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Using Freshdesk
Getting Started

Getting Started

Using Freshdesk

32 Topics
50 Replies

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32 Topics

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AkaCariocaApprentice

asked in Getting Started

Anybody members from Brazil?

If you are based in Brazil, please DM me.Thanks

2 days ago

AkaCariocaApprentice

asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

4 days ago

jlambertApprentice

asked in Getting Started

Sync users/requesters from external SQL database

We have a SQL database maintained by IT that includes all users (and associated data) we would want to sync into FreshService? There are options to sync AD, Azure, etc., but is it possible to sync our users/requesters with our SQL database?

7 days ago

dmitriekoolApprentice

asked in Getting Started

In Freshdesk with personal account Canned Responses is Empty

When I open In personal Freshdesk Canned Responses its empty. But when I manage tickets and insert there canned responses they are in place.Also I can’t share New Canned Responses.

8 days ago

ShieldTeamApprentice

asked in Getting Started

Issue: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object]

I am on a free trial and i keep getting this error, what am i doing wrong?Error: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object] It always shows up when i view tickets. Thanks all

1 month ago

SciBruceTop Contributor

asked in Getting Started

Collaborators and internal group assignment

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created. However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents. However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place. Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

4 months ago

NKNApprentice

asked in Getting Started

New to Freshdesk

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

4 months ago

mhallSkilled Expert

asked in Getting Started

mutiple business hours in a group

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts?if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

7 months ago

barbqApprentice

asked in Getting Started

KaleApprentice

asked in Getting Started

List of Role Permissions

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets.

10 months ago

mannsFeatured Influencer

asked in Getting Started

Freshdesk versus Salesforce?

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

10 months ago

HoopermanContributor

asked in Getting Started

"What's new in Freshdesk" window - German translation not up to date

Hi there,we use Freshdesk in German and can see the messages in the window “What’s new in Freshdesk” in the upper right corner in German as well. But it seems that there was no update on the latest release notes since August 2021. When I switch the agent’s language to English I can see much more news, the latest one is of Oct. 18, 2022). Could you please update the German translations for such release messages as well or, if not possible, disable German release notes in the German language setup and show the English news instead? Thanks.

11 months ago

HuibApprentice

asked in Getting Started

Automatic account creation and GDPR compliancy

Hello, A while ago, we noticed that a Freshdesk account was automatically created for an external supplier that had been CC'd in a ticket by a customer. The account creation was triggered by his e-mail response. After reading stop account auto creation and reaching out to Freshdesk support, I have concluded that this is expected behavior by design.However, I'm wondering, is automatically storing personal data (name and e-mail) for a customer's external supplier GDPR compliant?If I look at the legal text found in the EU journal, chapter II, article 5, six possible grounds for lawfully processing personal data are listed, of which at least one should apply. To summarise: The subject has given consent Processing is necessary for performing a contract Processing is necessary to comply with legal obligations Processing is necessary to protect vital interests Processing is necessary to carry out a task in public interest Processing is necessary for the legitimite interest of the controller o

11 months ago

jpacchiardiApprentice

asked in Getting Started

restricted helpdesk page

On my freshdesk page a user cannot submit a ticket because this message displays:We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

11 months ago

aalexaApprentice

asked in Getting Started

Freshdesk features needs improvement

I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view.

1 year ago

charlesmApprentice

asked in Getting Started

Privacy

Looking for a way that I can make certain tickets private where only VP level or above could see them. Agents would not be allowed to view

1 year ago

StephMaoApprentice

asked in Getting Started

Log in to Freshworks Community and Freshdesk Support

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

1 year ago

scubaroApprentice

asked in Getting Started

multiple agents with same email address

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

1 year ago

DonnaP1Apprentice

posted in Getting Started

i need a customer services support for my business

hello, recently i am launching my own small business which is based on home security. and i created a website which i enter all the information of my services which i provide to my client so suggest me can i hired a customer support team which managed my work or not. see my website here is link and suggest me the best option thanks.https://checkmylock.com/

1 year ago

SciBruceTop Contributor

asked in Getting Started

Managing To-Do's across contacts

I haven’t been able to find much information about the To-do’s you can add on Contacts. (A certain amount about of info about those on Tickets is available.) Without going to each individual contact, how can I find out what incomplete To-do’s remain associated with Contacts? Both “my own” and as an admin across all agents.Is there a sense in which they can be assigned to agents, or are they immutably associated with the agent who created them?

1 year ago

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