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How do I....?

Using Freshdesk

  • 581 Topics
  • 1,201 Replies
581 Topics
J
Apprentice
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?

5
hemanth.ramya
Community Manager
3 years ago
S
Apprentice
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.  

1
suprabha.somanathan
Community Debut
3 years ago
A
Apprentice
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

3
suprabha.somanathan
Community Debut
3 years ago
R
Contributor
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.  

3
suprabha.somanathan
Community Debut
3 years ago
M
Apprentice
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

3
suprabha.somanathan
Community Debut
3 years ago
G
Apprentice
gary.carterApprentice
asked in How do I....?
Idea Suggestion - Arcade. Allow uploading of our own badge images

The arcade feature is a great way to get some friendly competition going between agents.However, the limited badge graphics really aggravate me! I wanted to make tiers to each ‘statistic’ level reached. EG; Resolve 50 tickets, resolve 100 tickets, resolve 500, etc etcThat’s fine I can do this - however I have to choose a different badge graphic. This doesn't make much sense, that I have a badge called Telephone Master, but it has a symbol of a cup of coffee because I already used the phone icon badge.A feature allowing us to either upload our own images (Constrain it to a set dimensions to prevent abuse of file sizes etc). This would allow me to create a ‘Telephone’ graphic that’s bronze, silver, gold, platinum, diamond etc.ORUse preset badges we have already but allow usage of the same badge for multiple achievements. Maybe even an option to shift the hue of said badge to allow differentiating the ‘levels’ if you are doing that kind of thing.

1
Keer
Community Debut
3 years ago
saramickeey
Apprentice
saramickeeyApprentice
asked in How do I....?
How do freshworks treats to their newbie agent?

Actually, I’m new to freshworks and want to become an agent for them. But having no knowledge about that. I’ve developed an thop tv app   and want sale it. Adding with kindly tell me about Freshdesk Agent fundamentals.

1
Keer
Community Debut
3 years ago
L
Apprentice
ledude1Apprentice
asked in How do I....?
Setting the TXT for Cloudflare DNS

Hi all. Can someone help out with setting the TXT in Cloudflare dns?  This is how I did it and freshdesk is not recognizing it.  I have followed all the FAQ and I’m still having problem with it.So under name I put the : fdkey.sudomain.freshdesk.com Under Content i put the fdkeyDid I do it right?  Cuz I’ve flip it all kind of variation and freshdesk is still not able to verify it.I’ve tried this variation: So under name I put the : fdkeyUnder Content i put the fdkey.sudomain.freshdesk.com Please help? 

2
Keer
Community Debut
3 years ago
CPadmin
Contributor
CPadminContributor
asked in How do I....?
Facebook Messenger Bug

I was receiving DMs normally two days ago. Today however, a DM came in through one of my Facebook pages and I did not receive this message in Freshdesk. A quick search of the user’s name, also did not show any relevant results. I now have to log this manually through Facebook. Can someone assist on this?  

2
A
Community Debut
3 years ago
Jacob123
Apprentice
Jacob123Apprentice
asked in How do I....?
freshdesk community

Many of people are here asking about the freshdesk community which is somehow confusing for me as well. I want to know what is exact purpose because some times I saw people’s queries about cars, drifting also. Thank you

1
N
Community Debut
3 years ago
C
Apprentice
Cristina RoldanApprentice
asked in How do I....?
Translations of Ticket Fields for several portals

Hello, For Freshdesk, we are trying to configure different portals for each own language (spanish, english, french and italian). We were following the steps indicated here:  https://support.freshdesk.com/support/solutions/articles/239337-multilingual-ticket-fields-and-forms We import the modified yml file but no changes are made on the portal.The main appearence on the portal is translated but not the ticket fields.  I attach you the fr.yml file with the translations we made (it’s the same result for the rest of the languages)  Anyone with the same problem?   Thanks and kind regards

2
geebranz
3 years ago
a5haman
Apprentice
a5hamanApprentice
asked in How do I....?
Encountered this issue

Am getting an error message, scheduled maintenance is under progress. Thisi is only after barely 15mins of usage for the first time. Created a few articles which are now not accessible since I cannot return to my portal.Read a couple of similar issues here and that the actual cause is that my account is being flagged for suspicious activity? Barely used it so not sure how come this happened. Please assist to reinstate my portal. I have not even had the chance to change the domain name. Thank you in advance. Husni Account Name: newaccount1614733232737.freshdesk.com

2
a5haman
Apprentice
3 years ago
thomasdecamps
Apprentice
thomasdecampsApprentice
asked in How do I....?
Customer Sat Survey: “{"code":"internal_error","message":"We're sorry, but something went wrong."}

HiI’m testing the CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”. Can you help me out please?Kind regardsThomas Decamps 

1
Keer
Community Debut
3 years ago
W
Apprentice
will.coombsApprentice
asked in How do I....?
Email Not Sending

Hi All, Having an issue on one of the 3 Freshdesks I manage. Emails don’t seem to be sending but they are being received, I’ve checked the notification settings, email verification etc and all looks the same as the other Freshdesks, Any idea how to troubleshoot further?Thanks

1
Keer
Community Debut
3 years ago
G
Skilled Expert
grayesonSkilled Expert
asked in How do I....?
Locked out of 2 paid services, cannot get a local phone number and no help from support.

Hello, It has been 8 days since we had issues with accessing Freshdesk and Freshservice. It has been 5 days since we last heard from anyone and now over 24 hrs since we proposed some form of solution. We requested how to get a local number for Freshcaller since it says to contact support to get a local number in our area and it has been 8 days since the ticket was submitted and no response at all.Support is terrible. They respond really slowly and when they do respond it seems like they haven’t read any of the tickets and tell us something like "Just login to Fresdesk and do X” or “login to Freshservice and do Y” even though the literal title of the tickets state that we cannot access the services at all.It’s a shame really because they are very friendly when they do respond.Freshworks offers everything we needed in one place and one could say it was too good to be true. The services we have tried all work as expected and the products seem really well developed.But at this point we are

4
annapoorna.venketaraman
Community Manager
3 years ago
G
Skilled Expert
grayesonSkilled Expert
asked in How do I....?
Anyone been locked out of Freshworks account after email id change?

Hello, We have been trying to get a number of services setup with Freshworks. In attempt to change the administrators email address we have been completely locked out of our Freshworks account along with all of the attached services due to an error when trying to “activate” the accounts new email address.The support team seems to be having issues with fixing it and we have now been locked out for over 24 hrs. Has anybody else come across the issue?We are concerned with continuing to go ahead with Freshworks services if it is possible to be completely locked out of our account for so long with no resolution in sight.Thanks in advance for your advice!

2
G
Skilled Expert
3 years ago
Arijit
Apprentice
ArijitApprentice
asked in How do I....?
Problem to Submit Ticket

Dear Team Fresh desk,When we are going to submit A ticket there is a problem . This message coming in every time - ‘We are sorry. You have been restricted from accessing this helpdesk page.’My url is - https://sskalakendra.freshdesk.com/support/home

1
R
Community Debut
3 years ago
rhondachurchill99
Apprentice
rhondachurchill99Apprentice
asked in How do I....?
Laravel Passport; using OAuth2 for SSO with Freshdesk

I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav

0
rhondachurchill99
Apprentice
3 years ago
1la
Apprentice
1laApprentice
asked in How do I....?
users login log

Hello Is there a way to see or download a log of all users login? (not agents, normal users) Yhank you very mych

2
geebranz
3 years ago
i.cameron
Skilled Expert
i.cameronSkilled Expert
posted in How do I....?
Bug with Placeholder dialog box positioning?

New User interface Issue, Feb 11, 2021Our Agents are reporting: The Close button on the placeholders popup in the canned response is hidden.It’s totally hidden on my “widescreen” monitor:A just about clickable on my 4:3 one:You can grab the top of the dialog box, then drag it as a workaround.best wishes from University of AberdeenIain, 

3
suprabha.somanathan
Community Debut
3 years ago
Karina Duran
Apprentice
Karina DuranApprentice
asked in How do I....?
Status Waiting of Customer

Hello! I have a question about the option: Waiting of customer and Waiting for a third party, when selecting them, is it also considered within the SLA time?, Since the response time varies, which can be 1 month, 2 months, etc. . Or is this period of elapsed time simply not taken into account? Thanks greetings!

1
Keer
Community Debut
3 years ago
aubiolja
Apprentice
aubioljaApprentice
asked in How do I....?
Schelude maintenance

 

1
hemanth.ramya
Community Manager
3 years ago
A
Apprentice
alzhaoApprentice
asked in How do I....?
Create ticket for customers via email

How can I create a ticket on behalf for a customer via email.Scenario is like this:I am an agent One customer write to me via email and I want to put this email to the ticket system I reply to the customer using my email and cc the support email. So from: me, the agent, to: customer’s email; cc: our support email which is used to receive customer inquiry and create the ticket in freshdeskHow can I do the above? If I send email like the above, the contact will always be me, the agent, which is meaningless. 

4
A
Apprentice
3 years ago
O
onyxum
asked in How do I....?
Single Sign-on (SSO) using JWT

Anyone have any success implementing single sign-on (SSO) using JWT?

2
O
3 years ago
E
Apprentice
elizabeth_20167Apprentice
asked in How do I....?
Our emails to customers frequently go to Spam.

Before you say this, we do have DKIM set up. It’s becoming almost impossible for us to email our customers. Either our messages are rejected by their mail server, or if they are not rejected, they go into a spam folder. We are on the verge of switching to ZenDesk -- they cost more but they don’t have this embarrassing problem. My guess is that mail providers flag FreshDesk as spam because you aren’t doing enough to prevent people from using your software to send spam mail. If this is not fixed soon we are leaving.

1
suprabha.somanathan
Community Debut
3 years ago

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