Visit Freshworks.com Visit Freshworks

Replies posted by astout

3 Replies

G
Apprentice
garmstrongApprentice
posted in Portal/Knowledge Base

is this FreshDesk feature available in FreshService?

This doesn't appear to be working for us.  When I forward an email to FreshService, I am listed as the requester rather than the original sender.  I have verified that the email address on my agent account matches my outgoing email address.  

7
H
Community Debut
8 years ago
G
Apprentice
garmstrongApprentice
posted in Portal/Knowledge Base

is this FreshDesk feature available in FreshService?

Thanks for the suggestion!It turns out that this is actually the issue.  We use Microsoft Outlook and it does not include the email address in the header of the forwarded message.  It replaces all known contacts with just their display name.  I tested this by manually adding the email address in the "From:" portion of the header. FreshService then assigned the correct requester.  Unfortunately there doesn't appear to be a workaround for Microsoft Outlook to get it to include the email addresses in these headers.

7
H
Community Debut
8 years ago
M
Apprentice
matthieu.giorginiApprentice
posted in API and Webhooks

PowerBI

The third party Power BI solution that FreshDesk is promoting is from a third party.  I suggest that if FreshDesk would improve their API, the third party would not be necessary and direct Power BI integration would be possible.  ZenDesk already has direct Power BI integration and they have published an App in the Power BI marketplace.  It would be a wise decision for FreshDesk to do the same.

15
alex9910
Community Debut
1 month ago

Badge winners

Show all badges
Terms of UseCookie settings