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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

596 Topics
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596 Topics

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steve7Apprentice

asked in How do I....?

Ticket Task/ To-do/ Follow up List App suggestions/ ideas

Hi all,I’m trying desperately to find a solution to what’s always been a basic part of every CRM; a to-do list.I need the ability for agents as they work through tickets in Freshdesk to be able to set themselves a task with a specific date & possibly time, which appears on their own dashboard.It should be able to be sorted by date, and link to the ticket that it was created from. As way of an example I’ve grabbed a googled image of Hubspot’s ability to do this.If anyone has any Apps or ways to do this in freshdesk, please let me know.I’m amazed that such a simple ability isnt already available. Thank you!

caygriSkilled Expert

asked in How do I....?

Billing just for the need

I have Freshdesk Omnichannel and now I need 2 license only for freshdesk. I talk with billing and seem is not possible choose different type of license for operator.

corradoerssonContributor

asked in How do I....?

Accound blocked

Hi, I just created a new account https://newaccount1634805598614.freshdesk.com/AccountBlocked.html and it was blocked immediately when I activated account.I presume that my IP is blocked. Before activation I could not register from one of the network (from desktop), so I regsitered account through mobile network. Unfortunetly I tried activate account from desktop network and it failed.May I asked someone to unblock? Regards,Konrad

Senzei28Apprentice

asked in How do I....?

How to drop current plan and upgrade to a higher plan Immediately

Hi everyone,We want to upgrade to “Pro” and use its functionality ASAP but the problem is, we are locked-in our current plan up to January 2022 and Freshdesk system won’t allow us to effect the changes immediately. System says we have to wait for the current plan to end before we can transition to another plan. (Pls see screenshot)Can someone assist us to drop the current plan please? So we can upgrade to Pro ASAP.

kelectricApprentice

asked in How do I....?

Seeking some basic information

Hi, there I am looking for a new CRM in my company, and one of my close friend who is already using Freshworks recommend me the CRM. I am exploring the software and found some confusion what is the possible way to get the help? Do Freshworks have a customer support panel (Livechat,etc). I hope I will get answered to my question.

Buy Me Once LtdApprentice

asked in How do I....?

The Scope option on Freshdesk using Free option

Hi All, I am hoping someone can help, new to Freshdesk and we are using the free option for the time being to see if works for us. Setting up an agent, I wanted to select under the scope option: Assigned to their group However, it does not seem to allow me to click that option - is that because we are using the free option?

NormanApprentice

asked in How do I....?

SQL Server License Management in "Software License Management"

REALLY Newbie here:Has anyone approached handling Server Applictaion software, specifically SQL Server in Licensing.The model is typical M$, Per core and based on Edition. That is, until M$ changes it again. Managed, probably depends if the agent is looking for it.CPU Cores, agent probably gets and tracks in Assets.Even if it couldn’t be a complete-ish report, it woudl be something.I can’t even figure out how to add to some of the drop-down boxes for choices. BTW, I’m not 100% sure I’m a top level administrator in the system, so I might not have access (yet) to some of the tables and definitions. Just an idea to toss around, and if I missed it, maybe someone can point me in a direction? TIA

iescobillApprentice

asked in How do I....?

Needs Basic Understanding of Freshwork

I am getting started with Freshwork and looking to use the software to boost our company performance. We are manufacturing electrical equipment's and supplying to Government, so our business is scaled on a bigger level. I want to performance of overall system as we are using excel sheets to maintain sales record I just needed to know will Fresh work software resolve my problem by tracking my sales?

PrakulApprentice

asked in How do I....?

Number Masking in FreshDesk

Dear Freshworks Community,Can we mask the Contacts Mobile Number in Freshdesk?For example: The Contact Number should display like 9971XXXX66 instead of 9971647866.We want number masking so that our Agents do not able to see the Contact’s actual mobile numberThanks and RegardsPrakul Tomar

Worthingu3aContributor

asked in How do I....?

‘Sending email’ failed due to “ app: e is undefined

Hi could you please help me with this error message. I cannot find any reference to it elsewhere.‘Sending email’ failed due to “ app: e is undefined It appears as a pop-up and happens when I am trying to send a few Bcc emails (nearly 70) from FreshDesk. My guess is that there is a limit to the number one can bcc but I cannot find a refernce to that.The email addresses are pasted in and all seem to resolve OK. The last few are shaded red but deleting them makes no difference. Thank you.

shirleymacApprentice

asked in How do I....?

Anyone know how to reorder the status options on a problem form?

jaackhaldeyApprentice

posted in How do I....?

I need the training of marketing

Hello!Freshwork community how you guys are doing I need suggestions as I want to take training sessions of marketing for my business please suggest me something best to start with.Thankyou.

kathyApprentice

asked in How do I....?

Can't get past this pop up since the update

asked in How do I....?

I am wanting a bit of help if possible, within solutions we are wanting to have it look one way when showing on a screen, but when printing we want certain things to disappear, colours to change etc… I know this can be done via CSS: @Media Print → This will allow you to put CSS specific for printing.@Media Screen → This will allow you to put CSS for the screen@Media All → This will do it for everything, printed or Screen I am however wanting to implement @Media Print, is there a way to do this within Freshdesk. Thanks

judyannApprentice

asked in How do I....?

autoselect dropdown

I'm trying to set the value of a dropdown list, that is located inside a wormhole. This is the wormhole at pageloadHTML```<div id="ember-basic-dropdown-wormhole" data-identifyelement="27"></div>```once I click one of ultiple dropdown menus, the wormhole then contains all options of the dropdown menu. ```<div id="ember-basic-dropdown-wormhole" data-identifyelement="27"> <div class="ember-basic-dropdown-overlay"></div> <div id="ember-basic-dropdown-content-ember294" class="ember-basic-dropdown-content ember-power-select-dropdown ember-basic-dropdown-content--left ember-basic-dropdown-content--below ember-basic-dropdown--transitioned-in ember-view" style="top: 296.0003776550293px;left: 815.0010986328125px;width: 187.000244140625px;">  <ul aria-controls="ember-power-select-trigger-ember294" role="listbox" id="ember-power-select-options-ember294" class="emb

NavageeApprentice

asked in How do I....?

How to trace back the clients details that triggers the ' support hero - failed searches recap' ?

We often receive this ' support hero - failed searches recap' whenever our client failed to find related articles for their queries. May I know how to trace back the clients details that triggers the ' support hero - failed searches recap' ?As the image below, we would like to trace back the users that triggers below automated ticket. This details would be helpful to us to offer the assistance to that specific clients’ need.

industContributor

asked in How do I....?

How to Force Customers To Search First

Hi all,Despite our best efforts, we are getting soooo many support tickets via our Freshdesk asking questions that are already answered in our extensive knowledge base.Basically, we can’t handle it, and further to that we have no desire to handle it, either.Using Freshdesk how does one force the customer to search the knowledge base FIRST, and only open up the option for them to raise a support ticket IF their query isn’t answered?Also, how does one edit the pre-filled text in the knowledge base search function?Currently ours reads “enter your search term here”.

rhea.desouzaCommunity Manager

posted in How do I....?

Thoughts On Customer Service Philosophy

Fun Fact: According to one study, more than 70% of customers leave a business not because of a problem with the product, but due to issues with the service.Checkout Zappos's Customer Service Philosophy and how they deliver "WOW through service". What is your customer service philosophy?

ry4np4trickApprentice

asked in How do I....?

Auto write value of dropdown to read-only text field

I have a dropdown field for “Release Version”, my issue is that over time this list will become very long. I would like to have a means to auto write the value of this field to a read-only text field so that I can groom the “Release Version” field as versions become deprecated and I don’t lose the data for reporting purposes. Is this possible?

Dallan RContributor

asked in How do I....?

Freshworks SSO for contacts

I have been using Freshdesk SSO with Azure this number of years. Now it seems like we have yo move over to Freshworks for SSO. This was straight forward to setup, one Azure App (Freshdesk) and then configure on Freshdesk SSO, simple.Setting up the Freshworks Azure application for SSO was relatively easy and I can see the agents in NEO admin centre.Question is how do we get the existing contacts setup for SSO using Azure, its not straight forward and documentation is non existent. Making the change and switching on Freshworks SSO in the Freshdesk portal will certainly cause a lot of issues with existing customers that can currently SSO using the Freshdesk SSO. Has anyone got this to work that already was using Freshdesk SSO previously?

ClaraWongApprentice

posted in How do I....?

Freshwork Setup

Anyone who can help me in setup of freshdesk I want to setup it for my business called Helmet Best.

bbiandovApprentice

asked in How do I....?

Azure SSO logout error

Hi everyone,I have Azure SSO setup using the new model via FreshWorks. All works just fine expect when agents or contacts click LOG OFF.Then the below error occurs. Any ideas how to correct that? What is the FreshWorks logout URL? It is not published anywhere?

sbangerterApprentice

asked in How do I....?

Canned Responses

If I create a topic, is there a way to add the content of that topic to a canned response?

DavidSelflessApprentice

asked in How do I....?

Freshdesk and Returns Management

Is anyone using Freshdesk for or alongside face to face retail returns management systems

CPadminContributor

asked in How do I....?

Facebook Public Comments + SLA issue

Hello, have two different issues to report here, for older facebook public comments, they will be categorised as one single ticket even when I have already chose “Create a new ticket for every comment on the post”. This did not happen to one of my Facebook page as seen in the picture below, but other Facebook page seems to be working for now.Another issue is, since the ticket was first created on 7th Dec 2020, once my agent replied to it, the SLA response is calculated from 7th Dec, not the last comment which I am replying to (Sam). When replying to Sam’s comment, my agent’s response time becomes way too long! How can I resolve both of this issue? Another issue is, when I reply to Sam, i am expecting to see my reply below Sam, however, it turns out to be replied on the general thread, how can i resolve this too? thanks

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