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Replies posted by keith_11877

9 Replies

K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

New Agent notifications feature needs work

OK, not as bad as I first thought. Looking closely at the timestamps, it is notifying on the customer reply, but the tickets had agent replies immediately after that. The Alert will 'fade' once you click it to view the note, but it should also do so (or otherwise indicate it's been attended) on an agent reply or note. 

1
K
Contributor
6 years ago
A
Apprentice
andy_11951Apprentice
posted in Archives - Freshdesk

Newbie - Export does not export all tickets..?

Yes, that's why I tickled the thread with this. The export should simply take whatever filters applied to the ticket view and export them. Seems that a lot of feature design is left to the "freshies"..(and I still can't get any export so opened a support ticket...)

20
suprabha.somanathan
Community Debut
3 years ago
A
Apprentice
andy_11951Apprentice
posted in Archives - Freshdesk

Newbie - Export does not export all tickets..?

Is it just me or did Ticket Export just die completely? I'm getting no results from any request now (but did one about :15 ago...)

20
suprabha.somanathan
Community Debut
3 years ago
S
Contributor
shankar.ganeshContributor

Android App Version 3.3 Release Notes

Thanks Shankar - Nexus 5X w Android 6 (Marshmallow). I'll try a couple of other android devices and see if maybe it's device specific. I'll also remove and re-install the app in case something got corrupted.  

374
Rahul Mondal
Community Debut
1 year ago
S
Contributor
shankar.ganeshContributor

Android App Version 3.3 Release Notes

I noticed one thing I had trouble with and not sure if it's a feature or a bug. When viewing a contact I can see the phone numbers, but I can't dial them or even copy them to dial manually. Kinda pointless on a phone... 

374
Rahul Mondal
Community Debut
1 year ago
J
Apprentice
johanApprentice
posted in Archives - Freshdesk

How are 'First Contact Resolution' and 'Average First Response Time' defined?

I don't know...I can't make any sense of what I'm seeing in the reports and what I see in the actual ticket activity. It looks to me like FD is looking for some status change or something. Same with SLA timers - so far I can't reliably use them because I can't tell what causes a timer reset.  

9
aravind.sundararajan
Skilled Expert
7 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Can't modify "Notify Agents" email template (when private comments added)

I'd like to recommend that basically all emails/notifications be combined into Oberserv'r, Dispatch'r, Supervis'r (ODS) sets (it appears this user-modifiable functionality was developed after initial development of email notifications and not everything was migrated). This would be the most straightforward approach. Basically take all of the Email Notifications and turn them into default ODS rules which can then be edited and/or de/activated. 

3
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Our site is throwing HTTP 500 errors

Ours now seems resolved. FreshDesk reported they had a DB issue. 

3
K
Contributor
9 years ago
E
Contributor
ehymesContributor
posted in Archives - Freshdesk

Category/forums Help

On many screens in FreshDesk, the Delete button/action only appears in Edit mode. If you click on the Category name, you'll see a "pencil" icon on the left-side of the screen. Click that to enter edit mode, then you'll see a Delete button in lower-left. Hope this helps,-Keith

2
E
Contributor
9 years ago

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