Debunking the top 10 myths about Chatbots
Using Freshdesk
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I turned off the change resolve to closed ticket within 48 hours for a while. I want this automation time trigger to run on all tickets, however, the time trigger is limited to the past 30 days. How can I run this for all tickets including tickets past 30 days?
Hello,We have Agents who are requesters on tickets, but we need to associate those tickets with Companies for integrations, analytics, and dynamic fields in Canned Responses. Does anyone know how to do this or have a workaround? Thank you in advance for any ideas.
We have multiple Freshdesk accounts that are easily accessible in the website app via the grid in the bottom left of the agent panel. However in the Android app, it appears I have to log into each one individually (if one is open, I have to log out of that). Am I missing something here - is there a way to switch between Freshdesk accounts without having to log out of the app each time? Thanks!
Hi, We have an issue where we forward somethng to our workshop the supervisor want to be on CC at all times in case a technician is unavailable, but when they respond it creates a new ticket instead of being added into the already excisting ticket. Can I set up an automation to change this?
Hi,Whenever I call a client I add a public note in my Freshdesk ticket and when they miss the call I log “called client XYZ at [current time], got voicemail, left message with my contact info”. I’ve been looking in scenario options to see if there is a placeholder for current time but couldn’t find one. Am I blind or does it just not exist? It would be nice if I could automate adding that note in my tickets when that happens, which is very frequent. Or do you suggest other ways to do this? Thanks in advance.
Hi,I just switched to the basic plan (I didn’t know I couldn’t go back to the free trial) and now I am stuck with “Example” for Product in every customer ticket. I don’t even have products, it’s a serviced based Help Desk.How can I get it removed? I did not add the field, it was just there to start with
I’ve had experience setting up the Google Calendar app to work with a time field in the Ticket Fields, which will place a meeting notice on the due date in the Agent’s Google calendar. I was hoping to do the same thing with a Microsoft user, but the Office 365 Calendar app only supports Tasks, Changes, CAB Meetings, and Allow agents to schedule meetings with ticket requesters. Why doesn’t it work with Tickets too? Am I missing something?
Has anyone made use of the Feedback form (admin - Feedback Form)This could be really useful for us, but seems like i’m going to have to learn HTML to get it working, which is a pain when the rest of the system is configurable.
When I view the tickets for a specific group of agents which are unsolved I press the export button and choose Excel as format. Then I receive an excel sheet by email including only the first 9 tickets and not the rest. Same result when choosing CSV format.
I was wondering if there is a way to add icons to my Freshdesk solution articles to give it a more engaging look.
Is it possible to export the attachments from Freshdesk Forums?
How can we delete reports of former users in Freshdesk?
Hello, I want to create freshdesk tickets with custom fields via csv/excel import. Is there a way to do this?Please let me know.
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
Is it possible to create a service catalog item that a requestor can use to select items from a list and add a quantity to a “request form” then have the total cost of everything being requested shown on the form before it get’s submitted?Thanks in advance for any thoughts!
how can we send a group notification email once a child ticket has been assigned to an agent group . to ensure that all relevant team members receive the notification promptly.
