Replies posted by Juliana Rozario
Hello @Janec,Thank you for reaching out to Freshdworks Community. I hope you are doing well:)Regarding the issue with the attachment download, could you please confirm if your end users are having issues downloading the attachments that are sent from Freshdesk?Also, can you please confirm if this is happening for all the attachments? If yes, please check if it's toggled ON the below option under Security settings (Admin → Account → Security) If yes, only the logged-in users could access the attachments. And all the secured attachment links are sent in the email notifications instead of the actual files. Hope this clarifies.If that's not what you are referring to, it would be helpful if you could DM us the screenshot of the error along with a few screenshots of the email/tickets so I can have this further checked. Looking forward to hearing from you:)
Hello @Lex.Conex,Thank you getting back to us. As we would have to troubleshoot this issue, I've raised a ticket for the same. Let me have this analysed internally with our team, and will keep you posted through email at the earliest..Here is the Ticket URL for your reference: https://support.freshdesk.com/a/tickets/12335597Feel free to ping us for any queries/concerns we'd be happy to assist you further.Happy Freshdesking!!
Dear @MikeStadlman, good day. I hope you are doing well:)Regarding your concern, the first response time is calculated based on the time the Agent takes to respond to a ticket the first time. In your case, even if a ticket gets assigned to an agent during the Non-business hour, the time would start ticking only at the start of the Agent's business hours.Also, the First response time is calculated based on the SLA you set in your account. The default time would be 15 minutes.For instance, if the business hours are from 8 AM to 5 PM and the ticket is assigned to Agent A around 6 AM, then the timer would start only at 8 AM. This is the default behavior of the product. If another agent picks up the ticket and responds to it out of business hours, the FR time will not be affected as it ultimately depends on the SLA you set up.Hope this information helps. If you have any queries feel free to DM your requirement I'd be happy to help:)Happy Freshdesking!!
Hello Team,Good day:) @brynnsilder, can you please DM your Freshdesk Account URL, which would be of the format yourcompanyname.freshdesk.com? @jansdesign, We have successfully removed the suspension for your account. You should be able to access the account without any issues. Please email to email@example.com if the problem persists, and we'd be happy to assist you.Cheers!!
Hello @GlitchNZ, Good day:) I hope you are well!Apologise for the delay in getting back to you. As mentioned earlier in the thread, you can add instead of adding email.freshdesk.com, you can include any one of the region-specific records that suit your account settings. SPF recordsUS - fdspfus.freshemail.ioEU - fdspfeuc.freshemail.ioAUS - fdspfaus.freshemail.ioINDIA - fdspfind.freshemail.ioKindly have this checked and if you have any issues in setting up the SPF records feel free to DM us your queries I'd be happy to take this forward.Cheers!!
Hello @paul99200055abc,Good day!!As this seems to be an account-specific issue, I’ve raised a ticket for the same. Let me have this analyzed, and I will keep you posted with updates at the earliest.Here is the Ticket URL for your reference: https://support.freshdesk.com/a/tickets/12329999Feel free to ping us for any queries/concerns we’d be happy to assist you further.Happy Freshdesking!!
Dear @JulianeB,Good day:)I understand that you want to automatically the restrict the tickets from getting created when two supported email addresses are looped in the same ticket. I'm afraid we wouldn't be able to restrict the tickets getting created when both the support email addresses are added to the ticket. But as a workaround I would suggest you to merge the duplicate tickets with the help of an application available in our Marketplace. Click here for more details. Kindly have this checked and let me know if that works for you.Secondly, when the support email address is added in the CC, I understand that you want to segregate the tickets by adding a tag.For this, you can make use of a Ticket creation Automation rule by checking the Ticket CC, and if the condition is satisfied, a tag will be automatically added to the ticket. Please find the below screenshot for your reference: Hope this information helps. Kindly have this checked and if you have any concerns let me know we can t
Hello @Mohit91,Welcome to Freshworks Community. I hope you are well:)Unfortunately, we wouldn't be able to unmerge the tickets as it's an irreversible process. Once you merge the tickets, the replies/notes would be added to the Primary ticket and I'm afraid you won't be able to split them. Feel free to ping us for any queries/concerns. We'd be happy to help.Happy Freshdesking:)
Hello @illysha,Welcome to Freshworks Community. I hope you are well:)I understand that you want to send out an email to your external provider when the ticket status is changed. Unfortunately, we don't have an option to do that. As of now, you can forward the email to the External provider by using the Forward option.Or, if the external providers are part of your Freshdesk Account, then you can group them and make use of the below option: Hope this information helps. Feel free to ping us for any queries we’d be happy to help:)Happy Freshdesking!
Hello Everyone,Good day:) Apologize for the delay in getting back to you. @gkavka , If the helpdesk is still inaccessible, can you please DM us your Freshdesk Account URL, which would be of the format yourcompanyname.freshdesk.com?We would be able to check the root cause of this issue from the back end. @edominguez, @dbangls, We have successfully removed the suspension from our end. You should be able to access the account without any issues. Please email firstname.lastname@example.org if the problem persists, and we'd be happy to assist you. @luizpov , @ticketcanal10 Unfortunately, as the trial period has ended for your accounts I'm afraid we wouldn't be able to provide much support here. If you need further information, please email us at email@example.com. Our support agents would be able to assist you further. Happy Freshdesking!!
Hello @jmoar, Good day:)I understand you are trying to generate a report based on the custom Customer field you have set up in your Account. Unfortunately, our Analytics feature doesn't have an inbuilt filter to retrieve the requested data. But with the GoodData integration, you can extend the Freshdesk capabilities like,Create and use Advanced statistical metrics Forecast and enhance business reports - Identify and predict key levers of support quality Benchmark performances, compare data, and set goals Send alerts to admins whenever there is a spike or drop in numbers Share reports with powerful visualization using combo charts, bullet charts, etcThat being said, Please find the below sample screenshot from the Good data end, where you will be able to generate a report based on a custom Customer field. Hope this information helps. Also I’m adding the article link here which might help you.Feel free to email us at firstname.lastname@example.org for further inquiries we'd be happy to assist y
Dear @foxcubmama ,Welcome to Freshworks Community:) I hope you are doing well:)I understand you are trying to stop the email notification sent to customers when you split the response from a ticket. I'm afraid we wouldn't be able to prevent this event from happening. But could you please DM us your requirement here on when and why the customer response needs to be split so I can have this further checked?Feel free to ping us for any queries/concerns. We'd be more than happy to assist you.Happy Freshdesking!!
Dear @sampath,Welcome to Freshworks Community:) I hope you are doing well. I understand that you have hidden the Custom Ticket fields on your Customer Portal, but even then, your customers can edit the values.Could you please confirm if the highlighted options are unchecked for the custom fields that you are refering to? If yes, please DM us the Custom Ticket Fields you are trying to disable on your Customer portal. I’d be happy to look into this further.Happy Freshdesking:)
Dear @ZachFroisland,Apologize for the delay in getting back to you. Could you please confirm if the email has reached your support mailbox? Also, is this happening for all the tickets or do you find any pattern for this issue?If yes, Can you please DM a few sample EML files that didn't appear on the ticket? We will be able to check the email delivery logs in the backend to find the root cause of the issue. Cheers :)
Dear @Lex.Conex I hope you are keeping well:)In your example, the email sent from the secondary email address will be threaded to the ticket only if it satisfies any of the checks in both Email Markers checks and Requester checks.Email Markers check:Ticket ID (if enabled) Message-ID Unique IdentifierRequester Markers check:After the ticket is identified as a reply, the requester email should be one of the following for it to be threaded to a ticket:Requester email address of the ticket Agent email address of the ticket Email address(es) in the CC of the ticket Email address(es) to which the ticket was forwardedThat being said, if the email has passed both the checks, but if the email threading didn't happen, do DM us the email headers, and I will be happy to look into this further.Please use the given link to extract your headers - https://mxtoolbox.com/Public/Content/EmailHeaders/ Happy Freshdesking:)
Hello there, Thank you for reaching out to Freshworks Community. I hope you are doing well:) I understand that, you have set up a Ticket creation Automation rule where you want to notify your customers by sending an email when they create a ticket during non-business hours. There are a few key points that you need to check while creating an Automation rule.Please have a look at the below tips, which might help you: Rule Execution Type: If you check on the Ticket Activities page if the rule itself has not been triggered, you have to check How rules are executed:Rules that run on ticket creation can either run on every rule or just the first matching rule. The rules are set to work based on the first matching rule by default. Here's how the triggers work when you execute based on the first matching rule. The order of the rules is important because only the first matching rule will be executed. If you have straightforward workflows, we recommend choosing this option. Here's how the rule
Hello @meredith, Welcome to Freshworks Community:) I hope you are doing well. Regarding your concern, I understand that you are having issues when trying to change the type of the note on the Ticket Details Page.Could you please help me with a few relevant sample Ticket screenshots where this issue is happening? Also, is this happening for all the tickets, or only do you find any pattern? If yes, it would be helpful if you could share a few examples to have this further checked.Secondly, you have mentioned that when an external agent who is looped on the email replies to the ticket, the email response gets added as a public note. I want to let you know that if the agent responds to the ticket from their mailbox, the answer will be added as a Public note. This is the expected behavior of the product. If that's not the case, please elaborate more on this with relevant samples so that I can have this checked accordingly. We are looking forward to hearing from you:)
Hello @JulianeB, Good day!I understand that you wanted to sort the tickets displayed on the Ticket List View page based on their Resolution Time (Due Time). This filter will show all the overdue tickets, and then you can choose the order to be either ascending or descending If no tickets are displayed, there are no tickets available on your helpdesk which has been Overdue.To have this cross-verified, you can apply the below filter and check whether there are any Overdue tickets on your Helpdesk Account. Here is a sample screenshot where you can have this checked: Also, most importantly, please make sure that you have given the suitable filters on the Ticket View Page.I request you to have this checked, and if there are any data mismatches, do reach out to us. I'd be more than happy to assist you further.
Hello @MilkaCQA and @David biga, Welcome to Freshworks Community:) I understand that you wanted to hide a few custom contact fields on the Contact Details Page. We have a marketplace application where we can hide default and custom fields to enhance the user experience. With the help of the application, you would be able to achieve the following:- Ability to display the Contact fields/attributes- Allows the user to configure the fields to be displayed by hiding unwanted fields- Better user experience, which improves productivity But I’m afraid you can’t restrict this only to particular Agents. Once installed, this will apply to the entire helpdesk. You can install the application from here - https://www.freshworks.com/apps/freshdesk/customize_contact_fields/. Feel free to drop in a note for any clarification:)
Hello @anithabanothu,Good day!!To enhance the performance of your helpdesk, Freshdesk will archive closed, inactive tickets. Depending on your ticket traffic, any 'closed' ticket that has been inactive for 120 days will be archived. You can read about ticket archiving here: https://support.freshdesk.com/en/support/solutions/articles/212901-ticket-archiving I’m afraid that we wouldn’t be able to archive the tickets by using API. However, you will be able to View the Archive tickets, delete the Archive Tickets, and view all the conversations on the Archive ticket.Here is documentation that might help:https://developers.freshdesk.com/api/#archive_tickets Feel free to drop in a note here for any further questions:)
Hello @Jesus.alanya,I understand that you are unable to send out emails from your Freshdesk account and also facing issues in verifying your support email address. Upon checking your account details, we have now successfully unblocked the outgoing emails from our end. I’ve added an article here to verify your support email address. You can follow the steps mentioned here in verifying your support address. In case you have any queries let us know we would be happy to help. https://support.freshdesk.com/en/support/solutions/articles/226220-how-to-activate-a-support-e-mail-address-Cheers!!
Hello @bladesedge,Good day!!I understand that you want to execute an automation rule only when there is an exact match for the keywords that you have mentioned.Freshdesk has few filters available in terms of how the match should happen. So for your requirement, we suggest you use the "Has any of these" filter instead of "Contains."Contains - would pick up if the keyword is available anywhere in the phrase. Has any of these words - would pick up only if there is an exact match Adding a screenshot here for better context: Before enabling it, you can create a test rule and check whether it’s working as expected. Here is a sample test rule for your reference: Feel free to drop in a note here if you have any doubt. We’d be more than happy to help you out😀
Hello @JohnEXO ,I understand your concern here, but unfortunately, we don’t have this feature as of now because when you use the Send and set as Option, you will have the ability to make use of the other Ticket statuses like the ones listed below: But not to worry I will be cascading your feedback to the Ideas section of our community so that our product team gets some visibility on your thoughts.Feel free to drop in a note if you have a doubt😀
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.