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Replies posted by aarthy.dhanasekaran

30 Replies

W
Apprentice
woreillyApprentice
asked in Automations and Workflows

Time Trigger rules for custom statuses

Hello @woreilly  The option to set Time trigger rules based on custom ticket statuses is available only from the Estate plan of Freshdesk. Cheers!AarthyFreshdesk Community Team

13
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Community Debut
3 years ago
sqladmin
Apprentice
sqladminApprentice
asked in How do I....?

Merge tickets with partly same subject

Hello @sqladmin,We currently do not append a response based on the ticket subject. Freshdesk looks for the following three markers in every incoming email. For an email to be threaded to a ticket, it has to pass one of the following checks:Ticket ID (if enabled) Message-ID Unique IdentifierAfter the ticket is identified as a reply, the requester email should be one of the following for it to be threaded to a ticket:The requester email address of the ticket The agent email address of the ticket Email address(es) in the CC of the ticket Email address(es) to which the ticket was forwardedSo unless an email satisfies one of the email markers check and one of the sender email checks, it will be created as a new ticket in your helpdesk. However, if multiple responses are received from the same requestor within a short time span, you can try the marketplace app “Auto ticket merger” which automatically merges the incoming tickets to the primary one based on the ticket requestor. Please refer t

3
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Community Debut
1 year ago
M
Apprentice
msmith_21127Apprentice
posted in Archives - Freshdesk

Ticket assigned to agent emails not working

Hello Mike,Apologies for the delay in getting back.I see that one of our support champs was able to assist you with your query. As discussed, if you assign the ticket to yourself, you would not receive the "Ticket assigned to agent" notification. The reason being, the system would assume that if the agent is assigning tickets to themselves ideally they would be aware of the ticket as well.Cheers!

1
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Community Debut
3 years ago
I
Apprentice
isaelsonApprentice
posted in Archives - Freshdesk

We are sorry. You have been restricted

Hello Isaelson,We see one of our support champs was able to help you fix the issue with ticket creation via portal. If the issue persists please feel free to reply back to us.  Cheers!

1
A
Community Debut
3 years ago
A
Apprentice
andreas.tanApprentice
posted in Archives - Freshdesk

Support email verification keep failed

Hello Andreas,Apologies for the delay in getting back.We see that a ticket was created and one of our support champs was able to help you verify the support email address. Please feel free to email your queries to support@freshdesk.com and we would be glad to assist youCheers!

1
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Community Debut
3 years ago
C
Apprentice
chandra_19631Apprentice
posted in Archives - Freshdesk

Error authenticating SMTP server on Office365 from freshdesk

Folks,Apologies for the delay in getting this addressed.Please change the Authentication to "login" under Outgoing mail settings. If the issue persists even after that, please drop in an email to support@freshdesk.com. Our support heroes will have this investigated for you.Cheers!

2
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Community Debut
3 years ago
M
Contributor
markus.finsterContributor
posted in Archives - Freshdesk

Automatically create Ticket from existing ticket

Merged with: https://support.freshdesk.com/support/discussions/topics/50000001550

1
A
Community Debut
3 years ago
E
Apprentice
erilevApprentice
posted in Archives - Freshdesk

Notifications for heavy volume

Hello Erilev,At the moment, we do not have the option to notify the agents/groups based on the number of open tickets that are assigned to a specific group. However, this seems to be an interesting idea. Happy to take it up as a feature request and we'll reach out to you with further updates!Cheers!

1
A
Community Debut
3 years ago
R
Apprentice
r.postApprentice
posted in Archives - Freshdesk

How to block an agent changing his name

Hello Robert,Unfortunately, we do not have the option to prevent the agent from editing their own profile details. However, we are happy to take this to our product managers and we will explore the possibilities of restricting the agents from editing the same.Cheers!

1
A
Community Debut
3 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk

How do you do reviews for your team?

Hello Dev and Alex,That's great! Thank you so much for your valuable inputs. Keep them coming!Cheers!

3
A
Community Debut
3 years ago
6
Apprentice
69unknown.jumper.69Apprentice
posted in Archives - Freshdesk

Payment for unused licenses

Hello,Ideally, you will be charged based on the number of agent licenses you have purchased. However, feel free to drop in an email to billing@freshworks.com for further clarifications regarding the same.Cheers!

2
A
Community Debut
3 years ago
V
Apprentice
vlupanApprentice
posted in Archives - Freshdesk

Pre-populate user First and Last Name

Hello Victor,Apologies for the delay in getting back. We believe your use-case has been addressed by one of our support agents and you were able to prepopulate the fields. Feel free tor write to support@freshdesk.com in case of any further queries. Cheers!

1
A
Community Debut
3 years ago
R
Apprentice
ryan.freedApprentice
posted in Archives - Freshdesk

Multiple portals with SSL certificates.

Hello Fernando,We have some good news for you.We have worked out a partnership with Let's Encrpyt and we now provide SSL certificates free of cost. Feel free to drop in an email to support@freshdesk.com along with the custom URL to process the request.Cheers!

3
A
Community Debut
3 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

Unknown error message

Hello Mark, Apologies for the delay in response. Does the issue still persist? If yes, please drop in an email to support@freshdesk.com. Our support heroes would have this investigated for you. Cheers!

1
A
Community Debut
3 years ago
D
Apprentice
david_19949Apprentice
posted in Archives - Freshdesk

No emails are being sent

Hello David,Apologies for the delay in response.Does the issue still persist? If yes, please drop in an email to support@freshdesk.com along with the support email address you are trying to verify. Our support heroes would have this investigated for you.Cheers!

1
A
Community Debut
3 years ago
W
Contributor
w.terharmselContributor
posted in Archives - Freshdesk

Register confirmation

Hello,When the users sign up from the customer portal, they will ideally see the message "Activation email has been sent to [emailaddress]".Attached a sample screenshot for your reference. If you have a different requirement, please drop in an email to support@freshdesk.com. Our support heroes would be glad to assist you further.Cheers!

1
A
Community Debut
3 years ago
G
Apprentice
gaetan.barrasApprentice
posted in Archives - Freshdesk

Reply to all agent in the group

Hello Gaetan,We could see that your query has been addressed by one of our support agents. Feel free to drop in an email to support@freshdesk.com for any further queries in the future. Happy to assist you, anytime. Cheers!

1
A
Community Debut
3 years ago
V
Apprentice
vlupanApprentice
posted in Archives - Freshdesk

How to remove "Edit Profile" for users?

Hello Victoria,We do not have the option to directly hide the "Edit portal" . However, as mentioned by @Wimthis can be achieved via the portal customization as per the steps mentioned below:- Navigate to Admin >> Portals >> Customize portals >> Stylesheet >> Paste the below code.a[href$="/support/profile/edit"]{ display:none;}Hope this helps!

2
A
Community Debut
3 years ago
P
Apprentice
pendjfi889Apprentice
posted in Archives - Freshdesk

I keep trying to put a picture in as my profile picture but it’s not working?

Hello Black Rock Shooter,Does the issue still persist? If yes, please drop in an email to support@freshdesk.com. Our support heroes would have this investigated for you.Cheers!

2
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Community Debut
3 years ago
N
Apprentice
neil_19652Apprentice
posted in Automations and Workflows

Closing a ticket via gmail

Hello Neil,We would not be able to close the ticket directly via the email. However, we could try setting up an Automation rule based on the scenario. Please feel free to drop-down in an email to support@freshdesk.com. Our support agents would help you with the best possible workaround.Cheers!

1
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Community Debut
3 years ago
P
Apprentice
pevans_18000Apprentice
posted in Archives - Freshdesk

Survicate app integration

Paul,We could see that this was resolved for you on the ticket that you had raised with us. Feel free to drop in an email to support@freshdesk.com for any further queries in the future.Happy to assist you, anytime.Cheers!

1
A
Community Debut
3 years ago
S
Apprentice
s.predigerApprentice
posted in Archives - Freshdesk

Scrollbar in the table view

Hello Aviram,That's a completely understandable ask. We are working on to enhance the Table view. We would make to sure to make some noise when this is available.Cheers!

6
A
Community Debut
4 years ago
A
Apprentice
andre_14485Apprentice
posted in Archives - Freshdesk

Dependents Fields edition problem

Hello Andre,Apologies for the delay in getting back.Does the issue still persist? If yes, please feel free to write to support@freshdesk.com along with the X-request ID. Our support agents would have this investigated for you.Cheers!

1
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Community Debut
4 years ago
R
Apprentice
reginafariabravoApprentice
posted in Automations and Workflows

Automations - send e-mail

Hello Regina,You can edit the condition in such a way that if the ticket is opened for greater than 72 hours and less than 73 hours, then set the action to trigger the email. In this way, only one email would get triggered after the 72nd hour.Hope this helps!

1
A
Community Debut
4 years ago
N
Apprentice
niekApprentice
posted in Archives - Freshdesk

SSL and DNS of Freshdesk and Freshmarketer not working!!! HELP!!

Hello Niek,We are sorry for the delay in getting your issue fixed and we regret the inconvenience caused.We believe your issue has been sorted by one of our support agents. Please feel free to write to support@freshdesk.com in case of any further queries.Thanks!

1
A
Community Debut
4 years ago

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