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How do I....?

Using Freshdesk

  • 609 Posts
  • 1,442 Replies
609 Posts
M
Skilled Expert
MichaelJMSkilled Expert
asked in How do I....?
Filter on Tasks I'm Watching

Is there a way to filter on Tasks I’m Watching like we can on Tickets I’m Watching?

1291
Soverton
Contributor
Vanderdecken
Skilled Expert
VanderdeckenSkilled Expert
asked in How do I....?
Struggling with Bots as the documentation and videos seem out of date

How do I unarchive my bot dialog boxes? I am unsure how they got archived in my bot, but I need them back out again.Does anyone know how to do this? I have clicked on everything. Race

331
Aniket
Community Debut
B
Skilled Expert
BartVBSkilled Expert
asked in How do I....?
convert agents after not loggin in for a period of time

Just a question, has anyone found a way to convert agents if they have not logged in for a time period, atm i have over 260 agents and im manualy checking them every month, would be nicer if i can automate it so it will convert them after like 6 months of not loggin in.

231
Daniel Söderlund
Skilled Expert
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?
Workflows Priority

Hi all,Is there an option for Workflows to be prioritized which one to be run first, so they can be ordered?Thanks :)

471
Daniel Söderlund
Skilled Expert
mirizymny
Apprentice
mirizymnyApprentice
asked in How do I....?
Portal Customization

On my freshdesk Homepage I have a white box above the footer and I do not know how to delete this or customize it. I cannot find anything in the branding settings. Please find a screenshot attached. I am looking forward for any support! Thank you so much!

592
mirizymny
Apprentice
SvenDeroose
Apprentice
SvenDerooseApprentice
asked in How do I....?
Is it possible to set up multiple languages for posts in forum in freshdesk?

Is it possible to set up multiple languages for posts in forum in freshdesk?

423
Yusuf Ahmed
Community Manager
F
Apprentice
FoxguardApprentice
asked in How do I....?
Postpone a Ticket

Hi, Is there a way to postpone a ticket? There is only 2 of us and we view all tickets, we do not assign anyone to them but we do have tickets that do not need any action for a week, a day, or even just a few hours. With other ticket systems we could postpone something, so the ticket would be a different colour so we would know to ignore it, then at the given time it would act like it was new again, sending a prompt to deal with it.Can we do anything like this can anyone advise?

984
hemanth.ramya
Community Manager
SvenDeroose
Apprentice
SvenDerooseApprentice
asked in How do I....?
is it possible to translate the knowledgebase automatically with a translator app?

Is it possible to translate automatically translate by machine the knwoledge base in freshdesk?

1101
Yusuf Ahmed
Community Manager
S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?
How can I add plain text to a dynamic request type?

Hello! I’m having a bear of a time trying to find a way to add simple plain text to a portion of our helpdesk. When the requestor selects various request types, specific fields are needed for each type. For some (like the one pictured) I need to tell the user something specific such as what permissions are needed or equipment they are requesting. The only way I’ve found is to change the display name on something like the text box but then there is a box that they can incorrectly put things in. Ideally, I would like to remove the check boxes altogether and just tell them to put it in the description box the the text section. I’ve done a fair bit of researching and have found a few articles by others with some potential answers, but none of them have worked for me. Am I just missing the option to add ONLY static text? Thanks!   

956
S
Top Contributor
Timour
Top Contributor
TimourTop Contributor
asked in How do I....?
Interact with CLIENT / SUPPLIER(s) / INTERNAL TEAM when addressing a single request

Hi everyone, We are currently looking to centralise the management and follow-up of requests or incidents in a single tool. One of our options would be to do this in FRESHDESK. As of today we are using FRESHDESK only to handle the AGENT ↔ CLIENT relationship.In this message I would like to have your opinion on what you would do to “enrich” our use of the FRESHDESK solution in order for us to be able, for the same request, to cover :  AGENT ↔ CLIENT  discussion AGENT ↔ SUPPLIER  discussion AGENT ↔ ANOTHER INTERNAL TEAM  discussion I know there are plenty of ways of doing things in FRESHDESK (Forwards, Child tickets, Shared Ownership etc.), and they all have their strengths and limitations, so I would love to get your view on how you would do this and why. Let me share how we work today and what we are looking to achieve. We are running quite a complex operation but I will do my best to share the relevant level of information. 1 - What we do todayWe get requests from CLIENTS but also

570
Timour
Top Contributor
yvettecohen
Community Debut
yvettecohenCommunity Debut
asked in How do I....?
Seeking Advice from the Freshworks Community: Integrating with WordPress

Hey Freshworks Community!I hope this message finds you all well. I'm reaching out with a query and hoping to tap into the collective wisdom of this amazing community.I have a client with a WordPress website https://easystatuscheck.com/ offering SASSA status check services, and we're exploring the possibility of integrating Freshworks tools to enhance their overall customer experience. Feel free to drop your thoughts, recommendations, or any relevant resources in the comments below. If you prefer a more private conversation, you can also reach out directly. We're open to collaboration and excited to learn from the Freshworks community!Thank you in advance for your insights. Looking forward to hearing from you!Best regards,Yvet

451
stewart89
Community Debut
D
Contributor
diazjContributor
asked in How do I....?
Vulgar-Offensive Word Filter / Automation

I was wondering if anyone has attempted to create an automation based on customers using bad/ swear words? We are planning on enforcing a Code of Conduct policy across all incoming ticket sources when a customer uses vulgar, offensive or defamatory language. I basically want to create an automation that will flag the ticket as a violation and then respond directly to the customer letting them know this ticket was closed due to the violation and then include a link to our Code of Conduct policy online. Creating the automation seems straight forward, just not sure how to go about creating a list of words that are checked in the subject line and description of the ticket.

1572
D
Contributor
J
Apprentice
jacky912Apprentice
asked in How do I....?
Disable closing of major incident

Hi all,I would like to seek your help. I would like to apply a rule that only major incident manager can close a major incident. The technical owner can resolve it, but not close it.However, there is a close button on the screen and there is no option to disable it. Not sure if anyone know the solution.

392
ChuckG
Community Debut
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?
Requestor Custom fields - Analytics

Can we access somehow custom fields from Requester inside a widgets in Analytics? I cannot see my custom one filed? Or maybe I can think of tags instead?Thanks :) 

361
M
Skilled Expert
A
Community Debut
Azmina EssakCommunity Debut
posted in How do I....?
Including a public comment in an email alert

Hi all,At the moment when a customer, other than the original requestor, adds a public note to a ticket, I can’t see a way of adding this to an email alert using a placeholder. Has anyone found anyway round this as it’s quite annoying having a ticket updated and not being notified. I am fairly new to Fresh works but I have made some rules in workflow automator but this one is confounding me. Many thanks   

1232
A
Community Debut
P
Contributor
paulj1202Contributor
asked in How do I....?
Freshdesk analytics

HiI have stores in different areas that come under different area managersArea 1 -       5 storesArea 2 -       7 storesArea 3 -       6 storesArea 4 -       3 storeseach of these stores need to fill out a form each week to re order stock.Is there a way that i canassign the stores to each area manager run a report for each area manager that just says the store has filled out the formand list the forms that have/have not filled out the form(eg no. of forms filled out this week = 1) thank you in advance  

211
Juliana Rozario
Community Debut
C
Community Debut
claverdiere_hspCommunity Debut
asked in How do I....?
Removing attachment links from ticket email notifications

Is there a way to remove the AWS attachment links from ticket email notifications altogether on Freshdesk? There doesn’t appear to be an attachments-related placeholder variable to remove from the template editer.

501
Juliana Rozario
Community Debut
O
Apprentice
Olvina.5Apprentice
asked in How do I....?
Agent Status Extraction

Regarding the reporting extraction of agent status extraction of data. It only shows the Unavailable and Inteliassign Active but not seeing the plotted statuses. 

241
hemanth.ramya
Community Manager
Jandries
Apprentice
JandriesApprentice
asked in How do I....?
Let clients change ticket status

​ How to let Clients change ticket statuses themselves? We want clients to move their own tickets (or those from within their company) from and to certain (or all) ticket statuses.I would’ve thought that changing the status ticket field to can edit for customers would do the trick.But alas, logged in as a Customer I can not control the ticket status (see below)  

541
eeha0120
Skilled Expert
P
Contributor
paulj1202Contributor
asked in How do I....?
Metrics

HiI have 10 stores, 4 have logged and ticket and 6 have not.Is it possible to do a report on the stores that have not logged a ticket even though their is no data to write the report from?ThanksPaul

201
eeha0120
Skilled Expert
alexhgd
Apprentice
alexhgdApprentice
asked in How do I....?
Initiate a topic conditionally on FreshChat

I'm trying to set up FreshChat Topics and I'm lost. I need the front end to send a few params (user type, screen) to the server through an API. Using these params I need to decide which topic to initialise. But I'm not sure how topics can be initiated from the backend. Do I call a specific FreshChat API to do this or is this done in a different way? These topics also need to trigger a bot which I guess can be setup in FreshChats SDK.

392
Karl Carl
Community Debut
Soverton
Contributor
SovertonContributor
posted in How do I....?
Freshdesk Admin Best Practices

Hello everyone, I have been Admin for our companies Freshdesk services for about two years.  In that time we have onboarded almost all of our teams into Freshdesk.  Every group has a different set of needs, which means we have a lot of Automations, Ticket Templates, Custom Fields, Canned Responses and more.  I was hoping to hear some of your tips and tricks that you have picked up over your time in Freshdesk.  You know that one thing that just made your live that much easier…  Bonus points if it has to do with keeping track of everything going on. Thanks in advance! 

951
eeha0120
Skilled Expert
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?
Service Items

Is there a way, I can copy Service item, and replicate it?Want to use the same template with different data, thanks :) I saw how it works, thanks anyway!

951
Daniel Söderlund
Skilled Expert
bresler
Contributor
breslerContributor
asked in How do I....?
Slack integration for external channels - Enable clients to open tickets on Slack

Our customers share External Channels on Slack with our company. I want them to be able to open new tickets directly in on our shared channels with the  /ticket  command. This should pull up our standard form (the one that can't be deleted on the platform). Is this possible? 

290
bresler
Contributor
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?
Emails are not sending

We use the defaults freshervice mail server, and the mails are not sending, neither the default nor the ones from workflows. Even in the activity of a ticket I can see the mail was sent, but no received mail from the helpdesk.Any idea?Thanks

2521
Daniel Söderlund
Skilled Expert

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