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Replies posted by Keer

288 Replies

K
Apprentice
KaterinaApprentice
posted in Portals, Emails & Other Channels

Translation of Status default list

Hello @Katerina, Good day. I hope you are well :)  I understand you would like to translate the default status options. As of now, we have fedault translations for these fields based on the language and it can’t be defined. However, I understand how helpful it would be and you can share this as an idea here. We can check the feasibility and take this up as a feature request after consulting with our product team. Have a good day! 

1
Keer
Community Debut
1 year ago
O
Apprentice
ops-sapporoApprentice
asked in Automations and Workflows

Error when editing an automation rule

Hello @ops-sapporo, good day!  As far as we’ve seen, the error is thrown if any fields are left blank. Since you have mentioned that you edit it frequently, I believe that should not be the case here. We had a few other customers report earlier this week at they were facing the same error when webhook was one of the actions in the automation rule. May I know if that’s the case here? If so, can you DM us the x-request ID when you are updating the automation rule by following the steps mentioned here?Quick Tip: If trigger webhook is one of the actions, try deleting it, saving and re-adding it to the same rule :) Looking forward to helping you ! 

4
O
Apprentice
2 years ago
S
Contributor
ShanaRContributor
asked in Automations and Workflows

Not Receiving Any Email Notifications

Thank you for the details, Shana. I’ll have a ticket created from our end to have this checked further. Can you kindly DM us your email address?

10
J
Contributor
5 months ago
S
Contributor
ShanaRContributor
asked in Automations and Workflows

Not Receiving Any Email Notifications

I see the emails are not blocked, @ShanaR. Indeed, I sent a test mail to support@careygrouppublishing.freshdesk.com and I can confirm I receieved the notficiation. Are you referring to Agent notifications? If so, can you navigate to Admin > Email notifications > Agent notification and check if everything is toggled on?

10
J
Contributor
5 months ago
S
Contributor
ShanaRContributor
asked in Automations and Workflows

Not Receiving Any Email Notifications

Hello @ShanaR, we can check if the outgoing emails are blocked at your end. Can DM me your account URL please?

10
J
Contributor
5 months ago
SKrutsch
Apprentice
SKrutschApprentice
asked in Automations and Workflows

More Dynamic Ticket Fields

Hello @SKrutsch, I see you are looking to use dynamic fields in not one level but two levels. Ideally, we can set up a flow like this:  Choose an option from the type field > Show a section.But here, it looks like you are trying to have a smilimar flow: Choose a type > Choose a sub-type > Show a section for the subtype.  Please correct me if I am wrong. Though it’s not directly possible, e can achieve this using portal customization by coding a logic such that, we have two fields: A drop down field - This can act as the type field A type field  - This can act as the sub-type field based on which the sections are shownLet’s say, the drop-down field has three values, - A, B, C and Type field has the following options - A1, B1, C1, A2, B2, C2, A3, B3, C3. We can add a section for A1…...C3With the help of portal customization, we can code the following logic: If we choose A, show A1, A2, A3, hide B1, B2, B3, C1, C2, C3. Then if we choose A1, show the fields added in A1 section and

3
Keer
Community Debut
2 years ago
jdaniele
Apprentice
jdanieleApprentice
asked in Automations and Workflows

Anyone else not receiving agent email notifications on Notes?

Hello @jdaniele, it’s unfortuante that you are facing this issue for a long time now. Can you please DM us your ticket Id? I’ll look into the details to get to the bottom of the issue and help you with details to proceed further.Thank you.

2
Keer
Community Debut
2 years ago
LorneH
Contributor
LorneHContributor
asked in Automations and Workflows

Automation triggers for ticket updates not showing all custom fields

Hello @LorneH, good day to you! I see you are trying to set up time triggers but you are not able to find  a field based on which the rule would run. I see order is a text field and as of now you, you would not be able to choose single line text fields while setting up time triggers.  Instead, you can set up a ticket creation automation rule that sets any field to a value when ‘Order’ is X and use the other field to set up a time trigger rule.  Do you think that would be helpful? 

2
LorneH
Contributor
2 years ago
Z
Apprentice
ZeroOneApprentice
asked in Portals, Emails & Other Channels

Ticket Request Error

Hello @Eliud.Geronimo, can you check if the ticket creation is working fine? 

12
hemanth.ramya
Community Manager
2 years ago
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows

Ticket Update Automation - auto close?

That looks odd. Let me have this checked further. Can you DM me your account details?

7
foxcubmama
Skilled Expert
2 years ago
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows

Ticket Update Automation - auto close?

Adding a tag would not reopen the ticket and I wanted to see if you are able to manually close it just to ensure mandatory fields are affecting the rule here. I could see the status was set as closed by the rule  Was the status still not update after the rule ran? 

7
foxcubmama
Skilled Expert
2 years ago
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows

Ticket Update Automation - auto close?

Hello @foxcubmama, I hope you are doing well today. I understand all actions in the automation rule works but the tickets doesn’t close. Can you once confirm if all mandatory fields needed for ticket closure is filled? Just navigate to a ticket in which the rule has been executed but the status has not been changed > Manually try updating the status and see if you are seeing validation errors to filling values for any fields Also, can you share a screenshot of the ‘Ticket Activities’ for us to check the descrepency? Thank you! 

7
foxcubmama
Skilled Expert
2 years ago
Vignesh Raj
Apprentice
Vignesh RajApprentice
asked in Automations and Workflows

Need changes in SLA

Hello @Vignesh Raj, I hope you are doing well. I understand where you are coming from and indeed having an option to reduce the First response SLA less than 15 minutes seems valid in your usecase.  I quickly had a word with our product team and as of now, I am afraid we would not be able to modify the minimum First Response SLA. However, we do have this in our pipeline and we’ll share updates on this front as and when we have them.  Thank you!  

2
a.kislicyn
Contributor
10 months ago
T
Contributor
todd_11602Contributor
asked in Portals, Emails & Other Channels

We are sorry but you have been restricted from this helpdesk webpage

 Hello @todd_11602, good day! We could see that due to the spike in the spam score of your account, the account had been blacklisted which has been fixed now. Can you try creating a ticket and see if everything look’s good?  

1
Keer
Community Debut
2 years ago
JoseR
Apprentice
JoseRApprentice
asked in Automations and Workflows

Email notifications configurations per product

Thank you @vinothkumar.manoharan for taking this up. @JoseR, to add to on to what Vinoth had mentioned, you can toggle off the global notifications by navigating to Admin > Email Notifications > Requester notfiications and set up an automation rule like below: Product-specific notifcations  You can find more details on the same here: https://support.freshdesk.com/support/solutions/articles/225386-how-do-you-send-out-product-based-email-notifications- I hope this helps! 

3
mathewwade21
Community Debut
3 months ago
L
Apprentice
Lars SkjønbergApprentice
posted in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

Hello @brian_c, our apologies for the delay in helping you in this thread. I am glad you were able to set up DKIM which is helping in solving this issue. However, for SPF records, instead of adding email.freshdesk.com, you can include sendgrid.net and any one of the region specific records that suits your account settings. SPF recordsUS - fdspfus.freshemail.ioEU - fdspfeuc.freshemail.ioAUS - fdspfaus.freshemail.ioINDIA - fdspfind.freshemail.io I hope this helps in tackling the number of lookups made. We’ll certainly pass the feedback to our engineering team to see how we can optimise it better. Thanks for elaborating how DKIM covers SPF look up as well in your reply.  Have a good day! 

32
marialovely
Community Debut
29 days ago
Taylor
Contributor
TaylorContributor
asked in API and Webhooks

Where is the documentation for sending hypermedia to AWS through the API ?

Hello @Taylor, this is Keer from Freshworks Community team. Our apologies for the delay in getting back to you on this thread and we certainly are not trying to abandon this topic. We are here to help. I see you are trying to add images to solutuion articles via API and this indeed is possible.  You have to ensure the image is publicly hosted post which you can make use of the same ‘Create Solution Article’ API call, tweak the description to include the image.  {"title": "sample article with API","description": "this is a sample article with some <img src='https://snipboard.io/rFEiRh1.jpg' alt='hehe'>","status": 1}Adding a quick screengrab from POSTMAN for your reference below: Add images to solution articles via API I hope this helps. Let me know if you have any more queries. Have a great day!   

7
EthinixSalon
8 months ago
vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharanSkilled Expert
asked in Automations and Workflows

Need to set up BCC Email for all Communications based on Ticket conditions

Hello @vinothkumar.manoharan, I hope you are doing well. We are glad to have you here as a part of our community. In Freshdesk, you can set up a global BCC by navigating to Admin > Channels > Email > Advanced Settings and choose the option that says 'Set automatic Bcc email'.You could add multiple email addresses in BCC, by separating them with a comma(,). For example, you could add them as a@a.com,b@b.com,c@c.com, and so on.Adding automatic BCC email  As of now, we’ll only be able to add ‘CC’ in the ticket creation automation rule. You can add multiple emails in CC when the ticket properties matches certain conditions. Adding CC in Ticket creation automation rules Do you think this would be help your workflow?

1
Keer
Community Debut
2 years ago
M
Apprentice
Michel BattyApprentice
asked in Ticketing & Agent Productivity

Dashboard Issue

@AlexH13, thanks for proactively checking the filter settings. Can you kindly reply back to our DM with your account details for us to check this further? 

9
alyssia.correa
Community Manager
1 year ago
R
Skilled Expert
RiazSkilled Expert
published in Announcements and Events

Celebrating YOU and the year gone by!News

I am glad we could be a part of this wonderful community :) 

25915
lf3246986
Community Debut
7 months ago
U
Apprentice
USCBApprentice
asked in Portals, Emails & Other Channels

Can't update email address

Thanks for the update, @USCB. We are glad it’s working fine for you now. Have a good day!

3
Keer
Community Debut
2 years ago
H
Apprentice
HaykynApprentice
asked in Automations and Workflows

Auto reply not working on some rules

Hello @Haykyn, good day! We reckon a few rules you’ve set up in your account is not sending out auto-replies. As far as we have seen, there are a few initial checks we could do here:  If you have set up ticket creation automation rules, can you check if you have ‘First’ or ‘All matching rules’ is enabled. Rule Execution Type Can you navigate to a specific ticket, click on ‘Show activities’ and see if the rule has run in the ticket? If not, kindly DM us your account details and we’d be glad to have this checked for you. Have a good day!

1
Keer
Community Debut
2 years ago
S
Top Contributor
shimiTop Contributor
asked in Portals, Emails & Other Channels

Managing PII data in Emails

@shimi, you can add your usecase and which fields you think would be helpful to be added to the redaction feature in our ideas section :)  

12
SecureWithStrac
Community Debut
1 year ago
S
Top Contributor
shimiTop Contributor
asked in Portals, Emails & Other Channels

Managing PII data in Emails

Hi keer, Thanks Sure, @Gerald451. I am glad we could help :)

12
SecureWithStrac
Community Debut
1 year ago
S
Top Contributor
shimiTop Contributor
asked in Portals, Emails & Other Channels

Managing PII data in Emails

As of now, redaction includes only credit card number patterns, @shimi.Redaction in Freshdesk You can find the sequences that would be redacted below:   

12
SecureWithStrac
Community Debut
1 year ago

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