Replies posted by JulianeB

12 Replies

JulianeBSkilled Expert

How can I filter tickets using contact or company fields ?

Thanks for the link about this feature. I’m not sure that would be enough for my need but I’ll study it to know if it is worthwhile to upgrade.

5 months ago

JulianeBSkilled Expert

asked in Automations and Workflows

Duplicate tickets when the customer use both addresses

Thanks a lot Juliana.Your second answer is exactly what I wanted : I don’t know yet how I will segregate those answers exactly but at least, I know how to distinguish them now. 😁And I’ll have a look at automerger. I have a loooooot of issues that could be solved with some automated merges so even if it is not the perfect solution for my current problem, I think it might help me a lot.

1 year ago

JulianeBSkilled Expert

asked in Ticketing & Agent Productivity

Bug : list ordered by deadline

I actually had an answer a little while ago, when I reached the Support directly. The problem came from my current plan (Blossom) while the SLA management is only available for Pro plan onwards. And this is a SLA management functionality. I asked that, in this case, the sorting option would be deactivated for the lower plans and that seems to be in the roadmap.

1 year ago

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

How to automatically modify contact when someone transfer a mail to the support

Hi Vinothkumar, I’m sorry, I didn’t see your response earlier to thank you for your help. I already have this option activated. Does this means that I only have to make sure that the people who transfer e-mails from our customers are agents ? It would mean creating a bunch of new agents (all our salesmen actually) but this is enough, that would be more than acceptable.I’m going to try it with my current agents to check the limits but I already love this answer. OK, for the 2nd option, I guess it will have to wait for us to be ready to plug 3CX directly to Freshdesk (and we ARE working on custom apps to update our contacts from our main software).

2 years ago

JulianeBSkilled Expert

asked in Automations and Workflows

How can I take agent holiday into account

Hello Keer,I am using automation rules. Something like :IF the customer have « a specific contract » AND the referent is « Chris » THEN I assign to the agent « Christophe » But I don’t see the « Check agent status » button in my automation rules (and I don’t see any « Out of Office » option on my agents). Is this available only in certain plans ? I currently use Blossom.

2 years ago

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

How to automatically modify contact when someone transfer a mail to the support

I add that I have another similar need : I receive automatic message from my 3CX when we miss calls, with the phone number in it.I have to manually change the contact to know who called.We can’t yet link directly 3CX to Freshdesk as 3CX is currently linked to our custom CRM.So I would like to do something similar : IF it is an email from my 3CX AND the email starts with a phone number AND the phone number exists in my contact list THEN change the contact to the one with the phone number.

2 years ago

JulianeBSkilled Expert

asked in Automations and Workflows

How can I tag many tickets at once ?

Sorry, I just realized how I could do it for existing tickets :For all my history tickets, I create a time trigger rule that change one of their properies (like a new status « Archive with tag » In parallel, I created several update triggers that react to the new status « Archive with tag » and filter with the keyword to give the tag Can I have several update triggers on the same event ? The event would be « the status goes from “Archive” to “Archive with tag” » and I would want each update trigger to search for a list of keywords to add one tag. Would the result be that some tickets would get several tags from the different triggers ?

2 years ago

JulianeBSkilled Expert

asked in Automations and Workflows

How can I tag many tickets at once ?

Hello, I’m sorry, I don’t see how I can use the time trigger. The way I understand this, I can filter the tickets on their properties and/or their « time status » (number of hours since opening, etc) but I can’t filter on keywords (in subject and/or content).Filters (in french) in the time trigger automation Also, regarding your query on solutions, can you please elaborate more on the same and share your usecase in detail to help you out with the best possible solution.For this, I was just saying that, later, I will use solutions for my knowledge base and add the tags in them to search for them easily. I don’t have any problem with it, on the contrary. This is what I want to do. I just said that I can’t use them now because we didn’t write many articles yet. And I want to use the 14000 e-mails that I am uploading as tickets in Freshdesk in the meantime.

2 years ago

JulianeBSkilled Expert

asked in Automations and Workflows

How to forward a ticket to an external mail with scenarios

Great ! This is exactly what I needed !Thank you !

1 year ago

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

Can I schedule recurring mails from Freshdesk

Thanks Keer,I had a look at the proactive outreach feature in your link. It still seems to me that you can’t use it as a recurring process, am I correct ? Don’t get me wrong, I am quite happy with it anyway (one action every month is way better than having to find all customers and send them the same mail individually). I just to make sure I don’t miss anything. I also searched the functionalities of Google Calendar (because it was a solution I found suggested in another topic) but I don’t get how I could use it to send properly formatted e-mails every month

7 months ago

JulianeBSkilled Expert

asked in Apps and Marketplace Integrations

How to integrate Freshdesk with a custom CRM

Hi,I have another question. I understand that the Custom App is available only in the Garden plan (and larger). However, I can see it in Admin > Application > Freshdesk Developpers.Does this mean that I can create a new app but not use it in our environment ?Do I have to change my plan and get Garden to create such a bridge between our systems ?

2 years ago

JulianeBSkilled Expert

asked in Apps and Marketplace Integrations

How to integrate Freshdesk with a custom CRM

Thanks a lot. That is what I needed. I really didn’t know where to start.

2 years ago

Replies posted by JulianeB

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