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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

576 Topics
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576 Topics

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Muthu KApprentice

asked in How do I....?

Customize Widget.

Hi All, Can the cutomize the widget programatically Remove the "Help" text and change to round Shape using Javascript or CSS <script> window.fwSettings={ 'widget_id':82000001946 }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}() </script><script type='text/javascript' src='https://ind-widget.freshworks.com/widgets/82000001946.js' async defer></script>

carl ericksonApprentice

asked in How do I....?

Specifically what meets the “Respond within” SLA?

v.dieltiensContributor

asked in How do I....?

Emails are not sent

Hi, Freshdesk seems to not sending emails.When an issue is created, no email notification is received (an agent, is marked to received new issue notification).When creating a new agent, we never receive the confirmation emailIn the “notification” section, we never receive any test mail. Any idea ? Thanks, Vincent

caygriSkilled Expert

asked in How do I....?

Whatsapp and Freshdesk with Italian Number

Hello, anyone use freshdesk with italian number twilio?

Vulejohn19Apprentice

asked in How do I....?

Does it integrate with Whatsapp?

Hi, I am willing to use it for my website http://heatedgadget.com/ . Can I integrate it with Whatsapp for better communication?

saramickeeyApprentice

asked in How do I....?

How Freshworks Allow Their Agent To Market Their Product?

Hi, I want to know how fresh desk allow their agent to market their product. And what type marketing and SEO trick they allow to their agent to make maximum sales and good customer relation.

Dale GeorgApprentice

posted in How do I....?

Customize Customer Note Categories

In the Solutions article describing Contact and Companies Notes (https://support.freshdesk.com/support/solutions/articles/233136-customer-360-get-complete-context…) it says the following with respect to Company Notes: "Additionally, you can categorise the note as either General or Testimonial (default values) using the dropdown menu while creating or updating the note". While this is true, and works for me, I was unable to figure out where to change these default values. I have a number of other categories which I would like to be able to add. After contacting Support, they said there currently is no way to change those defaults, and they would open a feature request for it. Nevertheless, I wanted to post this request in the forums as well, and hopefully build some support for this in the community.

stevemcTop Contributor

posted in How do I....?

Feature Request: SLA Reminder time/Resolution time escalation to be based on the priority feature request

Currently, the SLA Policy requires you use one reminder time and escalation time for every priority type. For example, the first response reminder has to be the same for Urgent as well as Low Priority tickets. But this results in a poor compromise for all priorities. For example:If 1st response is 30 minutes, then this is good for Urgent tickets (which have a 1st response commit of 1 hour) but not a very practical warning for a Medium or Low priority ticket.I would like to have different SLA response times for each priority. For example:Urgent Pri 1st response reminder: 30 min High Pri 1st response reminder: 1 hr Medium Pri 1st response reminder: 6 hr Low Pri 1st response reminder: 1 dayLikewise, I would like to have different lead times for following:Next response reminder Resolution target reminder First response target Resolution target p.s. The “Submit Idea” button is not working and I no longer see “Freshdesk Ideas” in the list of options for “Sub forum”

Ashish PatilApprentice

asked in How do I....?

Freshdesk integration did not complete

When we are going to configue freshdesk in freshchat from Freshdesk Integrations - Freshchat this linkit showing us error like Freshdesk integration did not complete.How we can solve it?

cravenhargrApprentice

asked in How do I....?

A very Basic Question

I am getting started with Freshworks and looking to use the software to improve the performance of our organization. We are n interior design company (Craven and hargrveas Design) in Leicestershire providing home renovation services in Leicester and the East Midland . Now the issue is my team is not able to properly keep the visitor's record. I just needed to know will Fresh work software resolve my problem by tracking my visiters?

AmosMApprentice

asked in How do I....?

email notifications not being sent and non agents unable to create tickets

I have setup a new freshdesk system and the agents are not receiving emails when new tickets are create or when they are assigned to them - it is enabled.Also, end users are unable to log tickets and get the following error - I suspect both issues are related.“We are sorry. You have been restricted from accessing this helpdesk page”

fcareApprentice

asked in How do I....?

Send a note to agents on ticket creation

I want to send a specific reminder note to agents on ticket creation when certain phrases are in the body and subject of their ticket. How would I do that?

dennisContributor

posted in How do I....?

Freshdesk unable to load page

Since this morning I and my collegue agent can't load Freshdesk anymore. Can't load page (check your network connections) is the error….

Samanthasteves9Apprentice

asked in How do I....?

Hi there I have Some Basic questions

I am getting started with Freshwork and looking to use the software to improve the performance of our organization. We are the distributors taking rights from TV for broadcasting IPL (Indian Premiere Leage) watch airtel tv on pc every single person who sign up generate revenue. Now the issue is my team is not able to properly keep the sales record. I just needed to know will Fresh work software resolve my problem by tracking my sales?

CPadminContributor

asked in How do I....?

#8145891 Multilanguage Support for Services

I have previously submitted a ticket and there hasn’t been a reply, ticket was closed automatically too. Does anyone know how to go about resolving this issue:I have three different support email and is there a possibility to add a "default" language for users from each individual support email? Else the CSAT sent out will be just English.

QuizzesApprentice

asked in How do I....?

Has anyone deployed a series of quizzes on the knowledge base articles. We will be using this for an internal solution and quizzing on knowledge would be great.

SteveBoggsSchoolApprentice

posted in How do I....?

IDEA: Short cut codes while editing to display an image of a keyboard key

Here is an idea suggestion. I am forever telling students and teachers what key sctrokes to press for a particular command or menu. It would be helpful if there were short codes I could insert while editing a response or creating an FAQ that would allow me display keybord keys as small images or icons inline with my text.I was thinking something like this, I type this text in Freshdesk 1. <kbd>Alt</kbd> + <kbd>Esc</kbd> Switches to the next open window And the user sees this in the KB article, FAQ, or response via the web portalYou could even have a key combo like CTRL-K tht would insert <kbd></kbd> and then all I have to do is put the text in to appear on the key cap.

Thomas CroonenApprentice

asked in How do I....?

Can't add Excel to private note in incident

I have an incident to which I’d like to add an Excel file in private notes. When I attach the file, the “add private note” button is suddenly greyed out. Seems like a bug?

crisalixApprentice

posted in How do I....?

Ridiculous renewal policy

Hello everybody, I would like to share my experience with freshdesk. I have been using it for several years, and I have to say that happy with the service provided, no complaints about it.In my company we have moved development and support to Jira because of R&D requirements, and just by a few days we missed the automatic renewal of our freshdesk license for 1 full year. I contacted support to explain the situation, that we are actually not using freshdesk anymore and requested a cancellation and refund. The answer? our policy doesn’t accept refunds… after 10 emails back and forth that’s the only reply I get and they even closed the ticket!! I understand policies, in my company we also have policies like in any other company, but there are always exceptions especially if we want to keep a good customer service relation. In this case we are not abusing any usage of the platform, we just do not use it at all… forcing clients to pay full year for nothing it’s a shame! we are not talk

mark_16129Contributor

asked in How do I....?

Allow tab indentations in support tickets

When copying code into a support ticket generated on a support portal, freshdesk sems to accept spaces but ignore tab indentations. For example When pasted looks like The tab key does not seem to do anything either when used in the ticket window.Is it possible to support tab key indentiaton in Freshdesk?

JohanInsakaApprentice

asked in How do I....?

Only some emails not converted into tickets

We have had it happen a handfull time that a customer would contact us via some other channel and say that they sent an email but we never responded. Then, when we check the tickets, there’s no trace of anything from that person.We are using GSuite email with a custom support email and forwarding set up to Freshdesk. We get plenty of tickets so the system is working and the set up is correct. But why would only some emails never make it to tickets and be lost in space?

southtexApprentice

asked in How do I....?

Disable customer browser version/OS in ticket?

When a contact/customer creates a ticket, can we disable the browser version and OS information that is captured? Our customers deal with sensitive data and this information does not need to be captured or stored anywhere.

aGroupLotseApprentice

asked in How do I....?

Liquid error: undefined method `name' for nil:NilClass

Dear everybody, In our Helpdesk we have the following "Liquid error: undefined method `name' for nil:NilClass": Right above the header. Does anyone knows about it? Best,GroupLotse Admin

rus.yates-aylottContributor

asked in How do I....?

New Problem Tracker

We use Tracker tickets to monitor problem cases and update all related tickets. This is fine where tickets have been raised. However, if a Problem comes up before any tickets are raised, I want to be able to create a tracker. Normally I would do this from inside another ticket but in this scenario, no ticket yet exists. The only way I can see is to create a dummy ticket first, then create the tracker from within it and then delete the original ticket which is clumpy.It would be handy to be able to create new tickets as Tracker cases or at least, to be able to convert a regular ticket into a tracker.

MaelonApprentice

asked in How do I....?

Average Resolution Time Waiting for Customer

In the Freshdesk Analytics there is a Graph which displays the “Average Resolution Time” in Busines Hours. Ist it possible to NOT include the time of Tickets which were in the Status “Waiting for Customers” or “Waiting for Third Party” since we sadly often have to wait 3+ Days for Customers to answer. And that blows up our resolution time

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