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Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server. Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket. Sending that reply therefore creates another ticket. How do we make Fresdesk remove that email address from the cc line?
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Is it possible to change the default setting for notes on changes - so it pr. default is public and not private? I´ve allready use the toggle app on the tickets and it works perfectly fine there, but on the change module nothing changed. So the question is, is there any app or maybe a business rule that can help me with this matter?
Hi all,For these email notifications:we are not receiving any emails.When I go in and edit the notifications and send a test email from within the editor it works, but no one is receiving any emails for any of these events. Can someone suggest what else I could check or set up?Thank you!j
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Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)
Is there a native/declarative way to import tickets into Freshdesk?I was able to impot companies and contacts, but can't find a way to do the same with tickets.Only found a paid app on the Marketplace that supposedly does this.
Is there a way to move collaborators to agents?
Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.How do we identify these companies when the agent opens the ticket?If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.
Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends? We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored. We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for your time.Josh
I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?
Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?
I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?
Is there any way to get the “Follow up” feature to follow up in the morning and not at the time that you created the follow up? Currently, I receive an email at 13:15 and want to follow up in 5 days time in the morning, but my follow up won’t show up until 13:15 on the 5th day… Can this be changed from my end?
It would be good to be able to perform an action automatically on selected days, o periods only.For example, to add a tag automatically if an action/update takes place on a weekend.
We moved from one type of form to another, and now some of our enquries are landing in spam, even though there’s nothing “spammy” about them. I can’t find a “rule” where we can set that anything coming from our website forms should not be marked as spam.New form is Fluent Forms in WordPress. The other form that we didn’t have this issue with is Formiddable. How do we prevent this from happening?
