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Replies posted by ggirdwood

12 Replies

S
Contributor
support_12792Contributor
posted in Archives - Freshdesk

Note Added Observer Rule

Hmm -  I can't see a way for the observer rules to fit in here - do the agents not get notified when a private note is added to a ticket?

6
M
Community Debut
4 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

As far as I'm aware there isn't a way to pull out the 'customer responded' flag to a ticket view.We have a lot of different ticket statuses and processes which set them to the relevant status so we can pull out that information.So let's say we have a ticket at open and an engineer responds by email to the customer and the ticket is awaiting their response; Ticket Logged - Status: Open Engineer assigns himself to the ticket and begins composing a written response - Status: Await Support Engineer sends written response to customer - Status: Await Customer Customer responds to written response - Status: Update Required Another example could be that we attempt to call the customer but can't reach them; Ticket logged: Status: Open Engineer assigns himself to the ticket and calls customer - Status: Await Support Customer unavailable, voicemail left, email sent to customer advising of attempted contact - Status: First Contact Required Customer responds to email and asks for a schedule call

11
C
Contributor
6 years ago
S
Apprentice
sneha.bhattacharya227Apprentice
posted in Archives - Freshdesk

How will the admin get an alert when a ticket has been generated

You could also create a dispatch'r rule to do this and other tasks on a ticket once created.

2
G
Contributor
9 years ago
M
Apprentice
mchristiansonApprentice
posted in Archives - Freshdesk

Cant save PDF report from Chrome

I've had this issue for > 12 months, ended up using Firefox for reports

2
sukanya.arunachalam
Top Contributor
9 years ago
M
Apprentice
mfagalaApprentice
posted in Archives - Freshdesk

FreshDesk on OSX 10.10.2 Issues in Safari

I don't have this issue running 10.10.2 - have you tried clearing browsing data/resetting safari?

2
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

I have a job set up so when a ticket is replied to by an agent the status changes.  Tickets that haven't been responded to are at Open, so all you need to do is look at your open ticket view.:)

11
C
Contributor
6 years ago
G
Contributor
ggirdwoodContributor
posted in Archives - Freshdesk

Customer Satisfaction - take this with a pinch of salt!!!

Hi Paul,I've been having lengthy discussions with FD over the last few months and this will be addressed allegedly in the coming weeks, they are worried that changing the way it works would result in fewer responses from requesters... which I am bemused at, the current responses aren't a true reflection as you can't say if a requester has chosen the rating themselves.Cheers,Grant

5
aravind.sundararajan
Skilled Expert
5 years ago
M
Contributor
marc_11439Contributor
posted in Archives - Freshdesk

Customers can not use the iOS app

Hey MarcThis may be useful for you - the mobihelp option can be built in to your own iOS app? http://freshdesk.com/free-support-tools/help-desk-plugin-mobile-apps#cheers,Grant

2
G
Contributor
9 years ago
L
Apprentice
lionelApprentice
posted in Archives - Freshdesk

imported tickets generate new tickets on reply

Hey Lionel,You'll need to ensure the subject matches up with the way that tickets are tracked in FD.So - in Freshdesk they track tickets in the subject with the call ID e.g. [#123456] if this is not in the subject the emails will create a new ticket.Not sure how you can get around it but I thought I'd explain why.cheers,grant

1
G
Contributor
9 years ago
R
Apprentice
rahul.sapreApprentice
posted in Archives - Freshdesk

Iphone App not accessible to customers

Hey Rahul,I don't believe this is how the app as been designed, the App is for agents, not customers.Cheers,Grant

1
G
Contributor
10 years ago
P
Apprentice
patApprentice
posted in Archives - Freshdesk

Ticket Property: Type not filled out in ticket page

I noticed the type not being allocated automatically since the recent update - which personally I prefer as it always defaults to question and not every call is a question so it prompts my team to categorise the call type correctly as opposed to running a report and finding out that 90% of calls were allegedly questions!!There have been a few glitches since the recent update one of them being in ticket view it only shows the land line number of a contact where as before it used to show the main line and a mobile number - I've been provided with a freshplug but was advised it was removed for design purposes which is just madness!! Agents need to see as much information on a single screen as possible.

6
annapoorna.venketaraman
Community Manager
10 years ago
M
Apprentice
mpryorApprentice
posted in Archives - Freshdesk

Email response creating new ticket

Hi Mark,Do you use Microsoft Exchange?  If so, what we do is have a support mailbox which our customer mails to (so we can keep an archive of all inbound emails from customers - just in case) - we then use hub transport rules that; Delivers mail to the support inbox Adds a BCC to the freshdesk email address Includes exclusions from subscription emails, internal emails and others Works a treat and is worthwhile exploring :)Cheers,Grant

2
aravind.sundararajan
Skilled Expert
6 years ago

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