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Replies posted by vikramb

8 Replies

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Contributor
girishContributor

Freshdesk - What's new in Freshdesk?

Update - 1 March 2013Dispatch'r trigger conditions based on when ticket is Created: Admins can create Dispatch'r rules to automate processes when a new ticket is created during Business Hours, Holidays or Non-Business Hours.Bulk Merge Tickets: Merge all selected tickets in one click from the Tickets List View (Tickets Tab).View of Twitter: Link to view @mentions captured as tickets directly on TwitterNew Product Description field (in multi-product setup): When creating multiple products, admins can add additional information about each product.Product Description and Requestor Phone Number placeholders: Agents can use new placeholders to add additional context/ content dynamically in canned responses, notifications, automations etc.

15931
annapoorna.venketaraman
Community Manager
9 years ago
F
Contributor
freshdeskContributor
posted in Archives - Freshdesk

My company's default portal design has been automatially changed and looks horrible - how can I get back to our previous design?

Hi Guys,We sent out a notification last week announcing the new theme, but I understand emails are easy to miss. Here are a few good things about the new theme (and why we went with that):a. The new theme is designed for more flexibility and user friendliness. For example, you might find a neat overview of your latest solution categories and folders right from the home page.b. This theme is also more SEO friendly. An overview of solutions appears right on the home page, adding to the content juice. c. We tried to make the theme more bare-bones so it would be easy for you to customize your own themes without rewriting the whole layout again.Advanced customization options for your portalThat said, I understand that design is pretty subjective - what looks like a visual poetry to one person might look like a total mess to the other. If you are on the Estate Plan, you might find this Guide to customizing your own FreshThemes useful.Like Stefan pointed out, you can customize

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V
Contributor
11 years ago
F
Contributor
freshdeskContributor
posted in Archives - Freshdesk

My company's default portal design has been automatially changed and looks horrible - how can I get back to our previous design?

Guys,If you are still revving for the previous theme in your Freshdesk Customer Portal here's some good news for you. We've designed a FreshTheme (called Vintage) that looks like the old portal, feels like the old portal, but has all the layout and SEO goodies that we now have. If you are on the Estate Plan, you can go ahead and use this theme to completely modify your portal - pages, styles, design et al, just like before. Download the Vintage FreshThemes zip file (attached), and follow the instructions here to get the old style back.If you are on the Garden Plan, you will not be able to modify the layout of your customer portal which means you will not be able to change "What comes where", but you can still change the styles and define "What it should look like" with the stylesheet file attached. Here's what you should do to get the new theme up and running:Open up Admin >> Helpdesk Rebranding; click on "Customize Portal"1. If you are on the Garden Plan, dow

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V
Contributor
11 years ago
V
Contributor
vikrambContributor
posted in FreshThemes Gallery

Freshdesk Vintage

Hi Michael,Thanks for pointing out this issue. It's now been fixed and updated - please try the theme in the zip file (or view the live demo at http://freshthemesvintage.freshdesk.com/), and let me know if everything works for you ok.

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V
Contributor
11 years ago
M
Apprentice
macokid2001Apprentice
posted in Archives - Freshdesk

How Do I Remove The Fourm On The Helpdesk?

Hi Marc,If you want to remove the Forums alltogether, you can delete all the categories and Forums under the Forum Tab in your Freshdesk account. The "Forums" option will be visible in your customer-side portal only if any Forum categories or topics exist.Note: This will work if you are using the default theme under Helpdesk Rebranding. If you are using a custom theme for your support portal, just make sure to remove the Forum specific placeholders from your portal.

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aravind.sundararajan
Skilled Expert
6 years ago
R
Contributor
rodrigo.pereiraContributor
posted in Archives - Freshdesk

Most recent solutions on customer home page

Hi Rodrigo,That's a pretty awesome idea actually. I think it would be great to show users, say, the 5 most recent solution articles you published. You can use the Theme customizations (from Admin>Helpdesk Rebranding>Customize Portal) to show "N" articles in a specific folder. For example, here is a sample gist of the sidebar displaying 5 other posts from the same folder as an article, on the default theme. The problem is the available placeholders only let you access Articles from within a specific Folder (you can't access portal.article - you need to specify it as folder.article). I was wondering the best way to answer your question though - how do you showcase the most recent "N" articles on any page of your portal (irrespective of the folder)?Last month, when we announced the Facebook In-sync app, we opened a few additional placeholders in Freshthemes. So here's the gold:The placeholder you need is now exposed, and it's called recent_articles.You can use this placeholder from

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R
Contributor
10 years ago
R
Contributor
rinchContributor
posted in Archives - Freshdesk

Multiple Email Accounts

Hi Marko,Let me try and understand your question a bit. Currently, when a ticket is assigned to a group, you can have the whole group get notified about the new ticket. But once it is assigned to a specific agent, all further conversations/ notifications will only go to the agent - not the entire group. So when Alex (a customer) sends a support query that gets assigned to IT, Bob, Michael and everyone else in the IT group will get notified. Once the ticket is assigned to Bob, though, Michael and others will no longer get notifications for every ticket reply.This is the default behavior in Freshdesk, so if your groups are getting notifications for all subsequent replies, let us know.Regarding having a separate reply-to address for each agent - currently this is not possible. But the replies are threaded and only the assigned (working) agent will be notified. Also you can personalize the "From Name" in your email replies from the email configurations option.

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M
Community Debut
10 years ago
R
Contributor
rinchContributor
posted in Archives - Freshdesk

Multiple Email Accounts

Ah, now I get it! You get notified everytime someone replies to a ticket because you also have your support email ID also doubling up as the group alias (IT@company.com). The simplest solution to this would be to disable the "group alias" in your email server - since emails coming into IT@company.com get assigned to the group, all 3 agents will be notified on any emails coming ehre anyway. And once one of your agents picks the ticket up, the group doesn't have to get notified anymore.IMO, you should try temporarily disabling the group alias and see if that solves the problem. Also on a side note, just wanted to let you know about Email Piping in Freshdesk. If your agents receive a support email from a customer to their email (mike@... instead of IT@...), they can just forward a copy into your support address and Freshdesk will automatically create a ticket with the customer as the original requestor, and assign it to the right agent (mike, in this case).

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M
Community Debut
10 years ago

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