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Replies posted by Saira Tehreem

13 Replies

nance7
Apprentice
nance7Apprentice
asked in Knowledge Base

Is it possible to have confidential Articles not visible to all contacts?

Hi @nance7 ,This is very much possible!Try creating a new folder in your Kbase and restrict the visibility to Agents or contact segments based on your use case.You can find more details on setting up your folder visibility in this article. Hope this helps.Happy Freshdesking!

1
K
Community Debut
2 years ago
K
Apprentice
KZawodniakApprentice
asked in Automations and Workflows

Workflow Automator Add "Any" Watcher

Hey @KZawodniak,Could you please clarify where exactly do you see the ‘Any’ option?As far as the Freshdesk automation option to ‘Add a watcher’ is concerned, we do not have an ‘Any’ option. And neither does the one in the ticket details page have the ‘Any’ option.Would you kindly shed more light on your query for us to take this further? Cheers!   

1
S
Community Debut
2 years ago
V
Apprentice
ViroxApprentice
asked in Ticketing & Agent Productivity

Unable to save Ticket sections

Hi @Virox, Could you kindly check if the section name that you are trying to add is already a section name that’s present for a different field? Since the sections should have unique names, there could be a possibility that this is causing the error and not letting you add new section.If this is not the case, please reach out to support@freshdesk.com. We’ll be happy to troubleshoot this further for you. Cheers :)

1
S
Community Debut
2 years ago
jackyjoy123
Apprentice
jackyjoy123Apprentice
asked in Ticketing & Agent Productivity

How to the add custom fields to the Customer records ?.

Hi @jackyjoy123 ,Freshdesk provides you options to create your own custom fields in your customer contact forms and get the details collected from your contacts through these fields. You can also choose to have these custom fields visible and/or editable to your agents and customers.Navigate to Admin>Customer fields, drag and drop any field type you want to the contact form and customize your contact and company fields as per your requirement. Hope this helps!Happy Freshdesking :)

2
jackyjoy123
Apprentice
2 years ago
petergroman
Apprentice
petergromanApprentice
asked in Automations and Workflows

Automating AGED tickets

Hey @petergroman ,You can make use of time trigger automations for your use case.Here’s a sample rule-For the first case For the second caseHope this helps! 

3
hemanth.ramya
Community Manager
2 years ago
R
Apprentice
richarddraperApprentice
asked in Portals, Emails & Other Channels

SSL Certificate error

Hi @richarddraper , If you are using a domain provided by Freshdesk (i.e. your portal address ends with “ .freshdesk.com “), your support portal is automatically secured by default. If you host your support portal on a custom domain and don't have an SSL certificate or your own SSL certificate, then you can request a free SSL certificate that we provide from Let’s Encrypt in your Portal Settings. If you do not see this in your portal settings, please reach out to support@freshdesk.com and we’ll be happy to enable the same for you! Happy Freshdesking!  

1
S
Community Debut
2 years ago
ureee
Apprentice
ureeeApprentice
asked in Knowledge Base

Link to specific section in another article

Hi @ureee , You can make use of anchor tags to have this done as well. To any article link, you can add the anchor at the end and that should be accessible. Here’s a video grab that could be of help!https://share.vidyard.com/watch/947A3i8HtG5vFgbFKV6CXW? Happy Freshdesking! 

1
S
Community Debut
2 years ago
S
Apprentice
StrazITApprentice
asked in Ticketing & Agent Productivity

Create Ticket on Company Renewal Date

Hi @StrazIT, Thank you for choosing Freshdesk :D With regards to your query, We might not really have an option from the UI as of now to remind you of renewal dates, but you could try integrating third party apps like Expiration reminder for Freshdesk , Contract management etc depending on your use case.Hope that helps! Happy supporting! :)

1
S
Community Debut
2 years ago
chipcouncill
Apprentice
chipcouncillApprentice
asked in Automations and Workflows

Multiple Ticket Boards

Hi @chipcouncill, Did you mean that you’d like to have multiple dashboards for your Freshdesk account? If so, that is very much possible using the customisable dashboard feature available for plans Estate and higher. Feel free to leave a comment if this is not what you wanted or if you would require more assistance. Happy Freshdesking! :)

1
S
Community Debut
2 years ago
kevenatbl.ink
Apprentice
kevenatbl.inkApprentice
asked in Portals, Emails & Other Channels

Solutions page error

Hi Keven,We shall discuss this further via the ticket you have logged with Freshdesk support. Do feel free to ping us for further assistance and we would be happy to help :) Cheers!

4
M
Community Debut
2 years ago
T
Apprentice
tlentineApprentice
asked in Ticketing & Agent Productivity

Placeholder for Contact Name

Hi @tlentine ,We love your idea about the {{ticket.latest_public_comment.sender.firstname}} placeholder!We shall pass on your thoughts to be added to our product development calendar and keep you updated as well! In the meanwhile, you can also make use of this article for learning about Freshdesk’s dynamic placeholders.Feel free to add more insights and ideas on this front, We would be happy to hear! :) 

3
MobilityRoute
Community Debut
1 year ago
F
Contributor
fresh_atdContributor
asked in Portals, Emails & Other Channels

Responses from 3rd party forwards created as public responses

Hello @fresh_atd,Thank you for letting us know your thoughts! When the ticket reply is forwarded, and the 3rd party replies to the same email thread, it would get added as a Private note. But when the 3rd party chooses not to reply to the same email thread, I am afraid, Freshdesk does not append them as private notes.But considering that both these emails have been mapped under the same contact, We shall have this cascaded to the product team as feedback and keep you posted on this front! Cheers!

3
F
Contributor
2 years ago
ry4np4trick
Apprentice
ry4np4trickApprentice
asked in How do I....?

Auto write value of dropdown to read-only text field

Hi @ry4np4trick ,Hope you are doing well! First of all, sorry for the delayed response from our end.We get your idea about auto writing the value of the dropdown field to a read-only text field, but here’s something we have in mind for you!You could try out dependent fields from Admin>Ticket fields, wherein you could have the major release version as the category, the minor release version as a subcategory, and the patch number as an item. This way you can ensure you organize your release versions with ease.Here's more information on dependent fields for your reference. Feel free to drop a comment if you’d need anything more on this front! :)  Cheers!

1
S
Community Debut
2 years ago

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