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Replies posted by vinothkumar.manoharan

68 Replies

bresler
Contributor
breslerContributor
asked in How do I....?

Use the same field in more than one field section

Hi @bresler , You can drag and drop the field between sections that are created from the same dropdown field. When you drag and drop, it will ask for an option to choose for moving or copying. This will make sure, there is one field created under a dynamic section and copied to other sections under same dropdown.Hope this helps. 

2
bresler
Contributor
1 month ago
T
Apprentice
thantsakoumisApprentice
asked in How do I....?

Automation to meet First Response Time SLA

Hi @thantsakoumis ,Yes, this can be achieved using Webhook option in Ticket creation rule. Navigate to Automations > Ticket > Ticket Creation > New Rule and set up a rule with conditions as per your requirement. If you want to send an automated first response on all the tickets, then the conditions of the rule can be as follows      Priority is Low, Medium, High, Urgent In cases you want to send an automated first response on a ticket only in specific scenarios, please set up the conditions on the rule as per your business requirement. You can customize the content of the API call further as per your requirement. Here is a sample call {"body" : "<div>We are working on this issue. Will keep you posted.</div>","user_id" : {{ticket.agent.id}},"from_email" : "support@yourcompany.com"} More info here - https://support.freshdesk.com/en/support/solutions/articles/50000003079-webhook-to-automatically-send-a-first-response-on-a-new-ticket Cheers

2
R
Contributor
3 months ago
Z
Apprentice
zberryApprentice
asked in How do I....?

Timeout using Freshdesk

Hi @zberry , If you are an Account admin for your Freshdesk instance, then you will be able to see 9 dots on the bottom left of the screen as shown below. If you are unable to view it, then enable Cookies on the browserFreshworks SwitcherEnabling CookiesOn Clicking it, you will be able to see the Security and will be redirected to the ORG Page of the instance with the URL like <Instancename>.myfreshworks.com/security/agents. Under Session management, you should be able to configure it  

4
Z
Apprentice
7 months ago
scotters
Apprentice
scottersApprentice
asked in Automations and Workflows

Freshdesk Email-to-ticket Append Subject?

Hi @scotters Greetings from Freshworks community.Yes, this is very much possible by using Webhooks on Ticket Creation event. Below are the steps to doGo to Admin → Automations → Ticket Creation Create New rule and Set the conditions and Actions in the Automation rule as shown below Replace the URL with your Instance URL and API Key of your Profile. 

1
vinothkumar.manoharan
Skilled Expert
8 months ago
B
Apprentice
BirdyApprentice
asked in How do I....?

How to change topic labels in forum posts

Hi @Birdy Request to send an email to support@freshdesk.com along with Instance URL and Account name to check further on this Cheers

3
vinothkumar.manoharan
Skilled Expert
8 months ago
B
Apprentice
BirdyApprentice
asked in How do I....?

How to change topic labels in forum posts

Hi @Birdy Greetings from Freshworks community. To understand rightly, you need to define the topics that need to be published in your forum. To enable it, request to refer the below hyperlink articleAdding a “My Topics” section to your community forumsCheers

3
vinothkumar.manoharan
Skilled Expert
8 months ago
Runwolf1991
Apprentice
Runwolf1991Apprentice
asked in Automations and Workflows

Outbound email rules when CCing support email

Hi @Runwolf1991  Greetings from Freshworks Community Firstly, the Support mail transaction is going to be managed by Freshdesk once it is implemented. Hence, the usage of Support mailbox need to be managed from Freshdesk. If an agent onboarded to Freshdesk need to initiate a query to customer, they can use Outbound Email option. With this, ticket will be created with source as Outbound Email and that created ticket can be moved directly to Delete or spam based on automation. More info on this URL - https://support.freshdesk.com/en/support/solutions/articles/211975-the-differences-between-an-outbound-ticket-and-a-normal-ticket. Cheers

2
stonesexy3
Community Debut
10 months ago
S
Apprentice
SujeethApprentice
asked in Portals, Emails & Other Channels

Escalation Matrix

Hi @Sujeeth Hope you had a view of the available articles https://support.freshsales.io/en/support/solutions/articles/218712-how-to-integrate-freshdesk-with-freshsales- https://support.freshdesk.com/en/support/solutions/articles/219923-how-to-integrate-freshsales-with-freshdesk-For better understanding you can provide the list of challenges you’re facing in the integration and also you can send an email to support@freshdesk.com or support@freshsales.com to track the updates. Cheers

1
vinothkumar.manoharan
Skilled Expert
10 months ago
alecordeiro
Apprentice
alecordeiroApprentice
asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi @alecordeiro , Products feature is available from Pro plan and if you are using growth or free, this option will not be available. If the Products option is not there, then the field that shows Product will not be appearing on the Agent screen. To have more insight on this, can you share a screenshot of the page where the product field is showing up and which option you’re using to hide the same. Cheers

7
wolphitdepartment
Community Debut
2 months ago
L
Apprentice
luskentyreApprentice
asked in How do I....?

Add banner to dashboard

Hi @luskentyre ,If you are on Pro or above plan, then you can make use of Announcement option.Refer to this article - https://support.freshdesk.com/en/support/solutions/articles/234371-team-dashboards-setup-and-functionality Cheers 

1
vinothkumar.manoharan
Skilled Expert
10 months ago
AmiChat
Apprentice
AmiChatApprentice
asked in API and Webhooks

Create New Ticket from Google Sheet

Hi @AmiChat , Greetings from freshworks community.Request to use the API method to create whenever a google sheet row or Column data is filled, the Create ticket API can be invoked for creating ticket. You can refer this link on the API Payload information and authentication methods - https://developer.freshdesk.com/api/#create_ticket Cheers

1
vinothkumar.manoharan
Skilled Expert
10 months ago
CedricSynergee
Apprentice
CedricSynergeeApprentice
asked in Ticketing & Agent Productivity

Tickets: delete historiques conversation

Hi @CedricSynergee  Greetings from Freshworks community.To remove the quoted text on every reply, request to make use of the available marketplace app - https://www.freshworks.com/apps/freshdesk/remove_quoted_text/. Cheers

2
CedricSynergee
Apprentice
10 months ago
leetoleeto071
Apprentice
leetoleeto071Apprentice
asked in Portals, Emails & Other Channels

Freshdesk Integration on my site

Hi @leetoleeto071 Greetings from Freshworks communityYou can customize the visibility of the knowledge articles on the Folder level as shown in the screenshot belowKB Folder view for visibility RestrictionIN the Portal page, click Manage Sections in which you can toggle ON the visibility of Knowledge base articles along with folder views as shown below  By enabling these options, you should be able to embed the portal in your website and authenticate it only for the Logged IN users to view it. Revert for any queries. Cheers

2
leetoleeto071
Apprentice
10 months ago
Mandana
Contributor
MandanaContributor
asked in Portals, Emails & Other Channels

Unable to forward a ticket

Hi @Mandana Greeting from Freshworks communityForwarding when you have directly integrated mailbox will consider the rules that are applicable on your exchange. Request to check whether there are any logs on your exchange which is restricting the trigger of email to the recipient. Alternatively, you can try to forward to an internal email having your same domain to make sure whether the issue is with Freshdesk forward trigger or with the exchange. Request to update here once you do a random testing with the internal ID.Note: The Forward button would only forward the last four interactions in the ticket. You can also forward an individual reply from the ticket. Cheers

2
Mandana
Contributor
10 months ago
K
Apprentice
kwan_kwan_12345Apprentice
asked in Portals, Emails & Other Channels

Where to edit New Activity email?

Hi @kwan_kwan_12345  Greetings from Freshworks community.The watcher notification is standard for all accounts and is not customizable inside Freshdesk. Email notifications for ticket creation is available from the Free plan; 'Add watcher' action is available on the paid plans (Growth, Pro, and Enterprise).Alternatively, instead of adding a person as watcher, you can create ticket creation/update rules to send email to Agent (tagged watcher) where the content of the Subject and body can be defined. Cheers

1
vinothkumar.manoharan
Skilled Expert
10 months ago
yankeestom
Apprentice
yankeestomApprentice
asked in Ticketing & Agent Productivity

Schedule a ticket

Hi @yankeestom Greeting from Freshworks community.In the Admin → Ticket Fields → Status , for the “Scheduled” status keep the SLA timer ON.You will be able to view the Resolve by Time on the SLA modal in Ticket details pageCheers

3
yankeestom
Apprentice
10 months ago
Perry.gy
Apprentice
Perry.gyApprentice
asked in Contacts & Companies

assign several companies to one contact no longer possible ?

Hi @Perry.gy Associating mutiple companies to one contact is available in Pro and Enterprise plans.You can refer to this - https://support.freshdesk.com/en/support/solutions/articles/219344-associating-one-contact-with-multiple-companiesLet us know which plan you are IN to check furtherCheers

1
vinothkumar.manoharan
Skilled Expert
10 months ago
M
Top Contributor
MikesterTop Contributor
asked in Analytics, Reports & Dashboards

Auto timer for new ticket by agent

Hi @Mikester Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen.  Cheers

6
vinothkumar.manoharan
Skilled Expert
10 months ago
M
Contributor
markus.finsterContributor
asked in Automations and Workflows

Add a second contact as CC to a ticket

@ry4np4trick Adding CC via automation is available only on a Ticket Creation event. On a ticket Update event, this cannot be automated.

3
vinothkumar.manoharan
Skilled Expert
10 months ago
S
Apprentice
SPLENDID WApprentice
asked in Portals, Emails & Other Channels

Sorting tickets based on contacts

Hi @SPLENDID W Greetings from Freshworks community.Freshdesk support filtering option based on contact however Sorting based on contact is not natively available as an option in the product.Alternatively, you can get the same from the analytics where the pivoted information of the contact to ticket can be arrived based on the metrics. Below URL shows the detail on metrics available in the product. Also, you can check on the curated reports that come with the product for cloning and tweaking it as per your requirement.https://support.freshdesk.com/en/support/solutions/articles/50000000041-support-metrics-in-freshdesk-analytics Cheers,

5
jerry76
9 months ago
laura_armstrong
Apprentice
laura_armstrongApprentice
posted in Ticketing & Agent Productivity

Filter lists on Closed Date

Hi @laura_armstrong The new sign-ups are getting this as a default filter list in the Ticket List page to filter based on Closed tickets duration and can sort the ticket list based on Closed time. Soon it will be rolled out for existing account as well.   Cheers, 

3
wa7154733
Community Debut
9 months ago
sommardahl
Apprentice
sommardahlApprentice
asked in Portals, Emails & Other Channels

Rename the "Example" product.

Hi @sommardahl Greeting from Freshworks community.Great to hear that you have resolved the same. You can also refer to the article below for setting up the Emailhttps://support.freshdesk.com/en/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdeskWhen you mark the email as Verified then customers will receive back the communication via the Email with the Name and Email ID that it is configured with. Freshdesk chooses the same Email box path in which it received the ticket.Cheers

4
Kamakshi V
Community Manager
7 months ago
S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?

How can I add plain text to a dynamic request type?

Hi @Secrecy7919 , Using Portal customization, you can add a line of text to the page.Step 1:Add the following jQuery ref link to the Layout - Head Page (Admin->Portals->Customize portal-> Pages→Layout → Head)<script src="https://ajax.googleapis.com/ajax/libs/jquery/3.6.1/jquery.min.js"></script> Step 2:Go to Admin->Portals->Customize Portal->Layout&pages->Portal pages->New ticket1. Enter the following line of code below <section class="content main rounded-6 fc-new-ticket"> as seen in the screenshot on the right(Screenshot 1). <div class = "test"> </div> 2. Include the following script at any location on the required page. You can edit the text to be displayed by replacing the text "WORKING"(Screenshot 2).<script> jQuery("<p>WORKING or any required text</p>" ).insertBefore( ".test" );</script>Below Screenshots for reference  Cheers

6
S
Top Contributor
2 months ago
S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?

How can I add plain text to a dynamic request type?

​​​@Secrecy7919 Greetings from Freshworks communityIt can be done via Portal customization to display a line of text in the Customer portalRequest to let us know which plan you are IN to suggest the option that is available via Portal customization. Cheers 

6
S
Top Contributor
2 months ago
T
Contributor
tony.morganContributor
asked in Apps and Marketplace Integrations

Any posibility to Auto Merge Duplicate Tickets

@tony.morgan Yes, we have marketplace apps that can automerge tickets on creation eventFree App: https://www.freshworks.com/apps/freshdesk/automerge/Paid App: https://www.freshworks.com/apps/freshdesk/automerger/ - Paid app has subject matching option to merge the ticket Cheers

1
vinothkumar.manoharan
Skilled Expert
10 months ago

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