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Replies posted by onlinebiblesupport

127 Replies

D
Contributor
denise.williamsContributor
posted in Archives - Freshdesk

Emails and Ticket

The option to create a new ticket is not shown (I found it annoying too) but then found that you can change the address bar, and add /new (and press enter). So https://support.freshdesk.com/support/tickets/new Hope it helps. 

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

Priority field appearing in French

We have found texts appearing randomly in various languages (Portuguese, Italian, Spanish). This was mainly the status field. However, where it is worse is the reply to customer's emails (the bit normally hidden, to be displayed with the three dots). This text normally reads "On <date/time>, <customer> wrote: ". This is sometimes also in a random language which can be confusing for customers. FreshDesk are working on a fix, but not there yet obviously. .  

4
P
Community Debut
5 years ago
K
Apprentice
karenApprentice
posted in Archives - Freshdesk

Export tickets not sending email

Export still works fine for us (now in Mint). Assume you are very familiar with this functionality, but I know (from experience) that no email appears if nothing is selected, without a warning. This is possible if the ticket view (and the dates selected) does not match the export criteria (date range). 

2
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
denise.williamsContributor
posted in Archives - Freshdesk

Emails and Ticket

@Aravind. Thanks for the link to the application status. You have been busy answering forum problems today. I realise some users raise tickets when the solution can be found in the KB. However, I do sometimes hit real issues, and when reporting an issue can remain unanswered on the forum for several days (up to a few weeks) I like the option to create a ticket to ensure some attention.

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

Duplicate reply or note

Only happens very infrequently, so, not on specific tickets. At a guess one out of 100 replies/notes. In this case there was no canned response, just a very short note. Experimenting is therefore almost impossible. I did not see an error. Sorry to be ignorant, but where do I find the "Network tab"?  

11
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

Duplicate reply or note

Thanks for the info. Yes, I see two post requests. I have also run a few tests and I can recreate the situation. If I click the mouse twice rapidly on the Add Note button, I get two notes. On replies I have to wait a bit longer between clicks, but then pressing the Send button on a reply twice does produce two (duplicate) answers. I can see this is my own mistake, but it would be great if the system could prevent this. When having multiple applications open (on two screens) it depends which window is active to determine what the first mouse click means.   

11
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

Duplicate reply or note

I also tested this in the old FreshDesk and could not repeat it. Does repeat using different browsers. I also found getting a duplicate with notes is much easier. With answers it did not often occur. Tried a bit with longer and shorter pauses and did manage to repeat it. Never get a message. Could this be caused as you might have the feature active to allow multiple agents to work on one ticket?  

11
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

How can I find details of errors

I cannot use companies, as these users are not linked to one company. With some providers it is possible to get an email address e.g. smi123@organisation.com, but to also have an alias with a readable name: john.smith@organisation.com. They are both the same account, but they are in no way linked to a different person with an alias. I have only had this error once, although I have merged customers more often. So with one example there is no pattern :-)You have lost me on the "X-request ID". I am struggling to understand how to use the console. I now know how to open it. I assume I should click the option to Reload the page. I then get a list, and then I am lost.

9
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

How can I find details of errors

I thought I answered this, but as it has not appeared I will try to answer again.The customers who respond do not belong to one company, but are private individuals, so the company feature cannot be used as far as I can see. When an individual gets an email address from a provider, they can sometimes use an alias. For instance, someone might have an account (= email) smith123@provider.com, but then they can also create an alias for the same email account joe.smith@provider.com. Sometimes they also answer from a different email address, e.g. joe.smith@gmail.com.As it has only occurred once, I cannot identify a pattern. I have merged customers before, but never had this message. I am struggling with the browser console. I can now open it. But after that I am lost. Where do I find some form of explanation. I now select "Reload" and can then see some lines, but I don't know where to look for the X-Reference ID. If I know what I am looking at I might be able to check that if I experience pr

9
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

How can I find details of errors

Yes, the field Full Name is mandatory in the customer. I can change this if you think it would be better. But on the other hand, I thought this field was filled automatically with the email address up to the @ if no name was known. I already had the impression that a missing name in a ticket (different field) caused some issues when merging tickets. And as for the moderation - yes, I was aware of that, but this time it took 5 hours, so I began to doubt if I had posted anything. Thanks.

9
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

How can I find details of errors

I did not manage to recreate the scenario. I do not have a test system, so the number of tests I ccan run in our productive system is limited. he merges I tried worked properly.  

9
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

Do not get list of solution articles

It's solved now. Thanks. 

3
O
Contributor
5 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk

Do not get list of solution articles

It's solved now. Thanks. 

3
O
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Editing and deleting ticket replies

As far as I can see I can edit any note that was created, either public or private, but cannot edit a reply. That makes sense as a reply generates an email to the customer so editing it would create two versions of what was sent. As far a I can see this applies both to replies I sent, and replies other agents sent. It is possible to edit a customer response, and we do use this, especially when a customer mail was sent to us outside FreshDesk and the mail was forwarded. We then change the sender and delete any details about the forwarding.I can delete replies. I have had the problem that a reply was sent twice (at the same time, I think a problem with my mouse driver). Then I have deleted the second reply which is identical. However, the customer has probably received two emails. So the me the available options make sense.  

2
S
Contributor
5 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk

Customer Service week is here - Let's celebrate!

The primary goal of an agent is to solve issues and not to close tickets.

2
O
Contributor
5 years ago
A
Apprentice
anthonymcApprentice
posted in Archives - Freshdesk

Change default priority status on incoming tickets

Not sure if it is possible to set this by default. But you could easily create a Dispatcher rule (a rule that applies when a new ticket comes in):Condition: Status is openAction: Set pririty as "Urgent".Does this help?

2
A
Apprentice
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Public note vs regular reply

Not sure I have the answer, but when a customer adds comments it becomes a public note. Notes made by agents are normally private, but can be changed is applicable. Our agents do not create public notes. 

2
S
Contributor
5 years ago
F
Apprentice
freshdesk_17840Apprentice
posted in Archives - Freshdesk

Clean forwarded Mails

Don't know of a way to do that automatically. In these cases we edit the ticket manually, but I do then copy/paste that meta-data in a note so that the date/time of the original is not lost. 

1
O
Contributor
5 years ago
O
Contributor
ojonssonContributor
posted in Archives - Freshdesk

Automatic Ticket Number

What is wrong with the ticket ID? It is assigned automatically, it is unique, and shows in e.g. exports. With the last few updates of Mint it has become less visible, but it is still there.

3
O
Contributor
5 years ago
T
Contributor
tdkwon2Contributor
posted in Archives - Freshdesk

Public URL does not work (404)

Could you check the URL? It is very easy to accidentally include a full stop (US English: period) at the end of the URL 

4
T
Contributor
5 years ago
T
Contributor
tdkwon2Contributor
posted in Archives - Freshdesk

Public URL does not work (404)

Where is the %20% inserted. This is normally the representation of a space. Could you check the email to see if there is a space after the placeholder, and if so, remove it?

4
T
Contributor
5 years ago
N
Apprentice
noreply.nicheApprentice
posted in Archives - Freshdesk

Rule for status changing sometimes not working.

Could you please be more specific? I assume this is a supervisor rule. Could you show the conditions and actions you have set up in the system? And could you add what does not work, is the status not changed on some tickets, or is a status change sometimes made without the criteria being met?

1
O
Contributor
5 years ago
L
Apprentice
lberstein3096Apprentice
posted in Archives - Freshdesk

How To Prevent Tickets From Being Marked As Spam

I have never experienced this problem. Is it possible that these get assigned to a contact which has been deleted. That would explain the automatic marking as spam.

4
suprabha.somanathan
Community Debut
3 years ago
L
Apprentice
lszucsApprentice
posted in Archives - Freshdesk

resolved tickets

In a ticket you can show activities (top right). This shows who took all actions.  

1
O
Contributor
5 years ago
S
Contributor
sarah.vandegoorContributor
posted in Archives - Freshdesk

Assigning an SLA policy

I am not on the top level plans, but I understand this should be possible with Estate or Forest. So have never worked with it, but the documentation says:  "If you're on Estate or Forest, you can also create multiple SLA policies in Freshdesk for different customer tiers, products, agent groups, and so on. For example, you could have an 'Express Support' SLA policy for high-value clients".

3
O
Contributor
5 years ago

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