Freshdesk Contact Center
- 63 Topics
- 80 Replies
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?
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.
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.
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.
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.
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?
Live Dashboard - Suggestions?
Hello all,We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.For us a call technically doesn’t count most of it’s metrics until it starts ringing in its queue or when it is in the wait queue.By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.I also find it is counting people who have rung before we are open and greeted by our closed IVR mean
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.
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
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?
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.
Bi-Directional Syn Google Contact - Fresh Contact
Fresh Contact isn’t bidirectional sync with Google Contact.This is a big problem.I receive all mi new contact by website, lead generation, ecc.I work for this new contact are mapping on the CRM.But when are mapping i can’t use by other external device on Iphone because the contact not exist on Google Contact and isn’t possibile sync.For me it’s a very big problem, i do insert 2 times the contact ????Please any have a solution? ThxLuigi
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?
I am looking to start an answering service and need certain features.
Hello All, Nice to find a group to have a conversation with. I am in exploration mode looking for certain features in a cloud platform.If I am way off base please let me know. Blow are the features I need (big items) and I am sure there are more I am not thinking of.I am a home inspector and have a “Service “ answering my phones that is specific to my industry and booking my appointments. I want to start my own service doing the same. I think it can be done better. I need a platform that can service multiple companies each with their own phone number(s) and custom voicemail greeting. That is the big one. Then: Inbound and outbound calling / W Caller id CorrectCustom Voice mail messages per CustomerCall ReportingCall ReportingLocal office feelIntegrated Chat
API limit Error 429
Hi, We have been using azure data factory to retrieve data from freshdesk for the past few month, without any issue, Since since two day, we are getting this error “The HttpStatusCode 429 indicates failure. Request URL:“ Has there been any change in throttling down the API limits. What are the limits though, cant seem to find this information anywhere. I even tried retrieving data for just one day and it gives the same error. Can the API limit be increased /reset ?
Ask the expert: Set your contact center up for successAsk the expert
Freshdesk contact center users - this one is for you! The Freshdesk contact center empowers remote support and sales teams, enables collaboration, helps you get to know your customers better, and have personalized voice interactions through high-quality and secure calls.In our next Ask the Expert session, we have @harshaa.sridhar in the house! Get the complete low-down on how you can set up your Freshdesk contact center successfully. A little bit about HarshaaHarshaa is the technical account manager at Freshworks for over 3 years, extremely passionate about working and product development. In her spare time, she loves soap making and gardening (pretty cool?) Here are a few questions you can ask in the comments section below -- How to route customer calls efficiently? What are some essential capabilities that I need to look for in a contact center software? How to equip agents to answer customer queries effectively? This thread is open from May 12 - May 20. Share your questio
restricting access to customer notes to certain teams
In preparation for starting fresh caller, I wondered if it were possible to restrict access to customer notes to certain teams? We have a helpline where calls are confidential, however we work closely with our customer service team who take some of our calls if our clinical staff are all in a call, however due to the nature of the calls we would not be able to use the notes function if everyone can view them and not just those in the specific clinical group. If we could restrict access to the notes areas for these callers, it would help with repeat callers.
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