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Replies posted by vishal.balasubramanian

17 Replies

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Apprentice
maddyasherApprentice
posted in Archives - Freshdesk

Getting into my Polonier.com account

Hello Maddy, Your Poloniex credentials would be different from that of the credentials that you have registered on Freshdesk. To log into Poloniex account, you may trigger a password reset on this link https://www.poloniex.com/resetPassword. Hope this helps. Regards,Vishal

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7 years ago
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atorresContributor
posted in Archives - Freshdesk

Lackluster Support

Hello Alex, We appreciate you taking the time to share your feedback and we truly apologise for the unpleasant experience that you had with Freshdesk Support. We are looking into all of our backlog forum posts now and we are trying our best to address all of the concerns at the earliest. That being said, we also request you to reply to this thread if you have any pending concerns that needs to be addressed on priority and we'd be more than happy to help you out. Regards,Vishal Check your ticket status - https://support.freshdesk.com/support/tickets/1122465

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Community Debut
7 years ago
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j.atterburyApprentice
posted in Archives - Freshdesk

Tickets not refreshing

Hello Jason, We apologise for the delayed response. We are looking into all of our backlog forum posts now and we are trying our best to address all of the concerns at the earliest. That being said, we request you to check if you are still facing this issue at your end. If yes, please write back to us on support@freshdesk.com and we'd be more than happy to help you out. Regards, Vishal Check your ticket status - https://support.freshdesk.com/support/tickets/1122573

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7 years ago
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kim.dobranskiApprentice
posted in Archives - Freshdesk

Activation Emails Not Going Out

Hello Kim, We hope your issue was resolved on the ticket https://support.freshdesk.com/helpdesk/tickets/1068848. Please feel free to reach out to us anytime should you need any further assistance on this, we'd be glad to help you out. Regards,Vishal

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6 years ago
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beckiApprentice
posted in Archives - Freshdesk

unable to reset password

Hello there, As such, only if the account is verified, one would be able to login to the platform. Account would be automatically verified if you activate your account with the activation email that you'd receive once your email address is configured as an user. Post that, you could use the "Forgot password" option to trigger a password reset email. Please feel free to reach out to Support (support@freshdesk.com) if you face any difficulty in setting up your account or in resetting the password, we'd be more than happy to help you out. Regards,Vishal

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7 years ago
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javaoneiutApprentice
posted in Archives - Freshdesk

Change email in QueryString using INIT

Hello there, Our sincere apologies for the delay in getting back to you on this. We are in the process of looking into all of our backlog forum posts now and we are trying our best to address all of the concerns at the earliest. That being said, if you could write to support (support@freshdesk.com) with the details of the site where the plugin is hosted, we could have the same checked at our end and proceed with analysing this issue further. Regards,Vishal

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aravind.sundararajan
Skilled Expert
6 years ago
B
Apprentice
bigferumdronApprentice
posted in Archives - Freshdesk

What is the best way to use own images in theme customisation?

Hello there, Thank you for reaching out to us. Could you help us with the details about the theme that you are using so that we could have the theme checked and assist you better. You may send the details to support@freshdesk.com referring this forum :) Regards,Vishal

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aravind.sundararajan
Skilled Expert
6 years ago
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Contributor
houston_vargasContributor
posted in Archives - Freshdesk

Ability to receive email notification for other agent responses

Hello Houston, Thanks for explaining your concern in detail. You could make use of the "Watcher" functionality as shown in the below screenshot to follow the progress of a ticket, even if it is assigned to another agent in your team. You can monitor tickets by clicking on the “Star” icon within that ticket. Once you do, you'll receive email notifications of all the updates in the ticket. This ticket will also be added to your watched tickets list. You can view all your monitored tickets by selecting the "Tickets I am Watching" view.   Regards,Vishal

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6 years ago
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julien.paillardContributor
posted in Archives - Freshdesk

Ticket merging - Anything fit for purpose planned on the Freskdesk roadmap?

Hello Julien, Thanks for explaining your concern in detail.  We had your recent tickets checked and we could see that your request has been handled in the ticket https://support.freshdesk.com/helpdesk/tickets/1154664. We are having this checked with the Product Management team over here and we'd get back to you with an update on this once we hear a word from them regarding the feasibility of your request. Regards,Vishal

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6 years ago
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keith_11877Contributor
posted in Archives - Freshdesk

SLA timers are wrong

Hello Keith, We can completely understand your concern here. As such, the SLA policies are defined in a way to consider the "Created Time" of the ticket as the primary parameter. Hence, if the priority is changed or if the group is reassigned, the SLA would be re-calculated from the created time of the ticket. Regards,Vishal

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6 years ago
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mike_zihalApprentice
posted in Archives - Freshdesk

Renaming Requester

Hello Kevin, You could change this under Admin>> Ticket fields. You may search for the "Search a Requester" field and change the Customer label to either "Email" or "Requester Email" as per your requirement :) Regards,Vishal

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6 years ago
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srinivas.kApprentice
posted in Archives - Freshdesk

How do i get the custom fields of ticket?

Hello Srinivas, Thank you so much for the detailed note.  Regarding the custom fields, currently, the ticket events would not contain the custom fields. Hence you'd need to make a View a ticket API call to get the full details of the ticket (including the custom field). Then a second "Update a contact" API call has to be made to update the custom fields of the contact. https://developers.freshdesk.com/api/#update_contact https://developers.freshdesk.com/api/#view_a_ticket The above two are links to the Freshdesk API. If the uploaded package content type is not a valid application/zip then it will throw the error - "Upload a valid Package (.zip) File". Could you try to upload the package from a different OS and let us know if it works? Regards,Vishal

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aravind.sundararajan
Skilled Expert
6 years ago
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Apprentice
jjavcaApprentice
posted in Archives - Freshdesk

Language Support

Thank you so much for taking the time to reach out to us. We'd have the concerned team over here notified about this so that we could provide you access to our Translation Management System, where you could help us out with the translations.

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6 years ago
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kramadnaApprentice
posted in Archives - Freshdesk

Poloniex Support Tickets not being addressed - Withdrawals Awaiting Approval

Hello there, Thanks for reaching out to Freshdesk Support. Going by your concern, we believe that the emails from the customers are not getting delivered to your Freshdesk account. If that's the case, could you please check if you have received the customer's response on your support mailbox? If you've received the emails on your support mailbox, we request you to send an email to support@freshdesk.com with the email headers so that we could look into the logs from our end. Regards,Vishal

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6 years ago
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keith_11877Contributor
posted in Archives - Freshdesk

How can Freshdesk tickets thread replies correctly w no Ticket # in Subject?

Hello Keith, For every incoming email, Freshdesk checks three email markers to understand whether the email is a reply to an already existing ticket. If the email is identified as a reply, Freshdesk performs additional requester email checks to make sure it's not a spam. Apart from the requester checks, we have email markers check, where if a reply is sent to an email, the Message-ID of the original email will be available in the "References" section of the email, using which a reply gets threaded to the original email.  Apart from a unique identifier set by the email provider, Freshdesk also has a unique identifier for every email notification sent. This is done using a hidden div tag in the email. As long as the tag remains intact, the email will be threaded properly. For example, if the customer uses the plaintext mode to reply, the ticket identifier will not work.  You may also use this article for further reference. Why is a customer's reply to a ticket creating a ne

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6 years ago
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kramadnaApprentice
posted in Archives - Freshdesk

Poloniex Support Tickets not being addressed - Withdrawals Awaiting Approval

Thanks for your reply, Donald. Since your concern is related to your Poloniex account, you'd need to get in touch with Poloniex Support. Unfortunately, we cannot be of much help here, sorry about that. Regards,Vishal

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6 years ago
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lisandroContributor
posted in Archives - Freshdesk

bug: priority color displaying incorrectly in mobile app v3.8.1 for Android

Hello Lisandro, We had this checked on the latest version of the app and it seems to be working fine for us. Could you please share your device details to support@freshdesk.com and add help us with an occasional agent access(vishal.b@freshdesk.com) to your account so that we could reproduce this at our end? Regards,Vishal

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6 years ago

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