Replies posted by saisurya.prabu
Hi, Tamás.We do not have an option to add a description for each ticket field to guide the users. However, if you are on the Estate plan and above, you would have the "Portal Customization" feature wherein you can customize the portal to have a description for each ticket field in the ticket form via code.Please click here to learn more about this feature.Cheers!
Hi, Angela.Unfortunately, starting the dropdown field from where the Level one field was selected would mean that the choices below would take a lot of space below and there will be a lot of unused blank space on the top of the choices. I understand that this layout requires a lot of scrolling when the number of choices is huge. We'll definitely explore better ways to make the experience of adding new choices easy when there are a lot of pre-existing choices.Thanks for the input.
Hi, Aakash.We do not have the option to export the attachments of a particular requester alone in Freshdesk. Apologies for the limitation. Callie, I understand that you were using the "Attachment Manager" to download all the attachments in a ticket in a single click. Since this is a third-party application, I suggest you reach out to the developers by reaching out to the email address given in the App description in our marketplace.Cheers!
Hi, Patrick.For the new tickets that are raised from the agent portal by clicking on the "+New Ticket" button, you would see the option to add additional email addresses in CC in the new ticket page that follows:Also, for tickets that are already created, you can just add the email address in CC when you are replying to the ticket and this email address will automatically get populated in the forthcoming replies as CC.In addition to this, you need not edit the requester of the ticket to a fake user to be able to log in and make changes on behalf of the ticket requester. If you click on the Requester's name in the ticket, it would take you to the "Contact Details Page" of that requester, where you can assume the identity of the requester, make the necessary changes and then revert the identity back.I hope this is helpful. Thanks.
Hi, Wesley.Freshdesk supports the addition of a CNAME to your Freshdesk URL, using which your customers will be able to visit the Freshdesk's customer portal to raise tickets, read solutions, post in forums etc., by visiting the Custom URL you configure in your account (eg: support.yourcompanyname.com). Please click here to understand how to set this up.If you are looking to change your default Freshdesk URL (yourdomainname.freshdesk.com), please write to firstname.lastname@example.org citing your current URL and the URL to which you want it to be changed to and we shall help you out with the same based on the availability of the URL.Thanks.
Hi, Andrew.Thanks for your feedback. The idea is that when you add several tasks related to a ticket in the To-Do list, you would generally set a reminder that is very specific, with the date and time at which the reminder should be sent rather than picking up an arbitrary time range like a day, a week etc.,However, I shall pass this on as a feature request and our product team will take a call on this based on the number of similar requests and feasibility.Appreciate your effort in helping us out with your suggestion.
Hi, Merel.When the number of replies exceeds a certain number of conversations (usually three, but depends on the number of characters), Freshdesk automatically collapses the conversation revealing only the description and the final reply that was sent, making it easier to get a gist of the issue or the query discussed, without having to scroll through the entire ticket. (please see the image below)Also, in cases where the customer might have forwarded an email thread with several conversations, the trailing conversations in the email forwarded (quoted text) will be hidden by default, similar to any other helpdesk or email client.Please let us know if you are having any issues with this by writing to email@example.com and we shall have this checked further.Thanks.
Hi, Olaf.We only have the option to edit the description of the ticket in Freshdesk. Since the customer's reported description might be different from the actual issue, and to accommodate changes and developments in the issue reported, an option to edit the description and subject has been added.However, the same option has not been carried over to the customer reply since the end user's might not like it when their reply is tampered with. Sorry that I cannot help with your use case.Cheers!
Hi, Kai.Firstly, I would like to apologize for the delay in getting this addressed.We had a temporary issue at the time you started this thread where the inline images and attachments would not load up properly. This issue was dealt with high priority and a fix was deployed for the same.I am sure you are not facing this issue anymore. If you do, write to firstname.lastname@example.org and we would gladly assist you with the same.Cheers!
Hello you guys!Apologies for the delay in replying to this thread. There was a bug that was causing this issue which was fixed in the following days since the issue started. You should not be running into this problem anymore.Thanks for bringing this to our notice and being patient until the fix was deployed.
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!
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!
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 email@example.com if you should be running into any such issue in the future.Thanks.
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!
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 firstname.lastname@example.org) 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!
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!
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 email@example.com if you should be needing further help on this.Thanks.
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.