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I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example?
I am experiencing some UI glitches on chrome for mac. When clicking on a task from the dashboard, a modal pops up and immediately goes away. There is no chance to read or interact with it. Bullets and numbers sometimes do not work inside text windows when submitting a reply, note or follow up, the item will post but UI will hang forcing a reload of the page.
We all know how frustrating it can be when users raise tickets for obvious issues that can be solved by restarting their computer? Well, not anymore!Freshservice automatically suggests articles from the knowledgebase even when the user is typing out his ticket details.
Howdy, I'm the Customer Service sergeant on the ground for a medium-sized software company and I had some questions about freshdesk functionality; I'm going to describe what I'd like to set up and then if you guys know if it's possible or not you could save me from leading myself down a primrose path towards a solution that doesn't exist.I'm setting up a user feedback system that sends a web-filled comment to our freshdesk account via an aliased-email with a predefined Subject Line.What I'd like to know is if it's possible to perform certain actions withing fresdesk automatically when a ticket comes in from a certain email and/or with a certain Subject Line ie. Assign it to a "feedback" account, put certain tags on it and set it's priority and status. That way we can just aggregate all the feedback instead of having a helpdesk tech have to do "inprocessing" for each by hand.Thanks in advanced, (and let me know if this is in the wrong subforum)-WG
Is anyone else having this same problem?I've already accepted the fact that Agents can't forward emails directed to them over to FreshService because Outlook strips out the email address from the quoted email thread ... though, if they accepted Forward-As-Attachments .. that would fix THAT problem.But is anyone else having a MAJOR issue forwarding emails into tickets where the resulting ticket is missing the ENTIRE email thread quoted in the forwarded email?So user A sends an email directly to an Agent. Agent forwards email to FreshService -- and the resulting ticket has *NONE* of the original email sent by user A.I'm kind of, sort of, working with tech support on this -- but I'm not quite sure they get it.Anyone else dealing with this?
HiiI am using freshdesk sdk in my app.My question is can I access certain FAQs article from certain button from my app.Basically I am trying to put little question mark buttons all over my application and when clicked user will redirect to exact FAQ article related to the topic where the button was
Hi,I am considering my options regarding starting a service desk and I would like to ask how you differentiate from your competition.Another question I would like to get answered is related to your support. Do you offer 24/7 support, or 24h support on business days?Thank you in advance.Best regards,Harry
A user has send an email to our helpdesk.This email is converted into ticket [INC-20557].The user recieves an email telling him about this ticket.The user forwards this email to the email address of one of our agents.The agent sends a reply to this user with our helpdesk in CC. The subject at that time is 'RE: [INC-20557] FW: laptop/phone/kaartjes'.This reply has created a new ticket with the agent being the requester. The agent received an email with the subject '[INC-20617] RE: [INC-20557] FW: laptop/phone/kaartjes'. Sounds like a bug to me...
Hi,What is the difference between added a new topic in a forum and submitting a new support ticket?When should one use which?Also, is there is difference in the functionality of tickets and forum topics? For example a ticket has an assigned agent, a ticket can be pending, etc... I assume all this does not apply to a forum topic or am I missing something?Thanks,Sarah
Hello,I received no feedback on this as a Feature Request and it is a definite problem for my team, so I am raising it here also.I've set up a vanity email address using our company domain (e.g. firstname.lastname@example.org) and have configured forwarding from the email to the generated Freshservice email associated with it.The problem is, when we receive an email from our service desk it does not display only the vanity email (e.g. IT Support <email@example.com>) and instead shows as coming from the Freshservice generated email address "on behalf of" the vanity email address, i.e. IT Support <firstname.lastname@example.org> on behalf of IT Support <email@example.com>.We are using Office 365 with Exchange Online, and Outlook 2013 is our primary email client.We're keen to roll out Freshservice but this is really putting my management off using it as it will cause confusion and concern within the company when they see emails coming on behalf of There is clearly
HelloWe have a first line of support and other teams as the below - Helpdesk : 1st line of support- System Admin , Voice & Network teams are higher tiers We here as Helpdesk must be the team who closing the issue/request with the requesters.But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.Is there anyway to submit another ticket depending on this ticket to another tiers ?
Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please. Is there a way?
Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please.Is there a way?
I was wondering how you handle multiple incoming email addresses and replies to tickets etc? For example, we currently have a support@CompanyA.com email address set up and we now need to introduce support@CompanyB.comCan tickets be assigned automatically to the relevant Agent Groups?Once a ticket has been created, how do I control which address the replies come from? I don't want CompanyB contacts being emailed from support@CompanyA.comI was also wondering if anyone else out there has moved from having a single company in Freshservice to having multiple companies and how you found the migration process?
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