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Replies posted by karthik.kumar

37 Replies

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Contributor
shankar.ganeshContributor

Launching the new help widget - early access

Hello everyone,We’ve been receiving lots of feedback from you about the help widget. We’ve just shipped some updates to the help widget based on your ideas. If you haven’t seen them yet, here they are:Page-specific solutionsShow specific solution articles in the help widget based on the web page (URL) that your customers are currently on. You can read more about this feature here. For example, using this feature, you can show specific solution articles about pricing when your customers are on your pricing page.Readability improvementsYou told us about how your customers weren’t able to view your screenshots conveniently. Now, the images in your articles can be opened in a much larger area. When your customers read a solution article in the help widget, they can now open it in the portal. Also, when your customers read a solution article in the help widget, they can open the article in the portal on a new tab. They can then switch between these tabs to read the article on your portal an

432371
Janko
Community Debut
2 years ago
M
Apprentice
mmurphyApprentice
posted in Archives - Freshdesk

Categorizing solutions to deliver context sensitive help

Hello Michael,Recently, we've launched a new feature on Freshdesk - the help widget. It's an update to the existing popup feedback widget. The help widget will show the most viewed solution articles and a contact form to your customers when they visit your website.From what you've mentioned in your post, here are a few features of the help widget that I think you'll find useful:You can pick specific articles to show up on the widget and provide contextual help for customers, based on the web page (URL) they're currently viewing. Click here to learn more. The widget can also be optimized for ticket deflection. Your customers will be shown a contact form only if they mark a solution article as "not helpful". Your customers will now search through your solution articles using the help widget, read them, and reach out for help only when they're not helpful.You can also show a specific solution article on the help widget when customers click on a certain button. Click here to learn moreIf y

2
K
Community Manager
4 years ago
S
Contributor
shankar.ganeshContributor

Launching the new help widget - early access

Hello everyone,Happy new year from all of us at Freshworks!We recently launched some updates to the help widget that I wanted to let you know about.1. When your customers click on a link or a button on your website, you can directly open a solution article in the widget and offer them contextual help, with the open article API. To learn about setting this up, please take a look at this API documentation or this solution article.2. You can now show solutions articles that have been restricted to certain customers within the help widget. To learn more about setting this up, please take a look at this API documentation or this solution article.Let us know what you think of these new features. We'll be happy to help you out!Cheers,Karthik

432371
Janko
Community Debut
2 years ago
T
Apprentice
tincho_galottiApprentice
posted in Archives - Freshdesk

Connect Freshdesk to Wordpress

Hello @MartinAdding on to what Aravind said, you can create a ticket for every comment a user writes on your WordPress site users to log in to Freshdesk. To do so, you first need to install the Freshdesk WordPress plugin. You can install the plugin from the plugins directory if your site runs on self-hosted WordPress. If you use WordPress.com, you need to be on the Business plan or above to install this plugin.You can click here to read more about creating tickets in Freshdesk whenever someone comments on your WordPress website.

2
K
Community Manager
4 years ago
J
Apprentice
jprobst21Apprentice
posted in Archives - Freshdesk

Popup Widget button Position

Hello Josh,Recently, we’ve been working on a new feature called the help widget. The new help widget is actually an upgrade to the popup feedback widget.You can use it to show a contact form and your solution articles to your customers. It is completely customizable - and it can be made to look and feel like it’s part of your website. You can even customize and pick where the widget will be positioned on your website. There’s no coding involved, all you have to do is pick your brand colors, and it’s done. The new help widget is being rolled out in batches. If you’re interested in the new help widget, you can signup for early access here. You can learn more about the widget here, and hereHopefully, this isn't too late, and has been helpful. Please reach out if you need any help with the new widget. Cheers,Karthik

5
K
Community Manager
4 years ago
J
Apprentice
joelApprentice
posted in API and Webhooks

Set Requester in FreshWidget

Hello everyone,With the new help widget and its identify API, you can fill user information such as their name and email when someone's trying to submit a ticket. Learn more about prefilling user information here. You can also use the hide widget API to hide certain fields in the widget. Learn more about hiding fields on the contact form on the help widget here.The new help widget is being rolled out in batches. You can signup for early access here. You can learn more about the widget here, and hereHopefully, this isn't too late, and has been helpful. Please reach out if you need any help with the new widget. Cheers,Karthik

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K
Community Manager
4 years ago
S
Contributor
shankar.ganeshContributor

Launching the new help widget - early access

Hello everyone,We’re doing a 30-minute webinar on November 7th to demo the help widget. We’ll show you how you can brand it to look like it’s a part of your website, and how you can use it to guide your customers to search through your knowledge base first before they reach out to you. Apart from that, we'll also demo some advanced features: multilingual support, the ability to pre-populate and hide ticket fields, etc. Click here to register for the webinar - you definitely wouldn’t want to miss this :)Cheers,Karthik

432371
Janko
Community Debut
2 years ago
K
Community Manager
karthik.kumarCommunity Manager

Mobile release notes (through Sep 10)

Hello Mindrey, Apologies for the delay in my response. We’ve discovered a bug where there's an issue with the timezones causing a shift in the time entry.  We're working on fixing this as soon as possible and will soon release a fix for this.

105
M
Contributor
4 years ago
M
Apprentice
max_19784Apprentice
posted in Archives - Freshdesk

No notifications

Hello Max,Apologies for the bad experience that you’ve faced with the email notifications of Freshdesk. Our team will reach out to you via email to help resolve this.Cheers,Karthik

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V
Community Debut
3 years ago
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Apprentice
wallyApprentice
posted in Archives - Freshdesk

Contacts

Hello Wally,Have you tried to merge these duplicate contacts?Click on the Contacts icon from the navigation bar on the left to see the complete list of your contacts. Open the contact that you want to merge the other contacts into and click on the Merge button on the action bar. In the Merge Contact slider window, search and select the duplicate contact that needs to be merged with this contact. After merging, one contact will be marked as the primary contact. Merging will also move all the tickets, notes and contact information from the secondary contact(s) into the primary contact. You can read more about merging contacts here.

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O
Contributor
4 years ago
G
Apprentice
gilles.chavyApprentice
posted in Archives - Freshdesk

No reply button on some tickets in FreshDesk

Hello Gilles,Sorry for getting back to you late. We're reaching out to you via email to troubleshoot this.

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K
Community Manager
4 years ago
K
Community Manager
karthik.kumarCommunity Manager

Mobile release notes (through Sep 10)

Hello Mindrey,Sorry about the inconvenience that you’re facing. I’ve passed your feedback to the team working on revamping the time log feature for the mobile apps. We’ve released it for iOS and will soon be releasing it for Android as well in a couple of weeks. Hope this was helpful.Cheers,Karthik

105
M
Contributor
4 years ago
J
Apprentice
jodyskowronekApprentice
posted in Archives - Freshdesk

I activated my account yesterday. It doesn’t seem to want to download.

Hello Jody,Could you please elaborate on what you have tried to download from your account?If you're trying to download your ticket data, please follow these instructions.If you're trying to download your account data, please follow these instructions.If you're trying to download Freshdesk, Freshdesk is a cloud-based software that can't be downloaded.Hope that this was useful. If I've misunderstood your question, my apologies - please let me know what you wish to download, and we'll help you through it.

1
K
Community Manager
4 years ago
E
Apprentice
ehomyakovApprentice
posted in Automations and Workflows

How to delete 4000 spam tickets?

@Eugene and @ClintonUnfortunately, we don't have an option to perform a bulk update for more than 30 tickets at a time. I will pass on your feedback to the team working on the ticket list page. What would an ideal number of tickets per page for you?However, we can try a workaround for deleting similar tickets altogether. If there is any pattern (sender email, domain, which email is hit, etc.) in the spam tickets, we can set up an automation rule to delete or mark them as spam.For future tickets coming via email, we can enable a Proactive Spam Filter from the backend. Please let us know if you're interested and we'll reach out to you about the details since the filter might impact your workflow.

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suprabha.somanathan
Community Debut
3 years ago
K
Community Manager
karthik.kumarCommunity Manager

New integrations, fixed issues with sandbox sync, eBay integration, agent collision, duplicate ticket field values, agent availability status, customer satisfaction rating, and other bugs - Release notes through 30th Aug 2019

@Sarathank you for sharing this :)@Nicolas, We have a few Marketplace apps for adding signatures that are quite similar in their function but differ in their abilities. I'll try to explain the key differences - for more details, you can check out the respective apps.Signature Management can store multiple signatures which are added to the reply editor. You can also insert a different signature from an icon on the reply editor too.Signature Management Plus is an extended version. It stores multiple (45+) signatures which can be used based on the group or the product assigned to a ticket. Again, you can insert different signatures with an icon from the reply editor.Dynamic Support/Group based Signature app can add signatures (with placeholders and images) based on the support email or the group to which the ticket is assigned to.Please try out the different apps and see which suits your requirement. Hope this was helpful :)

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N
Contributor
4 years ago
D
Apprentice
diana.baumgartApprentice
posted in API and Webhooks

Jira Integration | Api token

Hello Diana,Sorry for the inconvenience.You can find your API token by following the instructions on this link: https://confluence.atlassian.com/cloud/api-tokens-938839638.htmlOnce you have the API token, please paste it here:After updating the admin Username: API Token in the JIRA app, kindly grant full permission to list projects, create issues, etc. Ideally, full admin privilege will do. Please refer to the following link for more instructions: https://developer.atlassian.com/cloud/jira/platform/rest/v2/#permissionsHope this was helpful :)

1
K
Community Manager
4 years ago
M
Apprentice
marianoApprentice
posted in Archives - Freshdesk

Unable to password reset one of my agents

Hello,Since your agent will be logged out, please try the link after logging out. Since you are logged into your account, the reset link might not work. Additionally, your agent can use the "forgot password" option on your helpdesk login page:Type your URL in the address bar, hit enter and select Login. Then choose the option Are you an Agent? Login here and it will redirect you to the Freshworks page. Select Forgot password option, enter your email address and a password reset link will be sent to your email. Reset the password using the link and you can log in to the account.Hope this was helpful :)

3
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Community Debut
3 years ago
J
Apprentice
jose.cardosoApprentice
posted in Archives - Freshdesk

Account blocked

Hello Jose,I've checked and can confirm that the Sprout plan is active on your URLs (ze****k.freshdesk.com and ze********p.freshdesk.com). Please confirm if these are the URLs you are facing issues with. Could you please let us know on which pages you're facing this error - so that we can help figure out the solution?

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J
Apprentice
4 years ago
S
Apprentice
steve.rumbleApprentice
posted in Archives - Freshdesk

Estate Version of Freshdesk - Since adding Frield technician addon - Cannot create new tickets within Freshdesk or via customer Portal

Hello Steve,This issue may not have been caused because of using FSM. As, according to our records, FSM hasn't been enabled on your account. Our team will reach out to you to sort this out.

1
K
Community Manager
4 years ago
C
Apprentice
carbonellajuanApprentice
posted in Archives - Freshdesk

no puedo comunicarme

Hola juanSiga las instrucciones en este enlace para restablecer su contraseña: https://support.freshdesk.com/support/solutions/articles/235140-how-to-reset-my-password

1
K
Community Manager
4 years ago
U
Apprentice
usaf3994Apprentice
posted in Archives - Freshdesk

account information

Hello Ralph,Please reach out to support@freshdesk.com or your account manager and we'll be able to help you with this request.

1
K
Community Manager
4 years ago
B
Apprentice
b.saucierApprentice
posted in Archives - Freshdesk

Login with Google Twice

Hello Brett,We've rolled out a fix for this issue.Could you please try logging using Google SSO and see if you are able to login now?

2
K
Community Manager
4 years ago
A
Apprentice
alan_11667Apprentice
posted in Archives - Freshdesk

Google Logins Denied

Hello @Alanand @BkramerWe've rolled out a fix for this issue.Could you please try logging using Google SSO and see if you are able to login now?

7
C
Community Debut
4 years ago
B
Apprentice
b.saucierApprentice
posted in Archives - Freshdesk

Login with Google Twice

Hello Brett,We apologize for the bad experience that you are facing. A few other customers have faced similar login issues with SSO, and we're working on resolving it. Until then, please try logging in using your respective username and password.

2
K
Community Manager
4 years ago
A
Apprentice
alan_11667Apprentice
posted in Archives - Freshdesk

Google Logins Denied

Hello @Alanand @BkramerWe apologize for the bad experience that you are facing. A few other customers have faced similar login issues with SSO, and we're working on resolving it. Until then, please try logging in using your respective username and password.

7
C
Community Debut
4 years ago

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