Replies posted by karthik.kumar
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
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
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
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.
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
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
Hello everyone,My apologies for the issue with the spam tickets. We're working on a solution to help everyone who has been affected by it. Here is a community post about spam tickets that we're constantly monitoring - you can let us know more about the issue that you're facing.Recently, we rolled out some new checks to prevent the creation of spam tickets. These new checks are enabled by default for all new accounts and on request for our existing customers. You can either reach out to email@example.com or confirm in the community thread (that you want to try it out) and our team will reach out to you.Understandably, everyone who replied to this thread would want to resolve the spam issue. However, the fix that we provide might impact certain workflows. Since each team works differently, we’d like to talk you through how the filter works before enabling it. This is just to ensure that there is no significant impact on how you work.Hope this was helpful :)Karthik
The backspace issue is something we're hearing from a lot of our customers. Therefore, we're marking this thread as unsolved as the issue has arisen again.We're working on identifying the cause of the issue to fix it quickly. It'd be great if you can tell us about when the backspace issue happens for you so that we can replicate and fix it.
Hello,I’m Karthik from the Freshdesk product team. Here's what has been happening with the backspace issue:Earlier this year, we came across a bug in the reply editor (Froala) that we solved with a fix of our own. Later, Froala provided a fix that we incorporated in Freshdesk. In these cases, the issue was reproducible by us: we identified the cause, figured out the solution, fixed the problem, and marked the community thread as resolved.However, the recent backspace issue has been extremely sporadic. We’re yet to identify the scenario(s) where hitting the backspace causes an inconsistent cursor behavior. We understand your frustration with this issue. Please be assured that we’re doing all that we can to resolve this as soon as possible. It'd be really useful if you can tell us the scenarios (with browser details) where the backspace issue happens to you. We'll try recreating them to identify why this is happening.Hope this was helpful,Karthik
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
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.
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
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.
@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.
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 :)
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 :)
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 :)
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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