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Replies posted by saisurya.prabu

26 Replies

Newest first

Oldest first

vibekingsubtleApprentice

posted in Archives - Freshdesk

First Response Time

Hi, The first response time on a ticket would be the time taken for an agent to put a first response on a ticket, since it's creation. I hope Antony has given a clear answer to your question.Cheers!

snaApprentice

posted in Automations and Workflows

Ticket send and status "waiting on customer"

Hi,I hope Mark had given a satisfactory answer to your question. You can use the different options available when sending the reply or configure an automation rule, whichever works the best for you.Thanks for your input, Mark.Cheers!

contact_20182Apprentice

posted in Archives - Freshdesk

Cannot Create a Service Task

Hi,I hope we were able to address this issue on the support ticket you had raised with us. Feel free to write back to us should you be needing any further assistance.Cheers!

onlinebiblesupportContributor

posted in Archives - Freshdesk

Wrong email address

Hi, Mark.This used to be bug and a fix has been released for this and you should no longer be facing this issue. If you are still facing problems, please write to support@freshdesk.com and we would be more than happy to help you out.Thanks.

csetterApprentice

posted in Archives - Freshdesk

Why is Freshdesk Support so HORRIBLE?

Hello, everyone. Hope you guys are holding up well during these extraordinary times.I am really sorry if some of you guys might have had a bad experience with our support, but we really do strive to give our customers the best experience. Many things have changed since the inception of this thread and we have brought in several measures internally to be as quick and responsive as possible. Everything is a work in progress and we keep learning from our mistakes.Thanks Christian, David and Paula. We are really humbled.Cheers!

jez.oldfieldApprentice

posted in Archives - Freshdesk

reply to email with status tag

Hi, Jez.The feature you are referring to is the Email Commands option which is no longer supported on Freshdesk and I hope the reason for the same was explained to you on the support ticket you've raised with us. Having said that, please do note that we will surely look into the possibilities of bringing it back on popular demand.Happy supporting!

felix.kremerskothenApprentice

posted in Archives - Freshdesk

The adapter rejected the commit because it was invalid

Hi, Felix.I hope our support team was quick and responsive in getting this issue addressed at the earliest possible on the ticket you've raised with us. Do reach out to us at support@freshdesk.com if you should be running into any such issue in the future.Thanks.

markus.finsterContributor

posted in Archives - Freshdesk

Automatically create ticket from existing ticket

Hi, Markus.I understand that you found a solution to your workflow using the Parent-Child ticketing feature. Another option worth considering would be to run a webhook using automations, based on a certain ticket update as a trigger, which I believe was suggested to you in the ticket that you had raised with us. Cheers!

davelandonApprentice

posted in Archives - Freshdesk

How to convert ticket items to knowledge-base answers

Hi, Dave.When you are sending a reply on the ticket that you feel shoud be added as a solution article in your knowledge base, you can just CC the kbase email address of your account in the ticket reply (it would be in the form kbase@yourdomainname.freshdesk.com) and the reply will get saved as a draft in your solutions section. You can review the draft later when you find time and publish it post that. You can learn more about this feature here.Happy supporting!

rod.nunleyContributor

posted in Automations and Workflows

Reducing Email back-and-forth

Hello folks.Mark, thanks for the wonderful suggestion. It is indeed a good setup for the use case that Rod had and I am hoping that this worked for him. Do write to support@freshdesk.com if you should be needing any further help on this, Rod.Thanks!

ashahbazyanApprentice

posted in Archives - Freshdesk

UI issues?

Hi guys,As Arvind had mentioned, a bug fix had been rolled out for this issue and the problem has been solved. Thanks for the patience you guys showed while we worked upon fixing this.Cheers!

soportetiApprentice

posted in Archives - Freshdesk

Group Privacy

Hi,We do provide the option to set the ticket scope for an agent which would be perfect to implement your use case( IT agents can be given Global ticket access, whereas folks from marketing can be given group access so that they see only tickets from their group). This feature is available from the Blossom plan onwards, and you can learn more about ticket scope by clicking here.Happy supporting!

nick+2Apprentice

posted in Archives - Freshdesk

Check if a ticket is created by an authorized contact person

Hello,Though we do not have a direct way of showing in the ticket details page if a contact is verified or not, the work around suggested by Taylor is definitely worth a shot. Thanks for the input, Taylor.Create a custom customer field and customize the requester widget to show this field on the ticket details page. You can also check the field value upon a new ticket creation to validate if it is an authorized person or not, and performing the necessary actions based on the same. You can write to support@freshdesk.com if you should be needing further help on this.Thanks.

jeffwApprentice

posted in Archives - Freshdesk

Knowledge base articles - limiting what can be found

Hello,As Anthony, Mark and Justin have mentioned, if you are looking to restrict the visibility of solution articles, you can set the folder visibility to certain customers or companies alone based on your requirement. We have now introduced setting the visibility based on Contact and Company segements, which makes it easier to set up the restriction.If you are just looking to prevent Google and other search engines from crawling your solutions tab, you can add the "No Index, No Follow" Meta Tag under your Portal customization, if you are on the Estate plan and above. Please click here to learn more about this.Happy supporting!

jmtApprentice

posted in Archives - Freshdesk

Multiple FreshDesk accounts for the same company

Hi, guys.Apologies for the delay in getting this addressed.It is indeed possible to have the same DKIM records linked to multiple accounts from the backend. If you guys have any such requirements, please drop an email to support@freshdesk.com and our support team would be able to help you out with the same, upon validation.Happy supporting!

venzy.rameshApprentice

posted in Archives - Freshdesk

Freshdesk Email Clarifications

Hi, Venzy.I believe our support team was able to help you out with this question. If you are creating tickets by auto-forwarding emails to Freshdesk, you would have to set up a forwarding rule in your mailbox to the newly generated long-forwarding address in Freshdesk, after the support email address is changed.Cheers!

sazrielApprentice

posted in Archives - Freshdesk

Email received are not converted to ticket

Hi, guys.I am happy to know that our support team was able to help you with your query. Feel free to drop in an email to support@freshdesk.com if you guys need any further help.Thanks.

serviceApprentice

posted in Archives - Freshdesk

Tedious message cannot be switched off

Hi, Phil.I believe I was able to help you sort this issue out in the ticket you had raised with us. If you have any further concerns, please write to support@freshdesk.com.Cheers!

bella.bellusciApprentice

posted in API and Webhooks

Invalid JSON

Hi, Isabella.The content you have shared here seems to be in valid "JSON" format. I have raised a ticket to discuss this at length.You'll hear from us soon.Thanks.

derekantricanContributor

posted in Automations and Workflows

Turn off "Ticket re-opened" notifications

Hi, Derek.The ticket reopened email is triggered by the default automation rule that would be present under the "Ticket Update" Automation rule called "Automatilcally reopen ticket when the customer responds". You can go ahead and remove the action that sends the email to the assigned agent and save the rule to prevent the ticket reopened emails from getting triggered.Thanks.

ohottowebApprentice

posted in Archives - Freshdesk

Email from WP/Gravity form not showing up as ticket

Hi, Jim.I hope we were able to sort this out for you on the support ticket you raised with us. Do write to us on support@freshdesk.com if you have any further concerns regarding this.Have a good one!

sam.spenceContributor

posted in Archives - Freshdesk

Typing starts back to the beginning

Hi, Sam.This usually occurs when you have added some text and placeholders on your agent reply template. When an agent clicks on reply, it would take a second or two for this information to get pulled in but if the agent starts typing right away before the text loads up from the reply template, the cursor would move back to the beginning of the text once the reply editor loads completely.You can prevent this by simply giving a second for the reply editor to load after clicking on reply, before you start typing in anything.I hope this is helpful. Do write to support@freshdesk.com if you have any further concerns.Happy supporting!

laceyApprentice

posted in Archives - Freshdesk

Forwarded Emails not coming back with notes placed on them

Hi, Lacey.When a ticket is forwarded from Freshdesk, the response from the receipient would append as a private note to the ticket from which the email was originally forwarded from, by default.Thanks.

trantinan2512Apprentice

posted in Archives - Freshdesk

Reply button unavailable for contacts without an email

Hi, An.Usually, contacts that have no email address are contacts that report via phone, Facebook and Twitter. As for the contacts that only have a phone number, there is no destination for the message that you add to be sent to the customer, (you cannot write a text message to a phone number) and hence the reply button would be hidden for tickets raised for the contact.Facebook and Twitter tickets can be replied on the same ticket since the ticket would have the reference to the post or the DM or the tweet from which the ticket was initially raised. However, if you create a new ticket for a Facebook or a Twitter contact, you cannot reply to these contacts since they do not have any reference of a DM or a post for you to reply to them and hence the reply button would be hidden again.I hope this gives you more insight. Do write to support@freshdesk.com if you want more information on this.Happy supporting!

pkeanApprentice

posted in Archives - Freshdesk

Password Reset Problems

Hi, Patrick.Apologies for not having this addressed in a timely manner.However, from my understanding, you reached out to our support team and they were able to help you get into your account. Do reach out to us at support@freshdesk.com if you have any further concerns.Have a good one!

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