Freshdesk

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket  What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

I am struggling trying to figure out what is a bug, and what is just not available in the free version.   The canned email for resolved tickets in the free version states that the ticket will reopen on reply.   I tested this and it does not reopen the ticket.    So, is that a bug or just something that is not available in the free version?    

Hello All,  is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj 

We are trying to run/create reports in analytics, that drill down to ‘user role’. Has anyone been able to accomplish this?

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

Is it possible (especially via APIs) to get one of the followingif a ticket is merged and to which ticket all the tickets that have been merged into the current ticket

There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

It is possible to grant permission to an end user or “requester” (Non agent) the ability to see a Kanban board for a specific group? We have a user that is heavily involved with a specific group and needs to see all tickets assigned to an agent group. He would like to have them displayed in the Kanban format as well. Do to contractual and security reasons I cannot make him an agent or observer as that would enable them to see private notes. Any ideas?

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do  I adjust the alert for unattended tickets?

I don’t want to reopen closed tickets.If costumer replies to a cloded ticket the platform should create a new one. How can I configure Freshdesk to have this behaviour?

We’re excited to share this theme from Taaza Themes Click here to preview this theme. The Sawo Freshtheme is great if you have a lot of support articles as it can display them all in the theme sidebar. Users can browse, expand and collapse the solutions and folders to see all articles available. On the homepage, this theme also features custom blocks to display key information, video blocks, and all other useful components.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal.Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links.Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well.Custom blocks – These blocks are great to highlight key information on the portal hom

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

My company sells bicycles directly to customers via our Shopify webpage (we have the connection between Shopify and FreshDesk already operational), and I'm in need software/platform/extension that can allow me to: Track the "life" of my products and know based on the Shopify purchase date information whether this product is still under warranty Track any further rework, change of parts, change of product, maintenance work, etc... has been done to the product. Identification of the product can be based on the unique order number a customer is assigned when purchasing through Shopify, or using the customer's email at the moment of purchase. Track the costs associated with any of the events associated above.I hope I expressed my needs. What I'm thinking may be a good example is when you take your car to service with the dealership. They have a software/platform which tracks if any parts have been previously changed, all of your maintenances, cost of labor, etc. Any idea what might help me

Is it possible to schedule or delay the responses to the TICKETS for the start of the next business hours?AttnGustavo Santa

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 ) 

.

Hello,  We have a number of custom fields in the companies table that return successfully via the API. Recently we added a new custom field and it is not returning any values through the API https://companyname.freshdesk.com/api/v2/companiesThe new custom field was added 3 weeks ago.Any ideas as to why the new field may not be coming through?ThanksMatt

calculate the time between the 'Agent assignment time' AND the 'time when agent sent out the first response'? is this available in reports?

If an agent opens a ticket on behalf of a customer it should already be marked as responded for SLA tracking purposes. Currently it sits awaiting agent response in accordance with the priority number.  In other words it is awaiting a response that already happened by virtue of the agent having opened the ticket and and placed the customer as the contact. The agent should NOT then have to follow up with an empty response just to meet the SLA.  This obviously would be different from tickets generated from automation and only apply to a self-assigned tickets manually opened by the agent.  If it were re-assigned to a different agent then the clock should start for a response. 

Can you tag (associate) an article to a particular ticket form so this information is presented to customer on the particular ticket form page.

We were having trouble with the formatting in our canned responses (font/size changes, random paragraph spacing) that was unfixable in the Freshdesk canned response feature, so I copied our CRs and pasted them into Word to fix them, then repasted back into Freshdesk. All seemed to have worked great, except that now when we hit send on a canned response, our response shows up in a white box. I have manually selected the text in the canned response editor and made sure the background was #FFFFFF, which should be transparent. How can we fix this?  

Help! We have requirement for multiple ticket forms - ie 20. Each has bespoke ticket fields in them. Ie one might have a drop down ticket field callled “Certificate Type” and the other might have a drop down field called “Historic Type”. These are bespoke terminology to our business and customers. Do I have to create a ticket field for each one? I have done a few forms now but we have so many ticket fields I am sure I am doing something wrong and there is a better way to do it? Our agents have to also close down all these fields.