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Replies posted by jim.stephen

59 Replies

G
Top Contributor
GOODYTop Contributor
asked in Ticketing & Agent Productivity

How do I remove "FIRST RESPONSE DUE"

Hi @GOODY and @bowserkb, we understand you would like to remove the “First Response Due” for the tickets which are kept in the bug status. As per the product behavior, every ticket would have a first response and resolution due by targets associated with it. When you change the ticket status to SLA timer ON status (i.e SLA running on tickets), the targets will still be shown on the ticket details page. Now the First response due can be removed either by adding a reply/public note on the ticket. If you do not wish to respond to such cases, you can set the ticket status as SLA timer OFF status and the SLA would no longer run on such tickets, thus removing the targets shown in the details page. To turn the SLA timer OFF for statuses, you can go to Admin -> Workflow -> Ticket fields -> Status -> Bug -> Toggle off SLA timer.   Post which, The first response due by time would be removed from the ticket.   I hope this helps. 

3
jim.stephen
Community Debut
1 year ago
pedrobleao
Apprentice
pedrobleaoApprentice
asked in API and Webhooks

Response to closed tickets should create new ones

Hi @pedrobleao , with respect to your query, you can make use of Automations and trigger a webhook to create a new ticket when a customer replies to a closed ticket. You can go to Admin -> Workflow-> Automations -> Tickets -> Ticket updates -> Create a new rule.  This solution article will help you on the same, along with a sample API payload that has to be passed in the rule: https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket You can also make use of this API documentation of Freshdesk for creating new tickets: https://developer.freshdesk.com/api/#create_ticket

5
S
Community Debut
1 year ago
satyam2711
Apprentice
satyam2711Apprentice
asked in API and Webhooks

How to merge Contacts in bulk

Hi @satyam2711 Greetings from the Freshworks community! We understand that you would like to bulk merge contacts, In Freshdesk as of now we do not support merging contacts in bulk through the UI. However, you can achieve this by making use of an API call.  This API documentation of Freshdesk for merging contacts will help you on the same: https://developer.freshdesk.com/api/#merge_contact I hope this helps. 

2
Jarrod
Top Contributor
1 year ago
pedrobleao
Apprentice
pedrobleaoApprentice
asked in API and Webhooks

Response to closed tickets should create new ones

Hi @pedrobleao, Kindly write to us at support@freshdesk.com, along with the screenshot of the Automation rule which you have setup and the tickets in which the rule was not working as expected, one of our agents would get in touch with you at the earliest.

5
S
Community Debut
1 year ago
B
Contributor
burgervrContributor
asked in Automations and Workflows

Automated ticket close after no movement for more than 30 days

Hi @burgervr  Greetings from the Freshworks community!  We understand that you would like to close a ticket where there were no updates for 60 days. However, as you have mentioned, the tickets that were inactive for more than 30 days will not be considered for Automations. So as a workaround, we would need to create two Automation rules to achieve your use case.  Firstly, you can create a new status field, “No update for 30 days,” to identify the tickets that were inactive for 30 days. To identify them, we can make use of the Time Trigger Automations:To create this rule, you can go to Admin -> Workflow -> Automations-> Tickets -> Time Triggers -> New Rule.  We would need to run this first rule on 29 days 23rd hour (719th hour) instead of exactly 30 days to avoid the Automation of missing out on this ticket: Workflow: Hours since awaiting customer response (719 - 29 days 23 hours) -> set status “no update for 30 days -> Hours since No update for 30 days (719 - 29 da

2
jim.stephen
Community Debut
1 year ago
caygri
Skilled Expert
caygriSkilled Expert
asked in How do I....?

maximum opening ticket

Hi @caygri Greetings from Freshworks community!  We understand that you would like to limit the number of tickets raised by a particular contact/ client, however as of now we do not have any such option to restrict the number of tickets raised by a single user. However you can restrict the user completely from raising tickets, please note a deleted user cannot raise tickets in your helpdesk. To delete a contact, You can go to Contacts → Select the contact → Delete, post which the user will not be able to raise any tickets.  I hope this helps. 

2
caygri
Skilled Expert
1 year ago
Tanu
Apprentice
TanuApprentice
posted in Portals, Emails & Other Channels

Multiple ticket form

Hi @Tanu Greetings from Freshworks Community ! Currently, we do not support Multiple ticket forms for the Agent portal, However if your use case is to hide certain ticket fields based on the Agent, you can make use of a couple of apps available in the Freshdesk Marketplace-Hide Fields: https://www.freshworks.com/apps/freshdesk/hide_fields/  Hide/ Disable Fields: https://www.freshworks.com/apps/freshdesk/hidedisable_ticket_fields/ Do try and let us know if that helps. 

1
jim.stephen
Community Debut
1 year ago
Krishozky
Top Contributor
KrishozkyTop Contributor
asked in Automations and Workflows

Holiday/Non-business hour automation email

Hi @Krishozky  Greetings from Freshworks Community!  We understand that the Automations which you have setup is not being executed as expected. In order to troubleshoot this issue further, kindly DM the following information:Your Freshdesk Account URL.  The automation Rule ID that will be available at the address bar in this format - yourdomainname.freshdesk.com/a/admin/automations/ticket_creation/Automation rule _ID/edit. The backend ticket IDs of the tickets in which the Automations did not execute. Reference: https://share.vidyard.com/watch/c9uBTgCyXpiXojFAkWFW4tLooking forward to your response. 

4
jplagge
Community Debut
1 month ago
Krishozky
Top Contributor
KrishozkyTop Contributor
asked in Automations and Workflows

Holiday/Non-business hour automation email

Hi @Krishozky Thank you for the information.  We have a created a ticket for this issue of yours and you should receive an email soon to your email address: krishna.r@companystore.io. Check your ticket status - https://support.freshdesk.com/support/tickets/12673876  I hope this helps. 

4
jplagge
Community Debut
1 month ago
D
Apprentice
dpetrinoApprentice
posted in Automations and Workflows

Freshdesk Jira automation, populate fields by default

Hi @adampfm  Greetings from Freshworks community!  To pass the Freshdesk URL via integration, you can create a New short text field in Jira within the Issue types (name it “Freshdesk URL”) → Save and then you can Configure Jira in Freshdesk. Now you can sync the URL as per the below settings page:  This will ensure that whenever a Freshdesk ticket is linked with a project in JIRA, the URL will be synced.  Regarding your second query: Ability to pass replies to a ticket to Jira- If you could elaborate more on this, we would be able to assist you accordingly. 

7
A
Contributor
1 year ago
S
Apprentice
schulitApprentice
asked in API and Webhooks

Freshdesk organizations merge

Hi @schulit  Greetings from Freshworks Community ! In Freshdesk, currently we do not have an option to merge two Freshdesk accounts, however we would be able to migrate the complete data from one Freshdesk account to another. This is a custom request which will be done from our end when requested, if you would like to proceed with the migration request, please drop an email to support@freshdesk.com our team would help you out on the same.  I hope this helps.

2
T.Belevska
Community Debut
1 year ago
dwatson
Apprentice
dwatsonApprentice
asked in Contacts & Companies

SPAM sort by contact

Hi @dwatson  Greetings from Freshworks community!  We totally understand your concern in this case and this has already been notified to our product team and they are working on this feature to enable a search bar for deleted contacts. Unfortunately we do not have a concrete ETA on this feature, however this will be implemented in the future road map of the product.  I hope this helps. 

2
LarryG
Community Debut
1 year ago
T
Apprentice
tanmayKiApprentice
asked in API and Webhooks

altering dropdown choices via api

Hi @tanmayKi  Greetings from Freshworks Community! In regards to your query on adding Dropdown values in a Dropdown field, you can make use of update a ticket field API. This API documentation of Freshdesk will help you on the same: https://developer.freshdesk.com/api/#update_ticket_field Hope this helps. 

1
jim.stephen
Community Debut
1 year ago
N
Apprentice
NerdigApprentice
asked in Ticketing & Agent Productivity

Tickets wont pop up again after getting status "Solved"

Hi @Sascha   Greetings from Freshworks Community!  We understand that you are facing issues with tickets where the tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same, to troubleshoot this further, kindly login to your help desk, go to Admin → Automations → Tickets → Ticket updates → and check if the “Automatically reopen tickets when the customer responds” rule is turned on?  If that is turned off, please turn it on and check if the tickets are getting reopened if the customer responds.  I hope this helps. 

1
jim.stephen
Community Debut
1 year ago
lionikas
Contributor
lionikasContributor
asked in Analytics, Reports & Dashboards

Ticket time line - show group

Hi @lionikas  Greetings from Freshworks community!  As of now in Freshdesk, we would only be able to find only the Subject line, Ticket ID, Time stamp and the status of the tickets in the timeline, we would not be able to add another field to the same. However your idea has been noted to the Product team who might bring up this as an enhancement in the future road map of the Product.  Happy Ticketing!

1
jim.stephen
Community Debut
1 year ago
S
Apprentice
SaschaApprentice
asked in Automations and Workflows

Edit private notes from Automations

Hi @Sascha  Greetings from Freshworks community!  In regards to your query of adding private notes through Automations, this private note cannot be edited by the agents nor the Admin as this is being added automatically by the system through Automations. This is an expected behaviour and regarding your other query of giving access to agents to edit the private note in Automations, you can create a custom role https://support.freshdesk.com/en/support/solutions/articles/96909-controlling-agent-access-with-roles for the Support agents and provide the access to Manage the Automation rules as per the boxes checked in the below screenshot:   I hope this clarifies. 

1
jim.stephen
Community Debut
1 year ago
Bonesaw
Contributor
BonesawContributor
asked in Ticketing & Agent Productivity

Response time from Freshdesk support.

Hi @Bonesaw  Greetings from Freshworks Community!  Apologies for the troubles you had to face, our support team usually responds to the tickets within an hour and this is an unfortunate circumstance where you had been delayed a response from our end. Kindly DM the ticket details, We will have that checked on where and what went wrong so we can improve going forth.  Thank you.

1
jim.stephen
Community Debut
1 year ago
gschaw
Apprentice
gschawApprentice
posted in Portals, Emails & Other Channels

Lo sentimos. Se le ha restringido el acceso a esta página del servicio de asistencia.

Hi @gschaw  Greetings from Freshworks Community!  The issue which you were facing while submitting tickets in the support portal has been resolved, Kindly check and if you still face any issues, please feel free to drop an email to support@freshdesk.com. I hope this helps

2
Oitger
Community Debut
3 months ago
J
Top Contributor
JKB57Top Contributor
asked in How do I....?

Sexist Message in Freshdesk User Interface - Please remove it from your software immediately

Hi @JKB57 @FDGuy,  First and Foremost we thank you for bringing this to our attention. We regret and take accountability on this and will make sure that it will be changed or removed with utmost priority.  Thank you.  

7
jim.stephen
Community Debut
1 year ago
H
Apprentice
hraynerApprentice
asked in Portals, Emails & Other Channels

Removing Customer Support Portal

Hi @hrayner  Greetings from Freshworks Community!  With respect to your use case, by default Freshdesk comes with a Customer portal which is the Primary portal of the helpdesk. This portal cannot be hidden or toggled off from accessing for customers or agents. However please note that you can disable the secondary portals in your account, this can be done by going to Admins → Portals → Edit portal → Toggle Off → Save.   

3
hemanth.ramya
Community Manager
4 months ago
J
Top Contributor
JKB57Top Contributor
asked in Ticketing & Agent Productivity

Where is the format painter button in Freshdesk?

Hi @JKB57  Greetings from Freshworks Community!  Currently in Freshdesk we do not have such option as Format painter. However we have notified our Product team on the same. They will look into the feasibility of this feature and might roll out in the future road map of the product. We appreciate your patience.  Happy Freshdesking! 

1
jim.stephen
Community Debut
1 year ago
runshotgun
Apprentice
runshotgunApprentice
asked in Knowledge Base

Font size in articles

Hi @runshotgun  Greetings from Freshworks Community!  With respect to your query, I understand you are facing issues with formatting in the Article editor, Can you please try typing the content in any online text editors such as Google Doc or Microsoft word in the required font style and size and then try pasting the same in the Freshdesk Editor. That might do the trick, please refer to this video grab as well: https://share.vidyard.com/watch/qtCoPbRkaVby5xc5fNFhRJ?   Happy Freshdesking !!!

5
runshotgun
Apprentice
11 months ago
J
Top Contributor
JKB57Top Contributor
asked in How do I....?

Sexist Message in Freshdesk User Interface - Please remove it from your software immediately

@JoeFresh123 Thank you, Joe. 

7
jim.stephen
Community Debut
1 year ago
J
Top Contributor
JKB57Top Contributor
asked in How do I....?

Sexist Message in Freshdesk User Interface - Please remove it from your software immediately

Hi @JKB57,  Our Engineers are working on it and this will be fixed by the End of next week. The Approximate ETA will be 18th of November. Your patience is highly appreciated. 

7
jim.stephen
Community Debut
1 year ago
R
Contributor
Randy.LContributor
asked in Portals, Emails & Other Channels

Can someone help me change the Card Descriptions in the portal?

Hi @Randy.L  Greetings from Freshworks Community!  I understand that your would like to make a few changes to your description of your Support portal Home page cards. In order to achieve this please follow the below steps:  Go to Admin → Portals →  Customise portal → Edit theme → Layout → Head → Paste the below code → Save → Publish: <script src="https://ajax.googleapis.com/ajax/libs/jquery/3.6.0/jquery.min.js"></script>  Once done, go to Admin → Portals → Customise portal -> Edit theme → Pages → Portal Home → Paste the below code → Save → Publish: <script>   jQuery(document).ready( function() {      jQuery('.line-clamp-3:contains(Describe your issue by filling up the support ticket form)').text("Fill out a Support Ticket");   }); </script> I have also taken a video grab of the same for your reference: https://share.vidyard.com/watch/zRhrziBpsWwcqXavE8zo6v? I hope this helps! 

10
Bettina.Elizabeth
Community Debut
4 months ago

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