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Replies posted by hemanth.ramya

382 Replies

J
Apprentice
jhudsonKSMApprentice
asked in How do I....?

Inventory Email Alerts

Hi @jhudsonKSM  Greetings for the day. :)Can you please elaborate more on your requirements with sending email notifications and shed more light on what you are referring to by ‘Inventory’? It would be great if you can share relevant screenshots for better reference. Looking forward to hearing from you. Cheers,

1
hemanth.ramya
Community Manager
2 months ago
colincooper
Apprentice
colincooperApprentice
asked in Portals, Emails & Other Channels

Restyle agent/customer login

Hello everyone, Appreciate you sharing your insights, @karlnharrison. :) With the new customer portal theme and UI we have in place today, the customization code snippets shared earlier might not work as expected. Please try the following as shared by Karl and let us know if this helps.   I have solved this question about changing the text “Are you a customer?” with the help of a Freshdesk agent:   include the below script in the head section under Portals<Customize portal> Pages> Layout > Head: <script src="https://ajax.googleapis.com/ajax/libs/jquery/3.6.0/jquery.min.js"></script>   then navigate to Admin>Support Channels>Portals>Customize Portal>Layout & Pages>Portal Pages>Login Page  add this script  <script> jQuery(document).ready(function(){ jQuery("p.fs-20.semi-bold.mt-16.text-center:contains(Are you a customer?)").text("Please use your blah blah to ").append('<a id="" href="yourloginurl" class="fw-twitter-btn py-12 rounded"

10
hemanth.ramya
Community Manager
2 months ago
SpeedRacer
Top Contributor
SpeedRacerTop Contributor
asked in Automations and Workflows

Single-line custom text fields not available in Analytics

Hi @Magnus ReinelThis should be possible in Freshservice but let us loop in the Freshservice team to confirm it here. :) Cheers, 

14
Magnus Reinel
Contributor
2 months ago
S
Contributor
Scott.meContributor
asked in Analytics, Reports & Dashboards

Analytics reporting download

Hello @Scott.me Glad to know the issue with analytics report download is resolved. If you do not find the downloaded file in your system post triggering a download from your analytics report section, this could be mostly due to the browser blocking the download from happening. Please do recheck your browser settings and this should help resolve the issue. If the browser settings are set up accurately and yet you do not see the downloaded file, please feel free to reach back to us and we can help you accordingly. Cheers,

5
hemanth.ramya
Community Manager
2 months ago
F
Apprentice
FoxguardApprentice
asked in How do I....?

Postpone a Ticket

Hello folks, Truly appreciate you sharing your insights on @Foxguard’s requirements with handling tickets, @eeha0120.Like the suggestion provided, you can set up a custom ticket status where the SLA timer does not run and set the same on incoming tickets either via automation or agent action. Additionally add a custom date field to schedule when you would like to start handling the tickets. Please find a sample screenshot of the ticket creation automation rule (Admin > Automations > Ticket creation) for your reference: You can tweak the rule conditions and actions as per your requirements Similarly, you can set up time triggers automation rule (Admin > Automations > Time triggers) to automatically reopen such custom status associated tickets after a specific period of time. Sample screenshot below for reference:  You can tweak the rule conditions and actions as per your requirements Feel free to reach back to us for any further queries and we would be happy to help.  Cheers

4
hemanth.ramya
Community Manager
2 months ago
Patrick.C
Apprentice
Patrick.CApprentice
asked in Knowledge Base

Adding category descriptions to knowledge base

Appreciate you sharing the solution here, @Patrick.C Feel free to add a note for any further queries and we would be happy to help. :) Cheers,

2
hemanth.ramya
Community Manager
3 months ago
E
Apprentice
emos123Apprentice
asked in API and Webhooks

Freshworks API : POST to API from CURL

Glad to know the issue with custom object APIs is resolved, @emos123. :)Sure, we’ll pass this feedback to our teams to update the documentation as required.  Cheers,

3
hemanth.ramya
Community Manager
3 months ago
Arye
Apprentice
AryeApprentice
asked in API and Webhooks

How to set up and create a freshdesk webhook link

Hello @Arye  Freshdesk API webhooks are ideally used to perform updates in your helpdesk. In your case, can you please let us know if the requests submitted through an external website form are reaching as tickets in your helpdesk and you in turn want to send an automated response to the same? It would be great if you can share more details on your requirements and let us know how Whatsapp plays a role in your business to help you accordingly.  Cheers,

1
hemanth.ramya
Community Manager
3 months ago
E
Apprentice
emos123Apprentice
asked in API and Webhooks

Freshworks API : POST to API from CURL

Hi @emos123  Greetings from Freshdesk Community. :)Can you please let us know which custom objects API in specific have you used? It would be great if you can share the complete API request made along with the response you received to help you accordingly. You can also share your Freshdesk account URL for better reference. Cheers,

3
hemanth.ramya
Community Manager
3 months ago
A
Community Debut
Azmina EssakCommunity Debut
posted in How do I....?

Including a public comment in an email alert

Hi @Azmina Essak  Greetings from Freshdesk Community. :)You can add the public comment placeholder, {{ticket.latest_public_comment}} to the required notification to add the public note comment in the notification. You would also have the option to add various placeholders using the ‘Insert placeholder’ option in the email notifications. Feel free to reach back to us for any further questions. Have a good day!  Cheers,

2
A
Community Debut
3 months ago
O
Apprentice
Olvina.5Apprentice
asked in How do I....?

Agent Status Extraction

Hi Olivina,  Apologies for the delay in getting back here. Regarding the reported issue with agent statuses in reporting, are you not able to see the statuses you have configured in your helpdesk? It would be great if you can elaborate more on the issue with relevant screenshots to help you accordingly. Also, please share your account URL with us for better reference.  Cheers,

1
hemanth.ramya
Community Manager
3 months ago
haaarshgada
Community Debut
haaarshgadaCommunity Debut
asked in Automations and Workflows

Email marked in cc Undelivered.

Hi Harsh, Apologies for the delay in getting back here. We see that you have already raised a ticket with us and your issue has been addressed by our support team. Feel free to reach back to us if you have any further questions in the future.  Cheers,

1
hemanth.ramya
Community Manager
3 months ago
F
Apprentice
fpernetApprentice
asked in How do I....?

New ticket default field values

Hi @fpernet  Greetings for the day. I’m afraid we do not have an option as such to modify the default values associated to status and priority on the New email page. However, you can make use of Ticket templates feature in Freshdesk to set the ticket field values in one go. Please refer to this article to get detailed insights on the same.Feel free to drop a note here for any further queries. Cheers

1
hemanth.ramya
Community Manager
3 months ago
emilyallison
Apprentice
emilyallisonApprentice
asked in How do I....?

Update signature in autoresponder emails

Hi @emilyallison  Greetings for the day. :)Yes, @Paul123321 is right. You can navigate to Admin > Workflows > Email notifications > Requester notifications > Agent Closes the Ticket and change the content and signature as per your requirements. Please make sure to save the changes to reflect the same in the notifications. Hope this helps! Feel free to drop a note if you have any further questions.  Cheers,

2
hemanth.ramya
Community Manager
3 months ago
H
Apprentice
hraynerApprentice
asked in Portals, Emails & Other Channels

Removing Customer Support Portal

Hi @Max_Pownall,  Greetings for the day!Upon checking your account details, we can only see one portal associated with your Freshdesk account. In this case, this portal would be considered as the default primary portal and cannot be hidden or toggled off from accessing for customers or agents. Feel free to drop a note for any further help.  Cheers,

3
hemanth.ramya
Community Manager
4 months ago
AkaCarioca
Contributor
AkaCariocaContributor
asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Glad to hear that, @AkaCarioca. :)Feel free to drop a note for any help in the future. Cheers

5
hemanth.ramya
Community Manager
6 months ago
wooley88
Apprentice
wooley88Apprentice
asked in How do I....?

Restricted access.

Thanks for sharing the details, @wooley88.We have fixed this for you, can you please check if you are able to raise tickets from the customer portal now? Looking forward to hearing from you. Cheers, 

5
wooley88
Apprentice
6 months ago
AkaCarioca
Contributor
AkaCariocaContributor
asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Thanks for getting back to us, @AkaCarioca.Can you please share a screenshot of the error message you received when saving the custom mailbox configuration? Also, it would be great if you can share the HAR file when receiving the error. Looking forward to hearing from you.

5
hemanth.ramya
Community Manager
6 months ago
Malfie P
Apprentice
Malfie PApprentice
asked in Portals, Emails & Other Channels

Yahoo recipients are not receiving emails

That’s unfortunate, @mannnysavea. Can you please share/DM us the ticket and requester samples for which the issue is encountered? Also, it would be great if you can elaborate more on the notifications you received. Looking forward to hearing from you. Cheers,

16
M
Community Debut
6 months ago
wooley88
Apprentice
wooley88Apprentice
asked in How do I....?

Restricted access.

Hi @wooley88  We understand you receive this error while trying to submit a ticket in your customer portal. Kindly share/DM your Freshdesk account URL and we can get this fixed ASAP. Looking forward to hearing from you. Cheers,

5
wooley88
Apprentice
6 months ago
Malfie P
Apprentice
Malfie PApprentice
asked in Portals, Emails & Other Channels

Yahoo recipients are not receiving emails

Hello everyone,Apologies for the delay in response here.  We understand you have been facing issues with email delivery for Yahoo recipients in specific. We did see this happening due to Yahoo's rate limit getting exhausted. Our team has added some new IPs for Yahoo MSP, which should ideally decrease the issue occurrence and not be faced anymore.Kindly let us know if you still encounter issues and share/DM us the following details to resolve the issue-Your Freshdesk URL  Ticket ID(s) of such cases. “Requester email address” corresponding to the Ticket ID above. Cheers,

16
M
Community Debut
6 months ago
D
Apprentice
DiegoFApprentice
asked in Portals, Emails & Other Channels

Forwarding an email message to support address

Thanks for sharing the details via DM, @DiegoF.  We have raised a ticket for you, and our support team will reach back to you via the same.Have a wonderful day. :) Cheers!

5
hemanth.ramya
Community Manager
6 months ago
D
Apprentice
DiegoFApprentice
asked in Portals, Emails & Other Channels

Forwarding an email message to support address

Hello @DiegoF, That should not be the ideal behavior. Can you please share/DM us your Freshdesk account details to troubleshoot this further? Also, kindly help us with the headers of the email where you encountered the issue. Refer to this article to fetch the same. Looking forward to hearing from you. Cheers, 

5
hemanth.ramya
Community Manager
6 months ago
AkaCarioca
Contributor
AkaCariocaContributor
asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Hi @AkaCarioca Welcome to Freshworks Community. :) We are happy to help you, please let us know your requirements with Freshdesk and we can address them accordingly. It would be great if you can share your usecase more in detail and add relevant screenshots if possible for better reference.  Cheers,

5
hemanth.ramya
Community Manager
6 months ago
bilel hamadi
Contributor
bilel hamadiContributor
asked in Ticketing & Agent Productivity

Change a public note in ticket to private

Hello @martrevisan,We totally understand your point here. Unfortunately, we do not have an option to update public note to private note or vice versa at the moment. However, we would be happy to take this as feedback to our product teams and make some noise when we bring this up as a product enhacement. Feel free to drop a note here incase of further queries :) Cheers!

5
hemanth.ramya
Community Manager
8 months ago

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