Debunking the top 10 myths about Chatbots
Using Freshdesk
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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?
Team is trying to setup SSO with Frontegg authenticator. Frontegg explains we are being blocked by Freshdesk for some reason… has anyone experienced this and have some troubleshooting steps? I have reached out to support in the meantime.
Two users on my network are unable to send picture attachments along with their tickets. Those are all the details I have as of now. Any general ideas where to begin in Fresh Desk?
When I have set “out of office”, a popup appears in the corner down right. It hides a button “update” and i cannot close it: How to deal with it?Thank you for helping.
Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.
How do I report a bug to Freshdesk? Support lets me go in and make a ticket; but when I go to submit this is what I get:“We are sorry. You have been restricted from accessing this helpdesk page.” Kind of strange that an app that is about processing bug reports doesn’t even let you report bugs…
Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis
Until now, there was no problem when we wrote signed emails to the ticket system email.Since the last update, these are no longer displayed correctly, as now only ‘Not given.’ is displayed as the description text.Is this problem known?
Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,
When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page" Our url access is: rubika.freshdesk.com Can you help me please ? BR.
I’d like to forward a ticket, including the description, location ect. in forder for the external company to place a hardware order. I´ve setup the service item, workflow and everything is working, besides the information part. It won´t simply not drag the information over in the email. All above should be done without an supporters interference, and after the ticket is forwarded et will be resolved.
