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Replies posted by namrata.sugathan

24 Replies

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markus.finsterContributor

posted in Archives - Freshdesk

How does the Thank you Detector work?

Hello Markus,Freddy will keep a ticket closed only if it is highly confident. That is, it has to be at least 90% confident. Also, Freddy keeps learning from the following events : 1) When an agent manually reopens a ticket after Freddy kept it closed - This is a feedback that similar tickets should be reopened in the future.2) When an agent closes a ticket that Freddy reopens - This is a feedback that such tickets should remain closed in the future.Please use this link to check out Freddy's confidence level to keep a ticket open or closed. https://thankyou.freddyproject.com/ Also, I hope you have configured the thank you detector as mentioned in this article by modifying the Observer rule. https://support.freshdesk.com/support/solutions/articles/50000000040-setting-up-the-thank-you-detector You could create a custom ticket list view that shows all your closed and resolved tickets by using only the status filter and then saving that view. By doing so you can keep an eye on your closed

soporte_20500Apprentice

posted in Archives - Freshdesk

Your account has been temporarily blocked Please contact customer support for help!

Hello there,Apologies for not having been active here. I believe this has been resolved by our support team.Please reach out to support@freshdesk.com if you face any issues and one of our support heroes will get it sorted for you.Cheers!

salvador.palominoApprentice

posted in Archives - Freshdesk

Freshdesk account blocked

Hello there,Apologies for not having been active here. I can see that our support team has resolved this issue for you.Please reach out to us at support@freshdesk.com in case you have any other queries or issues.Cheers!

marianoApprentice

posted in Archives - Freshdesk

Unable to password reset one of my agents

@Aurora Apologies for not having been active here. I believe everything is fine now. Please write to support@freshdesk.com if you have any other queries or issues and we'll be glad to assist you.Cheers!

scott_18612Apprentice

posted in Archives - Freshdesk

Merging two tickets deletes all created notes in non primary.

Hello Patrick,Apologies for the delay in getting back. I understand your frustration here.Please note that when two tickets are merged,the notes from the secondary ticket do not get deleted. All the replies and notes from that ticket will be added as respective replies and notes in the primary ticket and the secondary ticket is closed at the time of merging. Upon checking your primary ticket you would be able to find the notes transferred from the secondary ticket sorted in chronological order. Also, the activities pertaining to replies will now be a part of the primary ticket.The consequences of merging a ticket are explained in detail in this article as well for your reference - https://support.freshdesk.com/support/solutions/articles/80180-merging-two-or-more-tickets-together Please write to support@freshdesk.com if you have further concerns or queries regarding this and our support team will help you understand and have it sorted.Cheers!

haraldApprentice

posted in Archives - Freshdesk

Freshdesk does not load in Firefox

Hello everyone!Sorry for not being active in this thread. I hope the issue is fixed. Since things worked fine in a private window, clearing the cache and cookies in the regular mode should have helped. Does this issue still persist despite clearing the cache-cookies?If yes, please drop an email to support@freshdesk.com and we'll have it sorted for you.Cheers!

collymoresApprentice

posted in API and Webhooks

Can't select an assigne in Jira ticket integration

Hello Luke and Nico,Apologies for the delay in getting back. Yes, we did face an issue with the reporter and assignee fields not getting populated. This was due to an API response change made at JIRA's end. Updating your JIRA app from admin-->Apps should have fixed this issue.Please drop an email to support@freshdesk.com if you still face any similar issues and our support team will help you get it sorted.Cheers!

giuseppe.giudiceApprentice

posted in Archives - Freshdesk

We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.

Hello there!Apologies for being late to revert.@Giuseppe I hope you no longer face this issue. @MitchThis error message is generally displayed when there's a network issue or due to cache-cookies. Please check if you face this in an Incognito window or different browsers as well.If both the issues persist, please drop an email to support@freshdesk.com and we'll have it investigated further for you.Cheers!

natan.mendezApprentice

posted in Archives - Freshdesk

No puedo entrar a mi cuenta

Hello,I do see that your portal is currently active and in running state.Does this issue still persist? If yes, please try to log in using a different browser or an incognito window. Despite doing that if it doesn't let you in, please drop an email to support@freshdesk.com with more details such as the email address and specificity of the issue so that we can help you get it sorted. Cheers!

rickymelvilleApprentice

posted in API and Webhooks

reported via phone

Hello everyone,Apologies for not being active in this thread. As @Markhas correctly said, it is currently the product behavior that the source is phone when an agent creates a ticket on behalf of the customer. While it isn't possible to alter the source from the UI you can update the source using API.Here's how : Request type : PUTUse this : https://domain.freshdesk.com/api/v2/tickets/[id] In the body : { "source": 7} There are various numbers that correspond to the sources and they need to be assigned accordingly. Also, please note that all the mandatory fields have to be included in the body for this to work. Here's our API document for reference : https://developers.freshdesk.com/api/#update_ticket Please write to support@freshdesk.com if you need any assistance with this. Cheers!

kirti.kumarApprentice

posted in Archives - Freshdesk

CTI Integration

Hello Kirti,I believe your queries have been answered by our support team. Please write to support@freshdesk.com should you need any further assistance.Cheers!

niclas.junsvedApprentice

posted in API and Webhooks

Populating dropdown

Hello Niclas,Apologies for the delayed response. We do have dependent and dynamic ticket fields using which you can achieve what you are looking for. Please have a look at these articles for your reference :1) https://support.freshdesk.com/support/solutions/articles/37599-using-dependent-fields-in-your-ticket-form 2) https://support.freshdesk.com/support/solutions/articles/212889-creating-dynamic-sections And all these values have to be created from admin-->Ticket fields. Please write to support@freshdesk.com stating your specific requirements and flow so that we can help you get this sorted.Cheers!

adamosoftwareApprentice

posted in API and Webhooks

webhook when contact or company info is updated

Hello Adam,Apologies for the delayed response. I believe you'd taken this up with our support team. Please write to support@freshdesk.com for any queries or issues and we'll help you get it sorted at the earliest.Cheers!

support_20491Apprentice

posted in Archives - Freshdesk

Error Message on creating a new trello card from Freshdesk

Hello!Apologies for not having been active on this thread. I see that your issue has been addressed by our support team. Please reach out to support@freshdesk.com if you face any issues again.Cheers!

andrew.kavanaghApprentice

posted in Archives - Freshdesk

Widget usage stats

Hello Andrew,Apologies for not being active on this thread. I believe your queries regarding this have been answered by our support team. Please reach out to support@freshdesk.com for any other questions or issues and one of our support ninjas will help you get it sorted.Cheers!

peter_20689Apprentice

posted in API and Webhooks

Freshdesk and the new Slack app

Hi Peter,Apologies for not having kept this thread active. I do see that your issue has been addressed by our support team. Please feel free to write to support@freshdesk.com if you face any issues and we'll get it sorted.Cheers!

jacob.retsamApprentice

posted in Archives - Freshdesk

How to change the [Name] of the message "[Name] powered by freshdesk" at the end of emails ?

Hi André,The name that appears in the message is your Portal name. Please go to admin-->Portals and change the name of your portal to anything you like and that would change the name accordingly in the message : 'Portal name' powered by freshdesk.Cheers!

ewillisApprentice

posted in Archives - Freshdesk

Dashboard and Ticket errors

Hello Ewillis,Apologies for having left this thread hanging. I did notice that a ticket was created for this where it was discussed further . Hope you are not facing similar issues anymore. Such errors generally get thrown due to network problems, firewall effect, or browser cache. Having said that, each case will have to be uniquely investigated for the root cause. Please write to support@freshdesk.com if you face any such issues and we'll be more than happy to be of help.Cheers!

rlariaApprentice

posted in Archives - Freshdesk

Disable SignUp

Hey Ewan,Please go to admin->Portals-->Customize portal-->Stylesheet and paste this to hide the sign up button : a[href*="/support/signup"]{ display:none; } Cheers!

loup.rouanApprentice

posted in Archives - Freshdesk

403 Forbidden

Hi there! Thanks for bringing this to our attention. We've fixed this now. Please have it checked and let us know if the issue persists. Cheers!

c.trumplerContributor

posted in Portals, Emails & Other Channels

403 Forbidden after submit a ticket.

Hi Cyril, Thanks for bringing this to our attention. We've now fixed this. Please have it checked and let us know if the issue persists.Cheers!

c.trumplerContributor

posted in Portals, Emails & Other Channels

403 Forbidden after submit a ticket.

Hi Cyril,I was able to successfully create a test ticket in your account from the portal.Is the issue specific to any particular user? Also, please give it a try once in an incognito window and let me know if it works.

martin.trobbianiApprentice

posted in Archives - Freshdesk

Problem with the Portal

Hello Martin, I could see that a ticket was created for this issue which is now resolved. Please reach out to us again in case you face any other issues and we'll be glad to assist. Cheers!

lorenz.raschApprentice

posted in Archives - Freshdesk

Adding contact with umlaut in email gives "Another contact exists with the same email" error

Hey Lorenz,Thanks for bringing this to our attention. We've created a ticket to track this and will keep you posted via email. :)Cheers!

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