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Replies posted by vignesh.purushothaman

23 Replies

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Contributor
info_10949Contributor
posted in Archives - Freshdesk

ticket emails are bouncing

Hello Paul,We are sorry to hear of this. We have sent an email to discuss this at length with you to troubleshoot further.Cheers!

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Community Debut
4 years ago
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Contributor
info_10949Contributor
posted in Archives - Freshdesk

RANT: this is just awful

Hello Paul,We're sorry for the frustration this has caused and that's not the experience we want you to have. We always aim to deliver a great experience for our customer base and we are gutted when we miss the mark. We've sent an email to discuss this at length with you to troubleshoot further.Cheers!

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Community Debut
4 years ago
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Apprentice
david_16167Apprentice
posted in Archives - Freshdesk

Help Widget - Poor Search Results

Hello David, Good day! We believe your issue has been solved by one of our support agents and the relevant solution articles are displayed in Help widget.Please drop in an email to support@freshdesk.com in case of any further queries.Cheers

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Community Debut
4 years ago
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shdoyleApprentice
posted in Archives - Freshdesk

How can I get support FROM Freshdesk, regarding issues with Freshdesk??

Hello there,We are sorry to hear about this. The current email address mapped to your profile is shdoyle@shaw.ca. Please write an email to support(at)freshdesk.com if you'd to change your profile email address. The reason why tickets were closed is that multiple tickets were created from your end and to track the issue better all the secondary tickets were merged into the primary one.Are you still facing trouble with the email to ticket conversion? If yes, please write to support(at)freshdesk.com and one of our support folks will assist you further on this. Cheers!

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Community Debut
4 years ago
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bastian.knochelApprentice
posted in Archives - Freshdesk

Cannot edit contact details

Hello Bastian,Good day! We have sent an email to discuss this at length with you to troubleshoot further.Cheers!

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Community Debut
4 years ago
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Apprentice
ravi_19976Apprentice
posted in Archives - Freshdesk

contact search is not working for new users

Hello Ravi,I tried searching the aforementioned contact using the email address and the contact did show up:I can see that your query has been addressed by one of our support reps as well. Please write to us at support(at)freshdesk.com should you require further assistance on this. Cheers! 

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Community Debut
4 years ago
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soporte.itApprentice
posted in Archives - Freshdesk

How do I reset the ticket numbers in my account? Created a bunch of test tickets while confirming email was working. Thanks

Hello there,For now, we do not have an option to reset the ticket ID. We are happy to explore the possibilities of this feature being picked up and reach out to you if there are any updates. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks.Cheers! 

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Community Debut
4 years ago
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Apprentice
alejandroApprentice
posted in Archives - Freshdesk

Turn off the "Discuss"

Hello All, Good day!You'll be able to turn off the Highlight option by opening the Freshconnect huddle and hitting the highlight mode to off. Also, as Aravind mentioned the discuss option would pop up only when the Huddle window is open on the page. Hope this helpsCheers! 

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Community Debut
4 years ago
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Apprentice
max_19784Apprentice
posted in Archives - Freshdesk

No notifications

Hello there,Good day!We have sent an email to discuss this at length with you. Cheers!

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Community Debut
4 years ago
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Contributor
timhuehnergarthContributor
posted in Automations and Workflows

Can't see tickets from customers anymore.

Hello there,Good day!Can you please check if the ticket is present in either the Spam or Trash folder? There are three ways in which a ticket can end up in the Spam or Trash folder: 1. Manually marked as Spam/Deleted by an Agent.2. Ticket marked as Spam/Deleted by an Automation rule.3. Any ticket raised from a deleted user in Freshdesk would go to Spam automatically. In this case, you can restore the ticket and then restore the contact. Kindly run a check on this and write to us at support(at)freshdesk.com should you require further assiance on this.Cheers! 

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Community Debut
4 years ago
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Apprentice
shahjunaidahmadApprentice
posted in Archives - Freshdesk

Creating New Ticket

Hello there,Good day! As Mark mentioned, the description of the ticket will not be sent as an email when you create a new ticket using the +New ticket. You can make use of Email notifications to send the requester about the ticket information like the ticket ID. For this, you can turn on New ticket created notification under Admin -> Email notifications -> Requester Notifications. Alternatively, if you would like to send emails then you can make use +New emails. Hope this helps. Cheers!

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Community Debut
4 years ago
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tomasz.chojeckiApprentice
posted in Archives - Freshdesk

Automatization rules - need help

Hello there,As Mark mentioned, if the typ field is not set during ticket creation, you can make use of time trigger rule. Since the rule runs every one hour you need to make sure that the rule runs only once and not for the consecutive hours. We'd require the complete use case to help out in setting up the rule. Kindly write to us at support@freshdesk.com and one of our folks will help you out on this. Cheers!

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Community Debut
4 years ago
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Apprentice
litecoinfinApprentice
posted in Archives - Freshdesk

Support team not replied for 2 days regarding refund request of my payment

Hello there, We’re normally known for our exceptional attention to detail, and we regret that you feel this way. There's a separate team that takes up refund request and you can write to us at billing@freshworks.com and one of our reps will assist you further on this. Cheers!

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Community Debut
4 years ago
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Apprentice
dcrombergApprentice
posted in Automations and Workflows

Replying to a group

Hello there,With respect to Freshdesk, a ticket can have only one requester and the other stakeholders of a company can be added in the cc section. If the cc email for a particular company is constant then you can make use of ticket creation automation rules to populate the cc field for a particular requester. This rule can be configured using different conditions. Something akin to this:Kindly write to us at support@freshdesk.com with your use case and one of our folks will help you out on this. Cheers!

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Community Debut
4 years ago
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Apprentice
marketing_18527Apprentice
posted in API and Webhooks

How can I export the content (body text) of all my tickets?

Hello, The description of the ticket can be obtained from the UI. Click on Show multiline text fields and choose Description. Please refer to the screenshots below:To obatin the conversations present in the ticket, you can make use of List all conversations API:https://developers.freshdesk.com/api/#list_all_ticket_notesHope this helps. Cheers! 

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Community Debut
3 years ago
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Apprentice
victor_19982Apprentice
posted in Archives - Freshdesk

Automation Rule: Assing Ticket Containing X to Company Y

Hello Victor,As Mark and Anthony mentioned, a ticket can be assigned to only groups and the corresponding agents. Contacts are linked to companies and agents are mapped to groups.Please drop in an email to support@freshdesk.com with the complete use case so that we can assist you accordingly. Cheers!

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Community Debut
3 years ago
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Apprentice
dylanApprentice
posted in Automations and Workflows

How to associate tags with canned responses?

Hello Dylan, Good day! With the amount of information presented, automations seems to be the only option here. Are you looking to track the number of canned responses used for a particular amount of time? Mind dropping us an email to support@freshdesk.com with the complete use case so that we can assist you accordingly. Cheers!

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Community Debut
3 years ago
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Apprentice
bcolungaApprentice
posted in Archives - Freshdesk

Headcount justification from FreshDesk

Hello Bud,From the information you provided, displaying the number of tickets created each week/month/year would give you explorable insights on this. Please navigate to Analytics -> New report -> Add widgets and you can enter the time range and under Group by you can map any one of the following:1. Day of the week.2. By week.3. Day of the month4. Monthy of the year5. By Month6. A quarter of the year.7. By year.Also, cross-checking with the number of tickets each agent has handled for that day/week/month/year will give you further insights. Hope this helps.Please write an email to support(at)freshdesk.com should you require further assistance on this.Cheers! 

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Community Debut
3 years ago
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Apprentice
jheijnenApprentice
posted in Archives - Freshdesk

Reports in portal

Hello Jasper, Good day! As of now, we do not have the option to display reports in the customer portal. You can make use of the Export option that is available on the customer portal on the tickets tab.We are happy to explore the possibilities of this feature being picked up and reach out to you if there are any updates. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks.Cheers! 

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Community Debut
3 years ago
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Apprentice
heinzi_stefanApprentice
posted in API and Webhooks

Different mail signature based mail channels

Hello there,Good day! Both the Signature Management App and Signature Management plus populates signatures based on the Groups and Products. Please drop in an email to support@freshdesk.com in case of any further queries. Cheers!

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Community Debut
3 years ago
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Apprentice
mpatoleApprentice
posted in Archives - Freshdesk

SLA policy set hours

Hello there,Hope you are well! I tried to reproduce the issue but with no luck. Are you still facing trouble with this? If yes, please write to support(at)freshdesk.com and one of our support ninjas will assist you further on this.  Cheers! 

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Community Debut
3 years ago
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Apprentice
ramiroApprentice
posted in Archives - Freshdesk

How to disable ticketing?

Hello Ewan, Hope you are well. You can make use of the following code to hide the +New Support Ticket. Navigate to Admin -> Portals -> Customize Portal -> Stylesheet and paste the following code:a.mobile-icon-nav-newticket.new-ticket.ellipsis {display: none;}Kindly make sure to use the code only in the Portal configurations where you want to hide the +New support ticket option and leave out the rest of the portals. Hope this helps. Cheers!

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Community Debut
3 years ago
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Apprentice
alanjacobmathewApprentice
posted in Archives - Freshdesk

Custom Domain Issue

Hello Alan, Hope you are well! Now, I can see that support.trackntack.com is not pointed to trackntack.freshdesk.com. Can you please point your CNAME and TXT record to the corresponding values and check if the issue persists? Here's the solution article for the same:https://support.freshdesk.com/en/support/solutions/articles/37590-using-a-custom-support-url-and-pointing-the-cnameIf you are still facing any issues, please write to support(at)freshdesk.com and one of our support folks will assist you further on this.  Cheers! 

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3 years ago

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