Visit Freshworks.com Visit Freshworks

Replies posted by sudha.padmanabhan

31 Replies

V
Contributor
vika3dContributor
posted in Archives - Freshdesk

How to delete tags and how to add several tags?

Hello everyone, Thanks for writing to Freshdesk enquiring about Tag management. This has been rolled out for our customers and here is a quick article walking through how you can use it. https://support.freshdesk.com/support/solutions/articles/196897-what-are-tags-how-can-i-add-merge-tags- Hope that helps. Sudha

25
S
Contributor
7 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

Insert link bug?

Hello Dennis, Can you please tell us what browser you are using? Is this issue still blocking you? Thanks, Sudha

3
aravind.sundararajan
Skilled Expert
6 years ago
E
Contributor
escallinContributor
posted in Archives - Freshdesk

Forward to kbase not working

Hello Matt, I've recently tested this feature out and I'm able to see that its working fine now. Can you please confirm things are working in your account as well? Thanks, Sudha

9
S
Contributor
7 years ago
T
Apprentice
tpittardApprentice
posted in Archives - Freshdesk

Dispatch'r rules not working

Hello there, I hope you were able to figure out why the Dispatch'r rules were not working. If not, I'd recommend you contact support@freshdesk.com to get immediate assistance. Thanks, Sudha

1
S
Contributor
7 years ago
M
Contributor
martin_14579Contributor
posted in Archives - Freshdesk

Reply Notification Problems

Hi Martin, I'm reaching out to see if you were able to resolve this problem. I'm unable to see the behaviour you are describing with a difference between Reply vs Reply All. Thanks, Sudha

6
B
Contributor
7 years ago
M
Apprentice
mike_zihalApprentice
posted in Archives - Freshdesk

Renaming Requester

Hello Mike, The label for ticket fields can be customized in the customer portal or in the feedback widget in your website, not for the agent portal.  Can you switch to the customer portal and check the ticket form there to see the field name changes? The way to switch to the customer portal would be to go to the Top right hand corner of the Freshdesk website and click on your username and then click on "Go to Customer Portal". Then try to create a new ticket to see the ticket fields as shown to your customers. Thanks, Sudha

4
K
Contributor
6 years ago
L
Contributor
lbarclayContributor
posted in Archives - Freshdesk

Filter View dropdown disappears

Hello there, Can you please give us some details of the browser(s) you are using as well as the Operating system (Windows or Mac)? Also, does refreshing the page seem to fix the issue or is the dropdown missing completely?  It would help us to understand the issue so we can reproduce it locally. Thanks, Sudha

11
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
andy_11951Apprentice
posted in Archives - Freshdesk

Newbie - Export does not export all tickets..?

Hello everyone, Thanks for giving your feedback about our product - we can certainly improve the experience for our Export workflow.  I've put this into our Product backlog, and will keep you all posted on when we can fix this. Thanks, Sudha

20
suprabha.somanathan
Community Debut
3 years ago
L
Contributor
lbarclayContributor
posted in Archives - Freshdesk

Filter View dropdown disappears

Thanks for the extra information, we are trying to reproduce it on our end to narrow it down. Hopefully, it re-appears in a quick refresh for you and doesn't hamper your productivity. Thanks, Sudha

11
aravind.sundararajan
Skilled Expert
6 years ago
L
Contributor
lbarclayContributor
posted in Archives - Freshdesk

Filter View dropdown disappears

Hello Todd, Our team was unable to reproduce this on Windows and Mac with the same Chrome browser version. They did suggest that some changes are being pushed out today, so hopefully you aren't running into this issue with the new changes. Sorry for the inconvenience! Sudha

11
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
chris.searleApprentice
posted in Archives - Freshdesk

Internal email replies to tickets are creating Public notes

Hey Chris, Here's the link to the Knowledge Base article about Responses to Email Notifications. To clarify the behavior of the system, when an agent forwards a ticket from the Freshdesk agent portal to anyone, it is recorded as a private note and when anyone included responds to that email, those responses are private. When an agent or non-agent, responds to an email from the requester or an email notification about an update to the ticket, those responses are made into public notes since the intent was to respond to the customer right away. Hope that helps. Sudha

11
C
Community Debut
4 years ago
M
Contributor
martin_14579Contributor
posted in Archives - Freshdesk

Reply Notification Problems

Hey Martin, Thanks for explaining the scenario very clearly.  We were able to reproduce this bug on our end, will keep you posted on the ETA for the fix. In the meantime, what seems to happen is if the agent replies to the ticket once, subsequent responses from both customers are flagged correctly in the Ticket List view page. Thanks, Sudha

6
B
Contributor
7 years ago
B
Apprentice
balaji.muthukrishnanApprentice

Freshdesk Release Notes - 4th Aug 2016

Hello Matthieu, Thanks for your comment about being able to choose the dashboard view based on custom roles. I will put this on our feature backlog for our next set of enhancements. Regards, Sudha

1714
J
Contributor
7 years ago
J
Apprentice
jprajakta12Apprentice
posted in Archives - Freshdesk

Duplicate ticket creation

Hello Dan Mckenna, Thanks for your insightful idea on auto-merging tickets within a time frame and the ability to turn that on or off. I have added this to our product backlog, but can't confirm a timeline for implementation. Nicholas - can you please raise a ticket with support@freshdesk.com describing your issue with identical tickets for the same email? Thanks, Sudha

12
S
Contributor
7 years ago
T
Apprentice
toriApprentice
posted in Archives - Freshdesk

Forum New Topic Notification?

Hello all, Happy to report that this has been implemented - you can automatically convert topics to tickets when you setup your forums. Here's a handy link to the knowledge base article - https://support.freshdesk.com/solution/articles/37606-creating-new-categories-forums-and-topics Thanks for your feedback! Sudha

4
S
Contributor
7 years ago
A
Contributor
ask.usContributor
posted in Archives - Freshdesk

every time customers reply a new ticket is created!!!

Hello all,Here's an article explaining how Freshdesk email threading works - https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-Can you please explain the specific problem you are running into, so I can understand and possibly help find a solution? If you need immediate assistance, please feel free to contact support@freshdesk.com. Thanks,Sudha

16
S
Contributor
7 years ago
G
Apprentice
gregor.boydApprentice
posted in Archives - Freshdesk

Formatting of support tickets

Hello Gregor, We were able to reproduce the issue on IE11. I'm having someone in my team followup, will keep you posted on when we can release the fix. I was wondering if you do have access to Microsoft Edge, because the scenario seems to work fine in Edge. Maybe that's a viable workaround. Thanks, Sudha

4
aravind.sundararajan
Skilled Expert
6 years ago
A
Contributor
ask.usContributor
posted in Archives - Freshdesk

every time customers reply a new ticket is created!!!

Hello Philhuy,I confirmed the behavior of the specific issues listed in the thread above.#1 - We don't currently use a subject line match for email threading to a ticket. The mechanisms for ticket matching are detailed in this article - https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-#2 - I've tested most of the email notifications sent by the Freshdesk system and replying to those definitely matches the appropriate ticket.#3 - I've tested this issue as well, when CC'ed people respond to emails and it seems that works as expected matching to the correct ticket as well.I'm closing this topic as Solved. Please feel free to open a new topic if you are still running into issues.Thanks,Sudha

16
S
Contributor
7 years ago
L
Contributor
luisContributor
posted in Archives - Freshdesk

SPAM on Forums

Hello J Thomas Kay, As mentioned in the previous reply by Anna, new accounts should have the SPAM filtering on forums with the option for moderation from the Blossom plan onwards. https://support.freshdesk.com/support/solutions/articles/195476-forum-moderation-and-advanced-spam-protection Thanks, Sudha

19
S
Contributor
7 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

Insert link in message?

Hello everyone, If you could tell us the browser version and OS that would help us try to reproduce this issue on our end. Thanks for posting a workaround Mats. Dennis, did that fix your issue? Thanks, Sudha 

12
sajesh.krishnadas
Contributor
7 years ago
B
Apprentice
balaji.muthukrishnanApprentice

Freshdesk Release Notes - 4th Aug 2016

Hello Ray, Thanks for reaching out to us. As mentioned in the Release notes, we are phasing the roll out to all our paying Estate customers. If you would like it enabled on your account immediately, please contact support@freshdesk.com. Thanks, Sudha

1714
J
Contributor
7 years ago
B
Apprentice
balaji.muthukrishnanApprentice

Freshdesk Release Notes - 4th Aug 2016

Hello Alessio, We are looking into providing these dashboards as an add-on feature for other plans, wondering if you can comment on which specific views you would find the most useful?  We will keep you posted on our plans for exposing this feature to other plans. Thanks for your support! Sudha

1714
J
Contributor
7 years ago
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

Hello everyone, We are in the process of fixing this bug and hope that the fix will be deployed next week. Please bear with us until that time and I will post back to the forum once the deployment is done. Specifically, the bug is that when an agent forwards an email and additional internal people are added to the thread, those responses are not being recorded as private notes. Regarding the email commands, we will look into it and let you know what we find out. Thanks, Sudha

18
sukanya.arunachalam
Top Contributor
7 years ago
V
Contributor
vinnie.burtonshawContributor
posted in Archives - Freshdesk

Customer Approval

Hello Vinnie, Reaching out to see if this solution is working well for you. Thanks, Sudha

7
V
Contributor
7 years ago
E
Apprentice
emilie.bcApprentice
posted in Archives - Freshdesk

Customers not receiving responses to their tickets

Hello everyone,  We have added a link to our System status page on our Support portal like many of you pointed out, so its easy to check system status. Thanks,Sudha

12
S
Contributor
7 years ago

Badge winners

Show all badges
Terms of UseCookie settings