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Freshdesk Contact Center

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67 Topics

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rhea.desouzaSkilled Expert

published in Freshdesk Contact Center

AmanyApprentice

asked in Freshdesk Contact Center

I would like to obtain the relevant permission to be published in my article as examples of teaching and learning with chatbots.

Dear Sir or Madame, I have registered with Freshdesk since 6 months ago and created an account through the trial version of the platform. I wanted to explore the benefit from the platform by developing a chatbot. I have used (chatbots) tool and develop a chatbot named Bashayer, and I have used it with my students to support their learning. It was an interesting and successful experience that yielded positive outcomes. I am currently writing a paper with my colleagues to share this experience using chatbot technology through the Freshdesk platform with the educational community. Therefore, I have obtained capture screens from my utilization of the chatbot through the Freshdesk platform, and I would like to obtain the relevant permission to be published in my article as examples of teaching and learning with chatbots. Note: User data has been hidden in all images.Note: The Freshdesk platform on which the chatbot has been indicated and referenced in the article. Please advise me on this

1 month ago

mindmasterApprentice

asked in Freshdesk Contact Center

ERROR URGENT! Portal You have been restricted from creating a ticket.

We are facing this problem with the portal, can you please help us?You have been restricted from creating a ticket.We just cant use freshdesk properly for our operation without the portal formThanks in advanceDeniscontato@mindmaster.com.br

2 months ago

selhiaApprentice

posted in Freshdesk Contact Center

looking for freshcaller custom app developper

Hello Community,I am looking for a developper able to create a custom app in freshcaller which will :Identify a customer based on his customer Id which the customer will type on his phone when invited to by the SVI Choose their position in the call queue depending on the type of subscribtion (linked to the customer id) they have. (The higher the subscribtion the higher the position in the queue)

2 months ago

reuvenSkilled Expert

asked in Freshdesk Contact Center

Why can't I search for a deleted ticket #?

while they are still in the trash.

3 months ago

reuvenSkilled Expert

asked in Freshdesk Contact Center

resend email every x business days, x amount of times when a response is needed to a question. If no reponse after x times reroute teh ticket

We often need to ask our business partners if they have serviced the client in some fashion, and need to ask around 3x. When there’s no response we need to escalate the ticket. Is there a way to automate this?

3 months ago

Chris S.Skilled Expert

asked in Freshdesk Contact Center

Queue position message in another language?

Hi, I was wondering if it would be possible to translate the queue position message.At this moment it is only in English and I can’t change it.Did I oversee the option, or is it really not possible to edit this message?Hopefully there is a possibility…Thanks in advance for all your thoughts.

3 months ago

HelplinemanagerApprentice

asked in Freshdesk Contact Center

Multiple IVRs in one company

Hi there, Hoping I can make this make sense. I work for a organization that is moving over to Fresh Desk Contact Centre which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a separate public number) . This number will have its own messaging and menu options, however is it still possible to transfer to the second IVR or have calls over flow to it? Have included a visual of what I am talking about. Any help with this would be great.Thank you.

3 months ago

Fatih DoğanApprentice

asked in Freshdesk Contact Center

How can I transfer call to a que when doesn't have any available agent?

Hi everyone.For example we have 2 que.Support BillingOur customer pressed 2 and went to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can’t. Because they allways have to select an agent. If there is no any available agents on the que, they can’t transfer.We need to transfer to selected que and after that, the que must distribute the calls with in rules.Is there any way to solve our problem?

3 months ago

Abdelfattah74Apprentice

asked in Freshdesk Contact Center

Updating ticket subject using webhook triggers

Hello dears,I tried to use webhook triggers to update ticket subject but it didn’t work and i tried all ways but nothing happen to ticket, and there is the screen shot of my configuration.Thanks for help.

3 months ago

AarthiJenniferApprentice

asked in Freshdesk Contact Center

Issue with Treelo Integration

We have used trello as an third party application to integrate with Freshdesk for better engagement,we used the free version.But now we have recieved an complete pay receipt of around 20k to pay for this month, which we feel is inappropriate.

4 months ago

mfrishApprentice

asked in Freshdesk Contact Center

Ticket switching from Voicemail to Abandoned after Automation Ran

Freshdesk is treating abandoned calls incorrectly and support says it’s functioning as designed, so there is nothing they can do.If a caller hangs up during the outgoing voicemail message, without leaving a voicemail themselves, the ticket gets created as a voicemail, my automation runs as if it’s a voicemail (high priority), and THEN Freshdesk recognizes that it’s in fact an abandoned call, then changes the subject to Abandoned Call. I’m left with an Abandoned Call with a High priority.I can’t even make a Time Trigger automation to switch priorities after the fact since Time Triggers does not allow me to search in Subject or Description.I’ve seen a few others complaining about this over the years. Why isn’t this being fixed?

4 months ago

Jaya RamaApprentice

asked in Freshdesk Contact Center

Outgoing emails are blocked

HI, “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”. What do I do? https://jayatestpoc.freshdesk.com/this my URL Thanks

5 months ago

HannahHApprentice

asked in Freshdesk Contact Center

Agent alert for incoming telephone calls

When receiving a telephone calls via Omnichannel (Contact Centre), does anyone find the incoming alert the Argent hears somewhat grating?While you can customise everything the caller (customer) hears, it seems the agent is stuck with the default. Note, this is only an issue if you are using your PC to receive the calls (a mobile will be your mobile ringtone) I’ve asked the support team about this (I’m told it’s not possible at present), but would like to know what other users think.Plus I am welcome to any suggestions you may have to make the agents experience better.Thanks.

5 months ago

PreetiApprentice

asked in Freshdesk Contact Center

Creation of Filter

Our team have a pool of large number of Profiles. Our Concern is all this profiles are not candidate. We want to create a filter from which we can scrutinize pool who have attach CV or any Document. And filter those who have not attach anything.

5 months ago

cgcts

asked in Freshdesk Contact Center

Sending customer an account activation email

I seem to remember a button on the contacts page that lets us agents send our customers freshdesk account activation emails. What happened to the button, was it removed ?Situation : A customer creates an account but never receives the confirmation email, and doesn’t notify un until many months go by and calls us upset that they cannot get support and have no idea that we didn’t reply to him because he never got into the system to create a ticket.-In this case I had our Admin go in and assign him a disposable password so he could log in and create a ticket, reminding him he should go to his account settings and setup a password he could remember.

5 months ago

aileen.maryApprentice

posted in Freshdesk Contact Center

Increase the visibility of your calls with Call Lifecycle

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

6 months ago

JarrodContributor

asked in Freshdesk Contact Center

How do I maximize audio quality for Automated Attendants?

Basically I am looking for best practices to ensure the audio quality is as high as possible for people hearing recordings in the automated attendant system. We know to use a high quality microphone and use editing software to filter out background noise, etc. That said, we still experience relatively low audio quality on some recordings even on a high quality connection/call.

6 months ago

mchrisbennerApprentice

asked in Freshdesk Contact Center

Any other Freshdesk data export besides .xml? Any other way to migrate?

My company is switching to Salesforce and I’m the middle man between Freshdesk and Salesforce. We’re trying to bring everything over but we hit obstacle after obstacle.tickets with correspondences that don’t link to the ticket .xml that doesn’t translate downloading attachments from ticketsExploring options for a .csv have led nowhere. Online articles that seem helpful are expired or non-functioning, even those created a year ago. What am I missing? How are other people exporting to other platforms? Am I stuck with this chaotic .xml export that doesn’t carry all related data? This has been a never-ending issue that, initially, I thought should be simple with one large export of data.

7 months ago

szilatApprentice

asked in Freshdesk Contact Center

How to backup Freshcaller and Freshchat settings

Hiwe are looking for how we can backup Freshcaller setting (Teams, Numbers, call workflows etc) and the same for Freshchat (Groups, Canned Response , etc )I found out, we have some apps for Freshdesk to backup such informations ,, but not for the caller and the chat, and when we want to develop our own app for this feature we don’t have no access to those informations via API or SDK.do you know if Freshworks have plan to implement a backup solution for Caller and Chat.Sakina

7 months ago

Mikal11Apprentice

asked in Freshdesk Contact Center

Incoming Calls - Customer Feedback

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

7 months ago

timdavidApprentice

asked in Freshdesk Contact Center

Backup for Freshcaller

Hi! I want to backup Freshcaller settings and Fresh chat as well. Can I get any apps for this just like Freshdesk? I’m also unable to develop something of my own like an app that I can use for backup as I don’t have access to info. Please guide me how Can I do backup? If I can’t the what are the good alternate solutions?

7 months ago

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