the report in Excel sheet? Is there way you can present the report in pie chart without doing it manually

How would one use the filter pane when viewing tickets to see "requester responded"?  I can see it in the tabular view but cannot seem to locate a filter for it.  This would easily allow a view into a question being answered by a requester to proceed with ticket execution.

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

How do I turn off or stop the ability to create tickets from people just emailing.

By default it appears that only the requester is added to replies or notes on creation.  When "requested for" is identified by a client submission then the "requested for" should also see the reply.  Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used.  This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most:  I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

Hello,Hope you are doing well.I'm working in a project in which we are going to integrate fresh desk knowledge base articles in our websiteMy question is that is there any way i can filter/retrieve the articles that are published, currently this api also return the Draft Articles in the API response I am using the following API End PointAPI End Point  /api/v2/search/solutions?term=[keyword]

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.  A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol 

We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports 

It would be great to have the average response time in the analytics as we have it in the current reports.  We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.  We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

I have opted for free plan in freshdesk and widget stopped working which was working before in trial. Can anyone help me here.

I have entered the YouTube link in accordance with the provisions of the upload apps form https://youtu.be/<video_id> but when the apps are published in the description of the apps the video cannot be played and gets a notification "image not found"

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work 

Pretty much what the title says. I’ve managed to do some pretty cool stuff with the API and PowerShell scripts running on a schedule. Unfortunately, this isn’t something I’ve been able to do.If someone could provide an example of a JSON File containing the body on how an asset is added, that would be great. So far, this is what I have: $APIKey = 'MyApiKey'$EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(('{0}:{1}' -f $APIKey, $null)))$Header = @{}$Header.Add('Authorization', ('Basic {0}' -f $EncodedCredentials))$parameters = @{ assets = @{ display_id = "8232" } }$Parameters = ConvertTo-Json $parametersinvoke-RestMethod -URI 'https://MyDomain.freshservice.com/api/v2/tickets/147710' -Headers $Header -ContentType "application/json" -Method PUT -Body $Parameters For clarity, that would make the JSON contents: { "assets": { "display_id": "8232" }}I probably am missing something bu

Is it possible to set up a second portal for freshdesk, whose domain url would end for example in “.de” and not “.com”? I know that I can set custom url, but I don't know about the ending.

I currently have a knowledge base in my own software and I want to transfer it to freshdesk, but I have a peculiarity, each article in the knowledge base answers several questions from users. Example:question1, question5 and question9 are answered by knowledge article X.Can Freshdesk configure multiple questions for the same knowledge item? Thansk!

We discovered that when changing the ticket list to Table view The dates in the column “Created at” are translated in a strange way.Normally you would get “April 6” or “6 April” But in Freshdesk it says “6de Apr.”The ‘de’ part is a little weird.As far as I know, we cannot change this ourselves.Maybe we can get a Feature Request for this?

Hello everyone,I hope you are all having a wonderful week!I wanted to bring up a topic that I believe is worth discussing - the challenges we face when editing and updating articles using the FD knowledge base creation functionality. The formatting is always off, and it looks very different when published.Therefore, I'd like to pose a question to the community and gather some insights on this topic - Have you faced challenges while editing/updating/formatting your articles using the FD knowledge base article functionality? If so, how have you been able to overcome them?I believe that many of us may have encountered this issue, and I'm hoping to hear your experiences and any tips or solutions that you may have found helpful.Thank you in advance for your contributions!Sarin

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

Hello- I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example:  CL to PO.  When I ran the report, I did not get any tickets back with my title.  I just got back a bunch random tickets with different titles.  I eventually ended up finding a ticket with the information, but not with the search.  I added a tag “Keeper” to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search.  Why wouldn’t my search come up in the first place?  Does it need to have a tag?  Do I need to fill in the filters in order for search to pull up what I’m asking for? 

We are trying to create ticket as an Agent from the API, we’ve tried different things as using responder_id; or email_config_id, we trying with different source but We can’t get it, If somebody get this done, we’ll appreciate any help on this topic. if is not possible because is a limitation of the API. We think this would be a good feature to integrate into the API.