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Replies posted by aravind.sundararajan

1366 Replies

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ArnoldGTop Contributor

asked in Automations and Workflows

Automatic/OOO Replies from customer

Hello @ArnoldG,You can set up automation rule to check for specific keywords on new tickets. Here’s an example of an automation (Ticket creation) you can set up: Cheers!

JirkaContributor

asked in Analytics, Reports & Dashboards

Our Freshdesk domain is down for 48hrs

Hello @Jirka We have removed the account from the spam list and you should be able to access the Freshdesk instance without any issues. Please check and let us know if you need any further assistance. Cheers!

JirkaContributor

asked in Analytics, Reports & Dashboards

Our Freshdesk domain is down for 48hrs

@Jirka Please update us after the email forwarding gets deactivated. I’ll work with the team to unblock the account so you can access it without any issues.

Bharath RagurajaContributor

asked in API and Webhooks

In Freshdesk Getting 403 error: "You are not authorized to perform this action" while open or create the particular ticket

Hi @Bharath Raguraja We would require additional details to troubleshoot the issue. Let me create a support ticket and have the team reach out to you. Cheers!

VDV_ADIApprentice

asked in Ticketing & Agent Productivity

Agent Collision Detection not working

Hello @VDV_ADI, Welcome to the Freshworks Community!These features should be available by default in your current plan. If the feature is not working for a specific agent, please ask them to check the following:Depending on the browser, you will then have to configure the following browser features:JavaScript must be enabled Cookies must be enabled LocalStorage must be enabled HTTPS - TLS v1.2 or HigherIf it still doesn’t work, please ask the agent to connect to a different network and access Freshdesk.Cheers!

daibtApprentice

asked in Portals, Emails & Other Channels

How to change default font and size

@eamonn @LanguageNerd123 We can add a code to the portal to ensure that the article font-size is 16px or 18px. You can add the code to the Admin > Portal > Customize Portal > Portal Pages > Article View section. <script src="https://ajax.googleapis.com/ajax/libs/jquery/3.6.4/jquery.min.js"></script> <script type="text/javascript"> jQuery(document).ready(function(){ jQuery(".fw-content.fw-content--single-article.line-numbers p").css("fontSize", "18px"); });</script> Cheers!

Bharath RagurajaContributor

asked in API and Webhooks

In Freshdesk Getting 403 error: "You are not authorized to perform this action" while open or create the particular ticket

Hi @Bharath Raguraja Is this happening to tickets in a specific group or from a specific user? Can you please share more details on how the ticket got created so we can check this further? Cheers!

JirkaContributor

asked in Analytics, Reports & Dashboards

Our Freshdesk domain is down for 48hrs

Hello @Jirka Welcome to the Freshworks Community! Looks like the account got flagged as spam because of suspicious ticket activity. We could see a lot of tickets getting created with the subject “Daily Appointment report”. Can you please check and let us know if it is intentional to have these tickets in Freshdesk? If not, can you please filter these emails in the mailbox so they don’t get created as tickets? Cheers!

lkeyesSkilled Expert

asked in Automations and Workflows

Notify all agents of a ticket assignment in Freshdesk

Hello @lkeyes Thanks for posting this on the Freshworks Community. We don’t have notifications for all agents when other agents get assigned on a ticket since it would be redundant for them. However, I understand your need here and I’d recommend setting up an automation rule (Ticket Update) to trigger email notifications to all agents based on the event. Cheers!

jfresnoApprentice

asked in Portals, Emails & Other Channels

slow ticket emails

Hello @jfresno Welcome to the Freshworks Community! We did have issues with ticket creation this morning and our team has rolled out a fix for the issue. The services should be back to normal in sometime. You can follow the updates here: https://updates.freshdesk.com/incident/318468. Tip: You can also subscribe for alert notifications on the site by clicking on the “Subscribe” button at the top of the page. Cheers!

pedro_sanContributor

asked in Portals, Emails & Other Channels

Create a Ticket in freshdsk from MS Teams Message

Hello @pedro_san Welcome to the Freshworks Community! We do have an integration with MS Teams that allows you to create tickets in Freshdesk from Teams messages. Here’s the link to the article that outlines the steps to install the integration and the steps to create a new ticket: https://support.freshdesk.com/en/support/solutions/articles/232273-the-microsoft-teams-app#Creating-new-tickets Cheers!

dp_devaprakashContributor

asked in API and Webhooks

Query related to API Key based authentication

Hi @dp_devaprakash The recommendation would be to base-encode the API key and pass it as an “Authorization” header.For example,Authorization: S3ZBc0NwdVNQVGhoazJWOlg=Cheers!

Michal PCApprentice

asked in Analytics, Reports & Dashboards

I can't see any editable dashboard

Yes - that’s what I’m looking for - But I don’t know how to create that dashboard - looks like I don’t have access? But I’m admin / owner of the account :/ Hi @Michal PC The link shared by @vinothkumar.manoharan should help you create a custom report in the Analytics section. I’m afraid we wouldn’t be able to do this in the Dashboard (default or custom). Cheers!

NilpanApprentice

asked in Automations and Workflows

Automated reply not threading for customer

Hello @Nilpan Welcome to the Freshworks community! Freshdesk has multiple identifiers/checks to append a reply to an existing ticket. It is typically recommended to have the ticket ID as part of the subject in this format: [#{{ticket.id}}](for ex., [#12345]. Can you please confirm if the email template (in automation) includes the ticket ID reference in this format? Cheers!

mcastelApprentice

asked in Analytics, Reports & Dashboards

Limited export csv file with Sprout License?

Hello @mcastel Were you able to get this sorted? If not, can you please share a screenshot of the page so we can troubleshoot this further?Cheers!

SCARLETTBOLTONApprentice

asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

@Ivan_CRO With the add image option (using the URL), you’ll be able to resize the image by dragging the mouse pointer. Unfortunately, we don’t have a way to insert the image (upload from local) but the resize option should just work fine. I’m sending you a DM to gather some details so we can have our team troubleshoot the issue and help you with a fix. Cheers!

RudiApprentice

asked in Analytics, Reports & Dashboards

Unable to export or create reports on serched tickets

Hi @Rudi As @vinayakjjw mentioned, you’ll be able to filter for tickets using any default or custom dropdown fields in the ticket list page. However, it is not possible to export the ticket data from the search results page. You can post the suggestion on our ideas forum so our product team can add this to the roadmap based on the popularity of the request.

Csaba9923Apprentice

asked in How do I....?

How to add image to e-mail signature

@marryhussaim Can you please ensure the image is publicly hosted and try this again? If it doesn’t work, can you please share the image link here (if it’s okay!) so I can check?Cheers!

Csaba9923Apprentice

asked in How do I....?

How to add image to e-mail signature

@bdub516 Welcome to the Freshworks Community! It is unfortunate that the image doesn’t show up as expected. Can you please ensure the image is publicly hosted and try this again? If it doesn’t work, can you please share the image link here (if it’s okay!) or drop an email to support@freshdesk.com so our team can help you with this?Cheers!

stevemcTop Contributor

posted in How do I....?

How to more easily create dropdown with many items (e.g. country)

Hello @stevemc! Thanks for sharing the workaround to add multiple choices to dropdown fields in Contact/Company modules. I also wanted to share a different approach that involves executing a script in the browser console. Steps to add dropdown choices using the console:Step 1: Format the dropdown choices using Google Sheets/ExcelAdd the choices to a column in the Google sheet. Add the formula (=CONCATENATE(CHAR(34),A1,CHAR(34),",") to get the choices in the desired format. The CONCATENATE function adds double quotes CHAR (34) on either side of the cell value and a comma at the end. Step 2: Add the formatted choices to this script. Choices = [ //Add choices here] for(i=0;i<Choices.length-1;i++) { jQuery("#addchoice").click();}jQuery(".dropchoice input").each(function(i){ jQuery(this).val(Choices[i]);})Step 3: Go to Admin > Customer Fields and click open the dropdown field. Open the browser console and execute the script. Sample script: Choices

Amit.sApprentice

asked in Knowledge Base

Creating an advanced article on the Knowledge base

Hi @Amit.s, unfortunately it is not possible to add elements to the articles using the article builder. You can insert snippets of code but they cannot be executed on the page unless you add them using the page layout option. You can also post this idea to our Ideas forum to gather feedback and interest from other community members. Cheers!

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

Hello @JDCQ, Were you able to try the CSS Snippet suggested by @Steve1? It allows the user to adjust the size manually. In case you’re looking for a way to expand the description field automatically, you can try the following code: .fr-element.fr-view { height:300px;}.fr-wrapper {min-height:300px;} You can add this code to the Admin > Portals > Customize > Edit theme > Stylesheet > CSS section. This is how the description field would look like with the code added to the CSS section: You can adjust the px values if you would like to expand it a bit more. Cheers!

tlammApprentice

asked in Ticketing & Agent Productivity

Ticket Field Management for Agents

Hi @tlamm If you’re on the PRO plan or above, you can set up multiple forms in Freshdesk and define fields that should be part of the individual forms. Here’s an article that you can follow to set up different forms in Freshdesk.

bennosgiosisApprentice

asked in Automations and Workflows

Resolve tickets from scenario

@bennosgiosis Since the scenario automation updates are made by the system, it wouldn’t account for the values selected by the agent on the ticket. As you’ve mentioned, the type value would be considered only if the agent hits on the ‘update’ button.Though we cannot change this behavior, I would recommend adding the ‘Set type as’ as one of the actions in the scenario automation so it gets updated as soon as the agent executes the scenario. You might want to create multiple scenario automation to account for the different type values on the ticket.

Amit.sApprentice

asked in Knowledge Base

Creating an advanced article on the Knowledge base

@Amit.s You can customize the article view page from the Admin > Portals > Customize > Edit layout > Pages > Article view section. You can define the dropdown behavior here and it would show up on the articles.

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