Visit Freshworks.com Visit Freshworks

Replies posted by naresh.narendernath

42 Replies

M
Apprentice
muhammad.rizalApprentice
posted in Automations and Workflows

New Ticket Email Not Send

Hi Muhammad,Hope you're doing well!Can you please confirm if the Email notifications for New ticket created and Ticket Assigned to Agent have been toggled on? You'll be able to find this configuration by navigating to Admin > Helpdesk Productivity > Email Notifications > Agent/Requester Notifications. You can toggle On/Off the appropriate setting according to your requirements. What are the different email notifications and how to use themHope this helps!Cheers!

1
N
Community Debut
4 years ago
J
Apprentice
jfloresApprentice
posted in Archives - Freshdesk

incoming emails problem

Hi Sky,Are you still facing issues with emails not being converted as tickets? If yes, please write to support@freshdesk.com along with the email headers of the email that reached your support mailbox but did not convert as a ticket. One of our support ninjas will be able to check the logs and provide you with the reason as to why email-ticket conversion did not take place. Cheers!

4
N
Community Debut
4 years ago
R
Apprentice
ron_18162Apprentice
posted in Archives - Freshdesk

New agent does not get invitation

Hello Robert,Are you still facing issues with your agents not receiving the Agent activation email? Can you please confirm if the email is not in the spam folder of your mailbox?Please write to support@freshdesk.com and one of support engineers will have the issue resolved for you. Thanks!

3
N
Community Debut
4 years ago
P
Apprentice
paulo.stohlerApprentice
posted in Archives - Freshdesk

E-mail notification from Freshdesk not Working

Hello Paulo,We haven't had any issues with our email servers as such. Can you confirm if the Email notifications have been toggled on?You'll be able to find this configuration by navigating to Admin > Helpdesk Productivity > Email Notifications > Agent/Requester Notifications. If you're still facing any issues with email notifications, please write to support@freshdesk.com so that one of our support engineers can troubleshoot the issue right away. Thanks!

1
N
Community Debut
4 years ago
J
Apprentice
jacque.reynoldsApprentice
posted in Archives - Freshdesk

First Character in Time Log note section does not appear

Hi Jacque,We are happy to work with you on this and fix the same for you. A ticket is logged with our support stars and you should be hearing from us shortly.Thanks!

1
N
Community Debut
4 years ago
T
Apprentice
talmiApprentice
posted in Archives - Freshdesk

No activation emails sent to my agents

Hi Favour,Are you still facing issues with your agents not receiving the Agent activation email? If yes, please write to support@freshdesk.com and one of support engineers will have the issue resolved for you. Can you confirm if the email is not in the spam folder of your mailbox?Thanks!

6
N
Community Debut
4 years ago
M
Apprentice
micahApprentice
posted in Archives - Freshdesk

using a 1440 monitor the "table view" does not fit the width of the screen

Hi Folks,We heard you. This sure is one of the popular asks from our crowd! Our product managers are exploring the possibilities to accommodate this in the near future. Please keep an eye out on our track of updates. We would make sure to notify when this is available.Cheers!

2
N
Community Debut
4 years ago
O
Apprentice
omatokApprentice
posted in Archives - Freshdesk

upload image take long time

Hi Ofir,Are you still facing issues/delay while uploading the images in your replies? Please write to support@freshdesk.com and one of support engineers will have the issue resolved for you.Thanks!

1
N
Community Debut
4 years ago
J
Apprentice
juanpedromermozApprentice
posted in Archives - Freshdesk

You are not authorized to access this Freshchat account.

Hi Juan,Are you still facing issues with logging into your Freshchat acconunt? If yes, please drop an email to support@freshchat.com and one of our support ninjas would be able to resolve your issue right away. Thanks!

1
N
Community Debut
4 years ago
F
Contributor
facebook_18807Contributor
posted in Archives - Freshdesk

Table view does not fit whole screen on a 4K monitor

Hi Folks,We heard you. This sure is one of the popular asks from our crowd! Our product managers are exploring the possibilities to accommodate this in the near future. Please keep an eye out on our track of updates. We would make sure to notify when this is available.Cheers!

4
N
Community Debut
4 years ago
K
Apprentice
kostastestisApprentice
posted in Archives - Freshdesk

Disable agent e-mail notifications on Sprout

@Kostas, We have logged this as a ticket for you and one of our support stars would be assisting you shortly.Cheers!

2
N
Community Debut
3 years ago
A
Apprentice
anamaria.marinescuApprentice
posted in Archives - Freshdesk

child ticket sensitivity

Hello Ana,Ideally, this shouldn't be the behavior. We have logged this as a ticket for you and one of our support stars would be assisting you shortly.In the meanwhile, could you please clear the browser cache\cookies once and try creating a child ticket and see if it stays that way?Cheers! 

1
N
Community Debut
3 years ago
O
Apprentice
oliver.jaguschApprentice
posted in Archives - Freshdesk

Escalation only while business hours

Hello there,For now, we do not have an option to send automated emails only during the business hours. We are happy to explore the possibilities of this feature being picked up and reach out to you if there are any updates. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks.Cheers!

2
N
Community Debut
3 years ago
G
Apprentice
giorgi-zinuliApprentice
posted in Archives - Freshdesk

Unity,Facebook Ads

@Jemali,Hope you're doing well. We have logged this as a ticket for you and one of our support stars would be assisting you shortly.Cheers!

1
N
Community Debut
3 years ago
A
Apprentice
admin_18517Apprentice
posted in Archives - Freshdesk

Forwarded eMail shows as .eml file

Hi Manuel,Are you still facing issues while forwarding emails? Please write to support@freshdesk.com and one of support engineers will have the issue resolved for you.Thanks!

1
N
Community Debut
3 years ago
J
Contributor
jacovContributor
posted in Archives - Freshdesk

Knowledgebase doesn't show up on Search Engines

Hi Jacov,This could be due to the meto tag being added. Are you still facing the issue?Please write to support@freshdesk.com and one of support engineers will have the issue resolved for you.Thanks!

1
N
Community Debut
3 years ago
S
Apprentice
shadineApprentice
posted in Archives - Freshdesk

Forward an email send from a contact page

Hi Sofiane,This can be due to autosubmitted-autogenerated tag that will be added in the headers when the From and Reply-to addresses are same. This will not allow a ticket to be created. Are you still facing the issue?Please write to support@freshdesk.com and one of support engineers will have the issue resolved for you.Cheers!

1
N
Community Debut
3 years ago
J
Apprentice
julia.whyteApprentice
posted in Archives - Freshdesk

Review Agent's Personal Canned Responses

Hi Julia,For now, we don't have the ability to review the canned responses that the agent's set up. Thanks for your insightful feedback. We are happy to explore the possibilities of this feature being picked up and will notify you once there's an update on this.Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks. Cheers!

1
N
Community Debut
3 years ago
S
Apprentice
sr.venkatesh1324Apprentice
posted in API and Webhooks

Create a ticket without mandatory field via API

Hi Venkatesh,Apologies for the delay in getting back. We have logged this as a ticket for you and our support team will be in touch with you shortly.Thanks!

1
N
Community Debut
3 years ago
S
Apprentice
shelley.nelsonApprentice
posted in Archives - Freshdesk

Want to "Send activation email" automatically to unverified cc'd contacts, but do not want to "Send activation email" to all newly created contacts

Hi Shelly, Hope you're doing well.  If you toggle OFF the "User Activation Email" in Admin > Email Notifications > Requester Notifications, I'm afraid none of the requesters will be able to receive the activation email to verify the email address which will help them log into the support portal to raise/view tickets.  ​ Also, when a requester writes to your support email address keeping certain users under CC of the email, only the requester of the ticket will be getting the activation email provided the "User Activation Email" was toggled ON.  ​ If you'd want the CC'ed users also to verify the email address so that they can view the tickets by logging into the portal, you can add them as contacts in your Freshdesk and send the activation email manually.  ​ Hope this clarifies.  ​ Cheers!

1
N
Community Debut
3 years ago
R
Apprentice
ryansApprentice
posted in Archives - Freshdesk

FreshDesk Setting Change

Hi Ryan,Currently, it is not possible to edit the priority field as it is present by default and is part of our structure. Furthermore, the priorities are tied to the SLA policies and are hard coded into the Freshdesk system.Also, you'll be add custom statuses like "waiting on customer" to your status field. By default, every ticket in Freshdesk can have one of 4 statuses: Open, Pending, Resolved or Closed. Additionally, if you are on the Blossom or higher plans, you can also create your own ticket statuses based on your business and use them to define specific stages that a ticket can be in or go through, during your support process.Hope this clarifies. Cheers!

1
N
Community Debut
3 years ago
S
Apprentice
svante.b37Apprentice
posted in Archives - Freshdesk

Prevent going back to list after send and mark as closed

Hi  Svante,Once you draft your reply and hit the button "Send and set as closed" the system analyzes that the ticket has been closed and no further activity needs to be done on the ticket. The ideal way to perform actions here is that, we'll have to update the properties of the ticket first and then send the reply by hitting the  button "Send and set as closed". You can either just send the reply and then update all the properties or update all the properties at one go and send the reply and close the tickets. This has been the default behaviour in Freshdesk. The focus assist on the other hand does the following process-  On closing a ticket, it quickly moves to the next available ticket in your queue and not to the list of tickets as this increases agent's productivity. Hope this clarifies. Cheers!

1
N
Community Debut
3 years ago
J
Apprentice
jvanhoornApprentice
posted in Archives - Freshdesk

Hide A ticket Type from the customer Portal

Hi Jvanhoorn, Yes, you can customize the fields that should be visible only to your customers. If you'd like to hide certain fields from the customers, you could do that with the help of the portal customization feature. This would allow you to hide the fields based on your requirements. In case some are mandatory fields, you'd have to pass a dummy value to it before hiding them from the portal.https://support.freshdesk.com/en/support/solutions/articles/65026-complete-layout-customization Hope this helps. Cheers!

1
N
Community Debut
3 years ago
P
Apprentice
patrick_20699Apprentice
posted in Archives - Freshdesk

Freshdesk develop to design support portal

Hi Patrick,I understand that you're looking for help to customise the support portal page. You can write to support@freshdesk.com so that we can loop you to the third party System Integrators who will be able to help you with portal customisation. Hope this helps. Cheers!

1
N
Community Debut
3 years ago
N
Apprentice
nealApprentice
posted in Archives - Freshdesk

How to turn off forum notifications

Hi Neal,If Forum Moderation is turned on, you would receive notification emails for approval, whenever a new Topic is created. You can turn off forum moderation by going to Admin --> Portals --> Settings tab. When you are looking to enable/disable moderation, you will find the option to add an agent's name in there. You can remove yourself from that list to prevent yourself from receiving Forum Moderation emails.Also, if you're following any topic by adding yourself in the watchers list by clicking the star icon in the topics, the Agents added as followers receives email alerts when a new reply is posted. Hope this helps. Cheers!

1
N
Community Debut
3 years ago

Badge winners

Show all badges
Terms of UseCookie settings