Replies posted by allard
Hi,Another Dutch client here and we have exactly the same problem. We've been using Freshchat for a few weeks now and we have missed a lot of chats. This is causing a lot of frustration among our clients. There have been quite a few cases already where we didn't see the chat for days. In the mean time they already created a ticket of course. And the ticket was resolved already before another agent saw the chat. This is creating extra work for us (multiple agents attending to the same issue of the same client).We're hoping to see some improvement really soon. Otherwise we'll have to stop offering chat or find another chat tool.Our clients use chats to get direct answers and they create tickets when they need a less urgent response.We also don't have chat enabled all the time. Because of this we are missing a lot of messages when no one is available. We were promised that IntelliAssign would solve some problems, but it hasn't. When an agent is offline, the chat is located under 'New', wh
We have the same issue. I created a dispatcher rule to intercept them and automatically mark them as spam, but it's still increasing our ticket number and they show up in the "Recent activities" in the dashboard. It's difficult to find our own agent activities inbetween all the Russian spam...
We could get legitimate emails from Russia, so I created a dispatcher rule that's a little different.All spam emails were directed at a *@*.freshdesk.com email address, while we never use this (on purpose, only in the past because a FD bug), because we have a custom email address with our own domain.So my dispatcher rule applies to emails that are addressed to the *@*.freshdesk.com email address and contain both of these word combinations: "в течение" and "что доступ", because I noticed that this occurred in all these emails.The chance that the properties of a legitimate email would apply to all these three rules is pretty much zero.
Hi Antony,Freshdesk only offers multilingual options based on the browser language, but in our case the language a user sees needs to be the same as their language settings in our product. Many users of our English product use Dutch browsers and vice versa. So unfortunately updating our portal to suit what Freshdesk is offering right now, does not suit the needs of our company. Most visitors are not logged in to our support portal, so adding language settings that way won't have an effect until they log in. (Most of them can't even log in, because of activation issues, but that's a different problem)Luckily we are already hosting our knowledge base somewhere else for a few years now, so they at least get the right instructions for their product. Our clients currently only use the portal to view their tickets and to use the community, but users of our English products will have to learn Dutch before they can use it.There is literally a setting that sets a language per portal. A few mont
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