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Replies posted by Vidya Deenadayalan

37 Replies

S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - July 2023Release notes

Hi @mlewis ,Welcome to Freshworks Community :)We could see that you posted that Bug number 9 related to “Hyperlinks in a solution article were displayed in the same color as the text in the customer portal” is not fixed for your account. While we tracing back your tickets we are unable to locate any support case. Kindy DM your account URL in the form of yourcompanyname.freshdesk.com. We will further check and fix this for your account.Here’s to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

24843
wlhspeter
Community Debut
8 months ago
J
Apprentice
justinklaassenApprentice
asked in Ticketing & Agent Productivity

Last Modified Date on Ticket Dashboard

Hi @Warrick End Game Ltd ,Welcome to Freshworks Community :) The idea which you requested is not been posted yet, If you have any ideas or suggestions, you can submit them using this link: https://community.freshworks.com/ideas. This will help our product managers to understand the feasibility of your request by checking how many similar requests have been made by other customers. You can also upvote existing requests or submit new ideas.  Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

3
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Community Debut
9 months ago
Priyadharshini
Apprentice
PriyadharshiniApprentice
asked in Automations and Workflows

Will 'Ticket Update' event trigger when the custom field is updated?

Hi @Priyadharshini , Thank you for being a part of the Freshworks Community.  Regarding your concern, could you please send me a direct message with the following information:1. A full-page screenshot of the ticket update automation rule that you configured.2. The payload that you used.3. The API failure error code that you received, if any.With this information, we can log a support ticket and further assist you on the same.Please let me know if you have any further questions or concerns.Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

2
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Community Debut
11 months ago
Perry.gy
Apprentice
Perry.gyApprentice
asked in Portals, Emails & Other Channels

why is there no signature when i forwarded an email ?

Hi @Perry.gy ,Welcome to Freshworks Community :) Regarding your concern about the new feature "Threads," I understand that you would like to know if it is possible to include a signature when forwarding messages using threads. Currently, we do not have this feature, and we will need to check with the product manager if it is in the future roadmap. However, you can submit your ideas on our community page here: https://community.freshworks.com/ideas.As a workaround, you can use canned responses for now. You can create a canned response that contains your signature, and when forwarding a message using threads, you can insert the signature using the canned responses feature.   How to include signature in Threads using Canned response? I hope that the workaround I suggested will be helpful in addressing the limitation for now. Let us know your thoughts here,Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaning

1
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Community Debut
11 months ago
S
Apprentice
semiilaApprentice
asked in Portals, Emails & Other Channels

Failed to load templates. Error: "Failed to retrieve associated credentails."

Hi @semiila ,Welcome to Freshworks Community :)May I know if you are still encountering the error you mentioned? If so, could you please try accessing it from an incognito window and see if the issue persists? If it doesn’t help please inform here, and I will log a support ticket to investigate the matter further.Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

1
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Community Debut
11 months ago
batlb
Apprentice
batlbApprentice
posted in Analytics, Reports & Dashboards

Scammers using support@helinga.freshdesk.com

Hi @Collin ,Welcome to Freshworks Community! I'm sorry to hear that you've received suspicious emails from one of the user who uses Freshdesk as their ticketing platform. It is definitely not out attention to put you in a tough spot. Thank you for bringing this to our attention, and we will pass on your feedback to our security team. To help us investigate this issue further, could you please send us a DM with a screenshot of the phishing email you received? Based on that, we will check and flag the account. Thank you for your cooperation.Here’s to you,Vidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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aspin
Community Debut
6 months ago
Wulan
Apprentice
WulanApprentice
asked in Apps and Marketplace Integrations

Why the Video won't play on Freshdesk Apps Marketplace Description

Hi @Wulan,Welcome to Freshworks Community :) I understand that you may be looking to embed a video link within a solution article page on Freshdesk. If this is the case, may I suggest using the following option:Using Embedded Code option to insert Video If you referring for publishing the video in marketplace page? Can you DM the error message or screenshot to us? So we can further check this from our end.Here’s to you,Vidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

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Community Debut
1 year ago
M
Contributor
markus.finsterContributor
asked in How do I....?

How can a user get another QR-Code after entering their recovery code?

Hi @markus.finster ,Welcome to Freshworks Community :) Regarding your concern, To add Freshdesk to your authentication app, the agents will need to log in first. Reach your org admin. They can enable two-factor authentication for agents individually. Sometimes the QR scan will not be visible if the authentication is already enabled. Since the QR scanner will be shown for the first time for agents to log in. If you want to reaccess them, the Org admin can disable the two-factor mechanism manually from security settings and then enable them back. By doing this, your agents can sync the code with their authenticator app. Refer to the below article for more information: Enable/Disable Two-factor authenticationHere’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

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1 year ago
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Skilled Expert
GaborSkilled Expert
asked in Automations and Workflows

How to assign a Service Task to more than one field technician ?

Hi @Gabor,Thank you for submitting the request. Based on the customer demand, our product manager will check the feasibility and include this in our roadmap. Watch out this space for future product enhancements.Here’s to you,Vidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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Community Debut
1 year ago
P
Contributor
pedro_sanContributor
asked in Portals, Emails & Other Channels

Create a Ticket in freshdsk from MS Teams Message

Hi @pedro_san ,Awesome, Thank you for returning and posting the Power automate approach to create a Freshdesk ticket from the MS Teams. This is gonna help lots of our users.“There is no delight in owning anything unshared 🙂” Again, thank you for contributing to our community by making delightful customer experiences.Here’s to you,Vidya D

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P
Contributor
1 year ago
P
Contributor
pedro_sanContributor
asked in Portals, Emails & Other Channels

Create a Ticket in freshdsk from MS Teams Message

Hi @pedro_san,Welcome to Freshworks Community :)As you requested, I am afraid that we wouldn’t be able to create a ticket from more action. You need to initiate the ticket creation from the bot flow inside the MS Teams  Creating new ticketsOn the Microsoft Teams app, click on the Freshdesk app from the left panel.  Type Create Ticket command on the bot and hit Enter. Click on the Create Ticket button on the bot.     Create Ticket BOTEnter the following details on the form: Filling out requester details before creating a ticket Requester email Subject Description Status Priority Group Agent   Click Create. On successful creation, you will see the following notification. Use the ticket link to view the ticket directly on  Freshdesk.   Succesful Ticket Creation notification    Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)  

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P
Contributor
1 year ago
G
Skilled Expert
GaborSkilled Expert
asked in Automations and Workflows

How to assign a Service Task to more than one field technician ?

Hi @Gabor ,Welcome to Freshworks Community :)Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link- https://community.freshworks.com/ideas Here’s to youVidya D 

5
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Community Debut
1 year ago
Michal PC
Apprentice
Michal PCApprentice
asked in Analytics, Reports & Dashboards

I can't see any editable dashboard

Hi @Michal PC Welcome to Freshworks Community :) From the screenshot, we can see that you like to see the week-wise load comparison data from the “Default Dashboard” I am afraid this cannot be attained or customized. The default dashboard will show only today and yesterday data, As it is the default product behaviour across all the accounts.However, As a workaround to achieve your use case, you can make use of analytics. Kindly refer to the help article to see if that helps: https://support.freshdesk.com/en/support/solutions/articles/240744-ticket-volume-trends-reportHere’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

5
aravind.sundararajan
Skilled Expert
1 year ago
PaulSnellingBiz
Apprentice
PaulSnellingBizApprentice
asked in Analytics, Reports & Dashboards

Lower First Response Time?

Hi @PaulSnellingBiz  Thank you for getting back, We understand your business needs, We will pass on this feedback to our product team, You can also submit this idea and vote up for our existing feature request using this link- https://community.freshworks.com/ideas Here’s to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

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V
Community Debut
1 year ago
PaulSnellingBiz
Apprentice
PaulSnellingBizApprentice
asked in Analytics, Reports & Dashboards

Lower First Response Time?

Hi @PaulSnellingBiz  Welcome to Freshworks Community :) Regarding your concern. I am afraid it is currently impossible to change the minimum first response time to less than 15 min. Since it is the default product behaviour, find the below image for your reference.  First Response Due in SLA settings It will indicate when you try to lower that value by less than 15 minutes. Unfortunately, we couldn't suggest you any workaround for this. Let me know your use case on Why you needed to reduce the minimum time to less than 15 minutes, based on which we will pass this on to our product team to see if it would be feasible to include it in our roadmap.  We will keep you posted on the updates in our future releases. We would also recommend you kindly post your requirement in the community forums, which will help our product managers to check the feasibility by knowing how other customers raise many similar requests as well - https://community.freshworks.com/ideas Here’s to youVidya D Learn som

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Community Debut
1 year ago
C
Apprentice
CharlburyApprentice
asked in API and Webhooks

How to clear prefilled fields in the Freshdesk Widget when the widget is clicked

Hi @Charlbury Welcome to Freshworks Community :)We support a separate widget API through which you can hide the fields on the whole. If not, as you mentioned, you can clear out the content using a clear-form API. Refer to the below widget API documentation for more information. I have quoted specific sub-links that talk more about your use case.Hide Fields APIClear Form APIHere’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

1
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Community Debut
1 year ago
hitesh_newtonschool
Apprentice
hitesh_newtonschoolApprentice
asked in Ticketing & Agent Productivity

Fetch data after ticket creation

Hi @hitesh_newtonschool  Welcome to Freshworks Community :) On your concern, You can use the View Ticket API to fetch all the details available in a ticket, and you can save them to your database with the help of your developers by hitting an external endpoint.On populating the custom field part, you can either pass the custom fields inside the ticket using the “Update a ticket” call or include all the necessary custom fields right at the time of ticket creation using the “Create a ticket” call. Refer to the below API documentation for more information:1)  View a Ticket2)  Create Ticket3)  Update TicketHere’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

2
Tincho cerdeiras
Community Debut
1 year ago
C
Apprentice
Carola - Beuth VerlagApprentice
asked in Analytics, Reports & Dashboards

Analysis of log times

Hi @Carola - Beuth Verlag  Welcome to Freshworks Community :) We understand that a few ticket properties are missing in the underlying data. However, I am afraid currently. It is not possible to include the missing properties on an account level. Our analytics module has been experiencing many changes over recent times, which helps the data drilling experience be more seamless for our customers. If there are any future updates down the line around this. We will be sure to inform you as well in our future releasesHere’s to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

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Community Debut
1 year ago
Danilo Sena
Apprentice
Danilo SenaApprentice
asked in Portals, Emails & Other Channels

Customization Portal in Fresh Desk

Hi @Danilo Sena Welcome to Freshworks Community :)Are you looking to create a knowledge base? You can still create folders, categories and articles in the Free plan. However, if you like to customize the appearance of your customer portal, we recommend you upgrade to the Pro or higher plan. You can completely customize the code by navigating to Admin→ Portal→ Customize Portal with the help of your developers, or you can try out some themes readily available at some professional cost sponsored by Breezy Themes.Refer to the help article for more information: Customize your Support Portal- Click here.Breezy Themes website: https://www.breezythemes.com/Here’s to youVidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

1
V
Community Debut
1 year ago
DougieP
Apprentice
DougiePApprentice
asked in Portals, Emails & Other Channels

Customers unable to create ticket

Hi @DougieP We have fixed the issue you have reported regarding ticket creation from the support portal successfully, if you are still facing any discrepancies please free to drop an email to support@freshdesk.com.Here’s to you,Vidya DLearn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

6
niraj.orangeiq
Community Debut
1 year ago
KannanSimplr
Apprentice
KannanSimplrApprentice
asked in Ticketing & Agent Productivity

Remove/Restrict 'Delete' option to agent.

Hi @KannanSimplr  Welcome to Freshworks Support 🙂Yes, we can restrict the delete access from the agent by setting up a custom role. By default, an agent can able to delete the ticket. However, let’s say you navigate to Admin->Roles->New Role. There, you can add agents as you need and uncheck the “Delete a conversation” checkbox option, as I have shown in the below screenshot. Kindly ensure to have only the custom role which was created, If you have the default agent role, then it will take precedence, and the delete option will still be visible Setting up Custom role to restrict Delete access from the agentI hope this helps !Here’s to you,Vidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)  

1
V
Community Debut
1 year ago
DougieP
Apprentice
DougiePApprentice
asked in Portals, Emails & Other Channels

Customers unable to create ticket

Hi @DougieP Welcome to Freshworks Community 🙂We understand that your customers are unable to open a ticket or access the portal. Please share your Freshdesk account URL in the form of yourcompanyname.freshdesk.com here or via DM to check this further.We are looking forward to hearing from you.  Here’s to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

6
niraj.orangeiq
Community Debut
1 year ago
M
Apprentice
michelcApprentice
asked in How do I....?

PlaceHolders for Log Time field Feature request

Hi @michelc Welcome to Freshworks Community :) We understand your concern here, Did you get a chance to refer to the list of Dynamic Placeholders: https://support.freshdesk.com/en/support/solutions/articles/52630-understanding-dynamic-content-and-placeholders, Where we have a placeholder which helps you in retrieving the total time tracked in a ticket. Placeholder: {{ticket.total_time_spent}}Description: Total time tracked in the ticket Dynamic placeholderThere are a few other placeholders which you can explore to see if they suit your business needs. Kindly refer to the above article and see if that helps.Here’s to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) 

3
M
Apprentice
1 year ago
Y
Apprentice
YossyApprentice
asked in How do I....?

Vimeo links not working

Hi@Yossy,Welcome to Freshworks Community :)Our Knowledge base editors usually support the following video providers: Youtube, Vimeo, and Dailymotion. Yahoo, Rutube. For other video providers, we've to use the embed option. However, since you are already using Vimeo, would it be possible to use the embed code option? I have also recorded a videograb https://share.vidyard.com/watch/75jtPF3pa5JbCDNoFHSfUo?. Kindly check and see if that helps. Also, ensure to host your videos publicly.Here's to youVidya D Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

2
Y
Apprentice
1 year ago
Ibelaya
Apprentice
IbelayaApprentice
asked in How do I....?

I'm just checking how it works you can delete this message

 Hi @Ibelaya,  Welcome to Freshworks Community :) Thank you for letting us know that you were testing. Sure, we will go ahead and close this topic. Feel free to write to us if you need any further assistance from our end. We will be delighted to assist you.   Here’s to you  Vidya D​Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

1
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Community Debut
1 year ago

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