Replies posted by Juliana Rozario
Hello @meredith, Welcome to Freshworks Community:) I hope you are doing well. Regarding your concern, I understand that you are having issues when trying to change the type of the note on the Ticket Details Page.Could you please help me with a few relevant sample Ticket screenshots where this issue is happening? Also, is this happening for all the tickets, or only do you find any pattern? If yes, it would be helpful if you could share a few examples to have this further checked.Secondly, you have mentioned that when an external agent who is looped on the email replies to the ticket, the email response gets added as a public note. I want to let you know that if the agent responds to the ticket from their mailbox, the answer will be added as a Public note. This is the expected behavior of the product. If that's not the case, please elaborate more on this with relevant samples so that I can have this checked accordingly. We are looking forward to hearing from you:)
Hello @JulianeB, Good day!I understand that you wanted to sort the tickets displayed on the Ticket List View page based on their Resolution Time (Due Time). This filter will show all the overdue tickets, and then you can choose the order to be either ascending or descending If no tickets are displayed, there are no tickets available on your helpdesk which has been Overdue.To have this cross-verified, you can apply the below filter and check whether there are any Overdue tickets on your Helpdesk Account. Here is a sample screenshot where you can have this checked: Also, most importantly, please make sure that you have given the suitable filters on the Ticket View Page.I request you to have this checked, and if there are any data mismatches, do reach out to us. I'd be more than happy to assist you further.
Hello @MilkaCQA and @David biga, Welcome to Freshworks Community:) I understand that you wanted to hide a few custom contact fields on the Contact Details Page. We have a marketplace application where we can hide default and custom fields to enhance the user experience. With the help of the application, you would be able to achieve the following:- Ability to display the Contact fields/attributes- Allows the user to configure the fields to be displayed by hiding unwanted fields- Better user experience, which improves productivity But I’m afraid you can’t restrict this only to particular Agents. Once installed, this will apply to the entire helpdesk. You can install the application from here - https://www.freshworks.com/apps/freshdesk/customize_contact_fields/. Feel free to drop in a note for any clarification:)
Hello @anithabanothu,Good day!!To enhance the performance of your helpdesk, Freshdesk will archive closed, inactive tickets. Depending on your ticket traffic, any 'closed' ticket that has been inactive for 120 days will be archived. You can read about ticket archiving here: https://support.freshdesk.com/en/support/solutions/articles/212901-ticket-archiving I’m afraid that we wouldn’t be able to archive the tickets by using API. However, you will be able to View the Archive tickets, delete the Archive Tickets, and view all the conversations on the Archive ticket.Here is documentation that might help:https://developers.freshdesk.com/api/#archive_tickets Feel free to drop in a note here for any further questions:)
Hello @Jesus.alanya,I understand that you are unable to send out emails from your Freshdesk account and also facing issues in verifying your support email address. Upon checking your account details, we have now successfully unblocked the outgoing emails from our end. I’ve added an article here to verify your support email address. You can follow the steps mentioned here in verifying your support address. In case you have any queries let us know we would be happy to help. https://support.freshdesk.com/en/support/solutions/articles/226220-how-to-activate-a-support-e-mail-address-Cheers!!
Hello @bladesedge,Good day!!I understand that you want to execute an automation rule only when there is an exact match for the keywords that you have mentioned.Freshdesk has few filters available in terms of how the match should happen. So for your requirement, we suggest you use the "Has any of these" filter instead of "Contains."Contains - would pick up if the keyword is available anywhere in the phrase. Has any of these words - would pick up only if there is an exact match Adding a screenshot here for better context: Before enabling it, you can create a test rule and check whether it’s working as expected. Here is a sample test rule for your reference: Feel free to drop in a note here if you have any doubt. We’d be more than happy to help you out😀
Hello @JohnEXO ,I understand your concern here, but unfortunately, we don’t have this feature as of now because when you use the Send and set as Option, you will have the ability to make use of the other Ticket statuses like the ones listed below: But not to worry I will be cascading your feedback to the Ideas section of our community so that our product team gets some visibility on your thoughts.Feel free to drop in a note if you have a doubt😀
Hi @RichardConvery,I understand that a few of your replies don't seem to appear on the Ticket. If you are still facing this issue, please feel free to DM your Account URL in the format of (yourcompany.freshdesk.com) and a full-page screenshot of the Ticket to have this further checked. I would be happy to help:)
Hi @foxcubmama,Thanks for your feedback. Glad you love our Team Dashboard feature:)I understand that you wanted to have a Dashboard that displays the Ticket count based on the Ticket statuses. We have a feature on the Default Dashboard called Ticket Summary Metrics, which tells you how many tickets are currently being handled in your helpdesk. You can see the number of tickets in the following statuses - Unresolved, Overdue, Due Today, Open, On hold, and Unassigned, right at the top of the Dashboard for easy reference.But I'm afraid that we wouldn't be able to have the same functionality in the Team Dashboard. I'm adding a few articles here that might help you for better context. Default Dashboard: https://support.freshdesk.com/en/support/solutions/articles/37556-checking-recent-helpdesk-activity Team Dashboard: https://support.freshdesk.com/en/support/solutions/articles/234371-team-dashboards-setup-and-functionality
Hi @gkperikles For the emails getting marked as SPAM, we request you to kindly configure DKIM for the email domains that use our Freshdesk Server.You can follow the steps mentioned here in setting up DKIM. In case you have any queries, we would be happy to help.Email Delivery in Freshdesk: https://support.freshdesk.com/en/support/solutions/folders/273389 And for the emails that didn't reach them, please feel free to DM your Freshdesk account URL, which would be in the format yourcompanyname.freshdesk.com , the recipient's email address, and the timestamp. We would be able to check the email delivery logs from our end.
Hi @Aishwary, I understand that most of the outgoing emails from Freshdesk are getting marked as SPAM at the recipient's end. To avoid such cases, we request you to kindly configure DKIM for the email domains that use Freshdesk Server. I'm adding a few articles here that might help you for better context. Email Delivery in Freshdesk: https://support.freshdesk.com/en/support/solutions/folders/273389 You can follow the steps mentioned here in setting up DKIM. In case you have any queries, we would be happy to help:)
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