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How do I....?

Using Freshdesk

  • 609 Posts
  • 1,373 Replies
609 Posts
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. 

7794
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?

1302
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.

10471
suprabha.somanathan
Community Debut
3 years ago
stilsolutions
Apprentice
stilsolutionsApprentice
asked in How do I....?
Error: Failed to Create Account, Undefined

Looking for help resolving the error message that I receive each time I attempt to create a new Account.

2683
Keer
Community Debut
3 years ago
S
Apprentice
scottalvaradoApprentice
asked in How do I....?
Shared To-Do lists across a group of agents?

I’m wondering if there is functionality to implement a to-do list across a group that is not related to a specific ticket? Currently there is a to do on My Dashboard. Is there a widget or app available to implement one across a group dashboard?

2191
Keer
Community Debut
3 years ago
S
Apprentice
sbangerterApprentice
asked in How do I....?
Tracking Traffic in BreezyThemes

Good afternoon. I am wondering if it is possible to use any of the reporting or analytics features to track traffic clicks in the BreezyThemes template I am using on my portal. See below.In short, I would like to see how many clicks I get on a specific link. Do I need to set up Google Analytics to do this, or is it possible through the reports/analytics in FreshDesk? Thanks in advance for any assistance.

320
S
Apprentice
4 years ago
J
Apprentice
jens.backemanApprentice
asked in How do I....?
Search contacts doesn't work

When I choose Verified contacts, the search form states “Search verified contacts”.But when I search for a phrase I get the same results as if I’ve chosen Unverified contacts or All contacts. I get that the search function probably doesn’t take the filter in considiration but then the field shouldn’t give the indication that it does. 

511
N
4 years ago
N
Apprentice
niclas lindblomApprentice
asked in How do I....?
Normal response time from Freshworks

HI all, I have a support issue that Freshworks has not touched in 11 days.I also started a new support issue asking about the first one, four days ago. This ticket was closed by Freshdesk. My question to you: Is this the normal time I need to wait to have an answer to a question regarding this product? What response time do you normally see? 

801
N
4 years ago
dombeaumont
Apprentice
dombeaumontApprentice
posted in How do I....?
Changing From email address when sending emails

Hi, We have multiple groups on our FreshDesk and most of them send emails address where the “from” field has the agents name but there are two groups that need to have it sent with the Groups name instead of the agents name. eg.: “HR” or “Clinical Team” Is there a way to change this setting on a group level? The only setting I’ve found is global for all groups. Thanks in advance!

1492
suprabha.somanathan
Community Debut
4 years ago
P
Apprentice
prestonApprentice
posted in How do I....?
#Partners Community

Are there other Freshworks Partners here that would like to see a Partners Group or Community like this? It seems to me that the Partner Program is lacking in a lot of areas.  The Portal has not been updated since 2019 ?!?!?!

761
Pavani Narayanaswamy
Community Debut
4 years ago

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