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Replies posted by Juliana Rozario

44 Replies

ehusband
Apprentice
ehusbandApprentice
asked in Apps and Marketplace Integrations

Freshdesk information not present in Zapier

Hello Team,Thank you for notifying us. We have cascaded this information to our Product team and they are actively working on the same. Please bear with us some more time I shall keep this post informed once I hear back from them.Meanwhile, it appears that the Test cannot be performed while creating Zap due to null value. As a temporary solution, you may proceed with publishing the Zap without the test, disregarding the error message. The details will still be added to the notes as intended. That said, @ehusband I have created a support ticket to track the progress. Here is the link for reference: https://support.freshdesk.com/support/tickets/15830622 @tktmastr As mentioned, we will keep this post informed once I hear back from our team.Thank you for your patience and cooperation!

4
Juliana Rozario
Community Manager
25 days ago
amithavh
Apprentice
amithavhApprentice
asked in How do I....?

Freshdesk Analytics

Hello @amithavh, Greetings! I understand that you are interested in creating a report in a line chart format that displays all the Open, Resolved/Closed, and Unresolved tickets in your account. I recommend using the curated report called Helpdesk Ticket Volume, which contains all the necessary data to accomplish this.  For your convenience, I have included a sample video grab that you can refer to at the following link: https://www.loom.com/share/e2dbb5b21d0c4683aa422bd3c632a976?sid=af0eea4c-b891-47e5-bda6-f7ce1319d104.  Additionally, you can find more information about this report in the article located at https://support.freshdesk.com/en/support/solutions/articles/240745-helpdesk-ticket-volume-report.  If you require additional filters to be added based on your specific needs, please feel free to do so.  If you have any questions or concerns, please do not hesitate to reach out to me, and I will be happy to assist you. Happy Freshdesking!

2
Juliana Rozario
Community Manager
1 month ago
Bits4Brains
Apprentice
Bits4BrainsApprentice
posted in How do I....?

Landing page after user Activation Neo Admin Center, worthless!

Hello @Bits4Brains  Greetings! I understand that you are experiencing difficulty accessing your Freshservice account, which is linked to associationofchristianschohelpdesk.myfreshworks.com. After conducting a quick check on our end, we have found that chris_corndog@acsi.org is not associated with the account, meaning that he has not been added to the product.  To further investigate this issue, we kindly request that you send an email to support@freshservice.com. One of our agents will be happy to assist you in resolving this matter. Happy Freshdesking!

1
Juliana Rozario
Community Manager
1 month ago
L
Skilled Expert
lkeyesSkilled Expert
asked in Portals, Emails & Other Channels

Surpress TEAMS notification when logging into Freshdesk

Hello @lkeyes, Greetings! Regarding your concern, I understand one of your agents receives a pop-up to install the MS Teams app even after installing it. To resolve this issue, I suggest you ask the agent to clear their browser cache and cookies. After doing so, they can try logging in to the account again. Also, you can try accessing the account from an Incognito tab to see if the issue continues. If the problem continues, I would recommend that you ask the agent to generate the network logs and send them to us via DM. This will allow me to investigate the issue further and provide a more comprehensive solution. ​ Here is a link that might help: https://support.freshdesk.com/en/support/solutions/articles/50000002823-my-freshdesk-page-is-loading-very-slowly-what-should-i-do- Happy Freshdesking!

1
Juliana Rozario
Community Manager
1 month ago
R
Contributor
RC3Contributor
asked in Portals, Emails & Other Channels

Show/Hide fields on the portal depending on the Contact's Company

Hello @rc3, Greetings! I understand that you have a concern regarding showing a custom field exclusively for your Premium customers while hiding it from other users.  Although we do not have a native feature to cater to this requirement, it is possible to achieve this through portal customization. Through customization, you can write a script that checks the domain or any unique field of the logged-in user. If the user belongs to the Premium customer group, the custom ticket field will be displayed. On the other hand, for other users, the field will remain hidden.  Please note that portal customization is a plan-based feature and is only available from the Pro plan onwards. Therefore, you may need to get in touch with your developers to customize this feature for your account. If you need any additional details from us, please DM us or write an email to support@freshdesk.com I’d be happy to help. Happy Freshdesking!

4
R
Contributor
1 month ago
Ajax
Apprentice
AjaxApprentice
asked in How do I....?

Can an Admin set and agents Schedules Out Of Office time?

Hello @Ajax, Greetings! As the administrator, I understand you want to set an out-of-office for your agents. As @eeha0120  suggested, assuming their identity would allow you to schedule this. Alternatively, you may utilize our marketplace application, Out Of Office, to accomplish this task. This app is designed for administrators to efficiently manage tickets that need reassignment to other agents or groups when their colleagues are unavailable. Additionally, it allows for configuring automatic replies to customers when they respond to tickets. I hope this helps. Kindly check this and drop a note here if you need further assistance from us I’d be happy to help. Happy Freshdesking! 

2
Juliana Rozario
Community Manager
1 month ago
alberto_garcia
Apprentice
alberto_garciaApprentice
asked in API and Webhooks

WebHook not trigering

Hello @alberto_garcia, Greetings :)We have been made aware that you have made changes to an Automation rule in your Account, but it appears that it is not functioning as expected. To assist you better, may we kindly request that you send us a DM with a full page screenshot of the Automation rule you have created, as well as a screenshot of the Ticket where this rule did not execute. This will enable us to investigate the matter further. Alternatively, you may also send an email to support@freshdesk.com with the requested details. We would be more than happy to help you with this. Happy Freshdesking!

2
acn084
Contributor
1 month ago
alltechplus
Apprentice
alltechplusApprentice
asked in Portals, Emails & Other Channels

You have been restricted from accessing this helpdesk page

Hello @alltechplus, Greetings! Regarding your concern, I am aware that you were unable to submit tickets through the portal. Upon reviewing the account details, I can confirm that the issue has been resolved from our end.Feel free to DM me or write an email to support@freshdesk.com if the issue arises in the future, I’d be happy to assist. Happy Freshdesking!

3
N
Community Debut
17 days ago
S
Apprentice
S.RoggatzApprentice
asked in Getting Started

running automation rules manually

Hello @S.Roggatz  Greetings! I understand that you want to set up an Automation rule to mark tickets as SPAM when it satisfies certain conditions.  To accomplish this for new incoming tickets, you can utilize the Ticket creation Automation rule by creating specific conditions that, when met, will result in the ticket being marked as SPAM.  I have included a sample screenshot for reference.   Alternatively, if you would like to apply this rule to older tickets (any updates made within the last 30 days), you can utilize the Time trigger rule.  I hope this helps. Feel free to drop in a note here if you need any additional information I'd be happy to help. Happy Freshdesking!  

1
Juliana Rozario
Community Manager
1 month ago
P
Apprentice
PhilBertApprentice
asked in Automations and Workflows

Activate a Webhook on ticket Update

Hello @PhilBert, Greetings!I understand that you are interested in activating a webhook whenever a Ticket is updated. Currently, your Automation rule is set up to trigger the webhook only when the "Push to Monday" custom field is selected. However, if you would like to apply this rule to all tickets, regardless of the custom field selection, you may consider using the following conditions:  I hope this helps. You can drop in a note here if you need any further help from us. Happy Freshdesking!

1
Juliana Rozario
Community Manager
2 months ago
daffazhafirin
Apprentice
daffazhafirinApprentice
asked in Portals, Emails & Other Channels

How to fix Email rejected due to an unexpected error ?

Hello @daffazhafirin, Greetings from Freshworks Community! I understand you are receiving an error message when outgoing emails sent from Freshdesk are getting rejected. As you may already know, this can occur if the recipient email address is incorrect or if the mailbox is full. However, if you would like to know the specific reason for the bounce, please feel free to DM us with the recipient's email address, Timestamp, timezone, and Ticket ID. We will be happy to check the logs and provide you with more information. Please make sure to provide us with recent examples for a more accurate analysis.  Happy Freshdesking!

6
Juliana Rozario
Community Manager
2 months ago
C
Apprentice
CNelson954Apprentice
asked in Ticketing & Agent Productivity

Tickets coming in that do not have our support email in the "To" section

Hi @CNelson954,​Greetings from Freshworks Community:) I understand that you've been receiving some unwanted emails to your support address, which are being forwarded and turned into tickets in your Freshdesk account. Just so you know, any emails that come to your mailbox will automatically become tickets in Freshdesk. Unfortunately, we can't separate the emails before they become tickets, but we can mark them as spam after the fact. I hope this helps clear things up! If you're still having trouble, could you please send me some screenshots via DM explaining the issue so I can investigate further? Happy Freshdesking!

1
Juliana Rozario
Community Manager
3 months ago
P
Contributor
paulj1202Contributor
asked in How do I....?

Freshdesk analytics

Hi @paulj1202,Greetings from Freshworks community:) In regards to your concern, we can generate a report based on specific groups. However, could you kindly provide us with further details regarding the form you are referring to? Would you mind sending us a direct message clarifying whether you are referring to the New Ticket Creation form available on the portal or if you have embedded your own form? We’d be more than happy to assist you further. Happy Freshdesking!

1
Juliana Rozario
Community Manager
3 months ago
C
Community Debut
claverdiere_hspCommunity Debut
asked in How do I....?

Removing attachment links from ticket email notifications

Hello @claverdiere_hsp  Greetings from Freshworks Community:) I understand that you want to remove the AWS link automatically from your email notification template. Regrettably, this feature is not currently available. However, could you kindly send us a direct message with some examples of why this is necessary so that we may consider a workaround for your request? Alternatively, you can reach out to support@freshdesk.com for any queries/concerns. Happy Freshdesking:)

1
Juliana Rozario
Community Manager
3 months ago
Alecia.B
Apprentice
Alecia.BApprentice
asked in Ticketing & Agent Productivity

Extra space lines after copy + paste

​Hello @Alecia.B, Thank you for reaching out to Freshworks Community:) I hope you are doing well. Regarding your concern, I understand that an extra space gets added when you copy and paste the content from a different source. This is because when you copy the content from an external source, there are chances that it might copy the HTML tags as well, which causes unwanted spacing to be added. To overcome this, you can use the clear formatting option to remove all the extra spaces. Adding an image here for your reference:  This will ideally remove all the extra spaces. Hope this information helps. If the issue persists, feel free to DM your Freshdesk Account URL and the image of the content where you are using it so I can further check this for you. Feel free to drop in a note here for any concerns I’d be happy to help:) Happy Freshdesking!!​

2
Alecia.B
Apprentice
1 year ago
Christina H
Apprentice
Christina HApprentice
asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hello @Christina H,Welcome to Freshworks Community. I hope you are doing well:)Regarding your concern, Freshdesk provides various font stylings that can be used while composing messages/replies to your customers. You can navigate to Admin > General settings > Helpdesk, choose the required font in the Agent portal default font preference option and save the changes. Apart from that, I’m afraid you wouldn’t be able to upload custom font for Agent Portal. But you can post your ideas or feedback here where our Product team would be able to take this forward.Feel free to drop in a note with any concerns, and we’d be happy to help:)Happy Freshdesking!!

3
whatstesaid
Community Debut
1 day ago
LorneH
Contributor
LorneHContributor
asked in Portals, Emails & Other Channels

"cannot read properties of undefined"

Hello @LorneH,Apologize for the delay in getting back to you. I hope you are doing well:)I understand that you are facing issues when trying to send out Outbound emails from your Freshdesk Account, and the behavior is sporadic. I want to let you know that, You can send up to 30 outbound emails per day if you are on the Free plan. If you are on Growth, Pro, or Enterprise plans, there are no limits to the number of outbound emails you can send. If your account is on a trial state under any plan, you can send up to 5 outbound emails daily.If you have not breached the daily outbound limit, please DM us your Freshdesk Account URL, which would be of the format yourcompanyname.freshdesk.com and the HAR file - click here so I can have this further checked for you.Hoping to hear from you soon:)

1
Juliana Rozario
Community Manager
1 year ago
S
Apprentice
SunnyStPeteApprentice
asked in Analytics, Reports & Dashboards

List of reopened tickets?

Hello @SunnyStPete Welcome to Freshworks Community. I hope you are doing well:)I understand that you want to generate a report from the Group Performance Curated report containing all the Ticket IDs for all the tickets for the last 29 days.If yes, this is possible by applying the required filters and then exporting the data in the Tabular data.I’m adding a videograb here for your reference that might help:  Feel free to drop in a note for any queries/concerns I’d be happy to help. Happy Freshdesking:)

3
S
Apprentice
1 year ago
Janec
Apprentice
JanecApprentice
asked in How do I....?

Attachements are downloaded from insecure site

Hello @Janec,Thank you for reaching out to Freshdworks Community. I hope you are doing well:)Regarding the issue with the attachment download, could you please confirm if your end users are having issues downloading the attachments that are sent from Freshdesk?Also, can you please confirm if this is happening for all the attachments? If yes, please check if it's toggled ON the below option under Security settings (Admin → Account → Security)  If yes, only the logged-in users could access the attachments. And all the secured attachment links are sent in the email notifications instead of the actual files. Hope this clarifies.If that's not what you are referring to, it would be helpful if you could DM us the screenshot of the error along with a few screenshots of the email/tickets so I can have this further checked. Looking forward to hearing from you:) 

1
Juliana Rozario
Community Manager
1 year ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows

Duplicate tickets when the customer use both addresses

Thank you for your feedback, @JulianeB :) Glad you found this useful.Feel free to drop in a note here if you have any queries/concerns we’d be happy to assist you.Cheers!!

3
Juliana Rozario
Community Manager
1 year ago
Lex.Conex
Apprentice
Lex.ConexApprentice
asked in Automations and Workflows

Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

Hello @Lex.Conex,Thank you getting back to us. As we would have to troubleshoot this issue, I've raised a ticket for the same. Let me have this analysed internally with our team, and will keep you posted through email at the earliest..Here is the Ticket URL for your reference: https://support.freshdesk.com/a/tickets/12335597Feel free to ping us for any queries/concerns we'd be happy to assist you further.Happy Freshdesking!!​

5
Juliana Rozario
Community Manager
1 year ago
MikeStadlman
Apprentice
MikeStadlmanApprentice
asked in Analytics, Reports & Dashboards

Freshdesk Reporting

Dear @MikeStadlman, good day. I hope you are doing well:)Regarding your concern, the first response time is calculated based on the time the Agent takes to respond to a ticket the first time. In your case, even if a ticket gets assigned to an agent during the Non-business hour, the time would start ticking only at the start of the Agent's business hours.Also, the First response time is calculated based on the SLA you set in your account. The default time would be 15 minutes.For instance, if the business hours are from 8 AM to 5 PM and the ticket is assigned to Agent A around 6 AM, then the timer would start only at 8 AM. This is the default behavior of the product. If another agent picks up the ticket and responds to it out of business hours, the FR time will not be affected as it ultimately depends on the SLA you set up.Hope this information helps. If you have any queries feel free to DM your requirement I'd be happy to help:)Happy Freshdesking!!

1
Juliana Rozario
Community Manager
1 year ago
L
Apprentice
Lars SkjønbergApprentice
posted in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

Hello @GlitchNZ, Good day:) I hope you are well!Apologise for the delay in getting back to you. As mentioned earlier in the thread, you can add instead of adding email.freshdesk.com, you can include any one of the region-specific records that suit your account settings. SPF recordsUS - fdspfus.freshemail.ioEU - fdspfeuc.freshemail.ioAUS - fdspfaus.freshemail.ioINDIA - fdspfind.freshemail.ioKindly have this checked and if you have any issues in setting up the SPF records feel free to DM us your queries I'd be happy to take this forward.Cheers!!

32
marialovely
Community Debut
28 days ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows

Duplicate tickets when the customer use both addresses

Dear @JulianeB,Good day:)I understand that you want to automatically the restrict the tickets from getting created when two supported email addresses are looped in the same ticket. I'm afraid we wouldn't be able to restrict the tickets getting created when both the support email addresses are added to the ticket. But as a workaround I would suggest you to merge the duplicate tickets with the help of an application available in our Marketplace. Click here for more details. Kindly have this checked and let me know if that works for you.Secondly, when the support email address is added in the CC, I understand that you want to segregate the tickets by adding a tag.For this, you can make use of a Ticket creation Automation rule by checking the Ticket CC, and if the condition is satisfied, a tag will be automatically added to the ticket. Please find the below screenshot for your reference: Hope this information helps. Kindly have this checked and if you have any concerns let me know we can t

3
Juliana Rozario
Community Manager
1 year ago
Mohit91
Apprentice
Mohit91Apprentice
asked in How do I....?

How to unmerge ticket

Hello @Mohit91,Welcome to Freshworks Community. I hope you are well:)Unfortunately, we wouldn't be able to unmerge the tickets as it's an irreversible process. Once you merge the tickets, the replies/notes would be added to the Primary ticket and I'm afraid you won't be able to split them. Feel free to ping us for any queries/concerns. We'd be happy to help.Happy Freshdesking:)

3
dbaras
Top Contributor
1 year ago

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