Visit Freshworks.com Visit Freshworks

Replies posted by julia.a

15 Replies

S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - November 2022Release Notes

Why can you only export but not import canned responses?

373713
julia.a
Skilled Expert
1 year ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - November 2022Release Notes

Hi @julia.a, This is in our roadmap and you can expect this to be out soon. @aileen.mary Good to know, I also already created an Idea on this here.

373713
julia.a
Skilled Expert
1 year ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - November 2022Release Notes

hello, so the new update have “Agents can now choose between 30, 50, and 100 tickets per page “  But i cant find how to setting view like that You need to request them to activate it for you, I asked the same thing here.

373713
julia.a
Skilled Expert
1 year ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - November 2022Release Notes

There is still no Canned Response search in the updated view.  I have many CRs over several folders.  It would be very helpful to be able to search for them like I can with Automations. @gzimmerman: I agree and have already raised an Idea about this here, please upvote it: 

373713
julia.a
Skilled Expert
1 year ago
Oriol Ripoll
Apprentice
Oriol RipollApprentice
asked in Automations and Workflows

Organising Scenarios

@reuven Feel free to upvote my Idea here:@Jebas And even within a ticket you cannot search for their contents, only for their titles.

7
Ramona
Community Debut
1 year ago
Steve C
Skilled Expert
Steve CSkilled Expert
asked in Ticketing & Agent Productivity

AHT Functionality

What you can do though:When setting up your report in Analytics you can group the Average Handling Time by Group to see the time for these specific groups - despite tracking it for all of the tickets.

3
Steve C
Skilled Expert
1 year ago
RZ_Scotlynn
Apprentice
RZ_ScotlynnApprentice
asked in Ticketing & Agent Productivity

Open attachment in browser (Chrome, Edge) instead of download. (PDF files)

Here’s the Idea for you all to upvote:@RZ_Scotlynn @hugues @TWarman @manns @lthib @Carey @alopiccolo @MonikaC @ACameron @brownae 

11
P
Community Debut
3 months ago
BobBell
Apprentice
BobBellApprentice
asked in How do I....?

Change agent name

Go to Freshdesk/Admin/Agents Click on the pencil icon next to the agent There you should see a blue info box where you can click a link redirecting you to https://YOURACCOUNTURL.freshworks.com/users-groups/users/ There you can edit their profiles incl. namesDoes that work for you?

4
eeha0120
Skilled Expert
8 months ago
jllaudet
Contributor
jllaudetContributor
asked in Automations and Workflows

smiley face in satisfaction surveys - Freshdesk Support Desk

This has been raised as an Idea here too, please make sure to upvote it: 

3
julia.a
Skilled Expert
6 months ago
Mandana
Contributor
MandanaContributor
asked in Freshdesk – Paris User Network

Forward a ticket does not work

I don’t have the same issue but have you reached out to their support yet? If not, I would recommend to write them directly at support@freshdesk.com

3
Mandana
Contributor
5 months ago
Mandana
Contributor
MandanaContributor
asked in Freshdesk – Paris User Network

Forward a ticket does not work

Oh, and have you checked if you or the agents who have this issue have a Role that allows them to forward tickets? Because that option can also be deactivated on a Role basis.

3
Mandana
Contributor
5 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Default Requester notification

You tagged your request with Freshservice but posted it in the Freshdesk community.Freshdesk: Go to Admin > E-mail notifications - there you can select which notifications you wanna have sent to the requester

1
julia.a
Skilled Expert
1 month ago
N
Contributor
nmolletContributor
asked in Ticketing & Agent Productivity

Freshdesk: When will we have a time format setting?

We also do not understand why Freshdesk apparently does not manage to offer the 24h format for years. It would certainly not be a problem from a development point of view, as the actual data still keeps the 12h format. It's purely a formatting issue on the front end. Anyway, the competition at Zendesk offers a 12h or 24h hour format - self configurable. If Freshdesk really wants to be an alternative to that, then that needs to be integrated. Likewise, the bumbling German translation in the ticket lists (wrong syntax) as well as missing translation in other places should be gotten under control. I would be happy for Freshdesk to provide a list here - if I knew that it would really be implemented (in a timely manner). The answers from support have been disappointing so far. @cruisevision Feel free to add your list of wrong German translations here: 

7
julia.a
Skilled Expert
1 month ago
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

@alyssia.correa The SME page is broken - this is what it looks like in Chrome and Firefox: 

29516
Casey B
Community Debut
9 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Customize your CSAT surveys with the upgraded CSAT module - Available on-demandProduct Update

Does this prevent CSAT surveys from being accidentally sent to customers when a ticket gets merged?  We currently cannot use the CSAT autoresponse feature based on status as merged tickets are treated as “closed” which triggers an improper CSAT email.   Good point! Never thought of that and must be something they did not consider, but ever since we are using the CSAT surveys (old version) we’re having them sent when tickets go to “Solved” - maybe that works for you as well?

16785
Z
Community Debut
12 days ago

Badge winners

Show all badges
Terms of UseCookie settings