Replies posted by jim.stephen
Hi @gschaw Greetings from Freshworks Community! The issue which you were facing while submitting tickets in the support portal has been resolved, Kindly check and if you still face any issues, please feel free to drop an email to email@example.com. I hope this helps
Hi @Bonesaw Greetings from Freshworks Community! Apologies for the troubles you had to face, our support team usually responds to the tickets within an hour and this is an unfortunate circumstance where you had been delayed a response from our end. Kindly DM the ticket details, We will have that checked on where and what went wrong so we can improve going forth. Thank you.
Hi @Sascha Greetings from Freshworks community! In regards to your query of adding private notes through Automations, this private note cannot be edited by the agents nor the Admin as this is being added automatically by the system through Automations. This is an expected behaviour and regarding your other query of giving access to agents to edit the private note in Automations, you can create a custom role https://support.freshdesk.com/en/support/solutions/articles/96909-controlling-agent-access-with-roles for the Support agents and provide the access to Manage the Automation rules as per the boxes checked in the below screenshot: I hope this clarifies.
Hi @lionikas Greetings from Freshworks community! As of now in Freshdesk, we would only be able to find only the Subject line, Ticket ID, Time stamp and the status of the tickets in the timeline, we would not be able to add another field to the same. However your idea has been noted to the Product team who might bring up this as an enhancement in the future road map of the Product. Happy Ticketing!
Hi @Sascha Greetings from Freshworks Community! We understand that you are facing issues with tickets where the tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same, to troubleshoot this further, kindly login to your help desk, go to Admin → Automations → Tickets → Ticket updates → and check if the “Automatically reopen tickets when the customer responds” rule is turned on? If that is turned off, please turn it on and check if the tickets are getting reopened if the customer responds. I hope this helps.
Hi @tanmayKi Greetings from Freshworks Community! In regards to your query on adding Dropdown values in a Dropdown field, you can make use of update a ticket field API. This API documentation of Freshdesk will help you on the same: https://developer.freshdesk.com/api/#update_ticket_field Hope this helps.
Hi @dwatson Greetings from Freshworks community! We totally understand your concern in this case and this has already been notified to our product team and they are working on this feature to enable a search bar for deleted contacts. Unfortunately we do not have a concrete ETA on this feature, however this will be implemented in the future road map of the product. I hope this helps.
Hi @schulit Greetings from Freshworks Community ! In Freshdesk, currently we do not have an option to merge two Freshdesk accounts, however we would be able to migrate the complete data from one Freshdesk account to another. This is a custom request which will be done from our end when requested, if you would like to proceed with the migration request, please drop an email to firstname.lastname@example.org our team would help you out on the same. I hope this helps.
Hi @adampfm Greetings from Freshworks community! To pass the Freshdesk URL via integration, you can create a New short text field in Jira within the Issue types (name it “Freshdesk URL”) → Save and then you can Configure Jira in Freshdesk. Now you can sync the URL as per the below settings page: This will ensure that whenever a Freshdesk ticket is linked with a project in JIRA, the URL will be synced. Regarding your second query: Ability to pass replies to a ticket to Jira- If you could elaborate more on this, we would be able to assist you accordingly.
Hi @Krishozky Thank you for the information. We have a created a ticket for this issue of yours and you should receive an email soon to your email address: email@example.com. Check your ticket status - https://support.freshdesk.com/support/tickets/12673876 I hope this helps.
Hi @Krishozky Greetings from Freshworks Community! We understand that the Automations which you have setup is not being executed as expected. In order to troubleshoot this issue further, kindly DM the following information:Your Freshdesk Account URL. The automation Rule ID that will be available at the address bar in this format - yourdomainname.freshdesk.com/a/admin/automations/ticket_creation/Automation rule _ID/edit. The backend ticket IDs of the tickets in which the Automations did not execute. Reference: https://share.vidyard.com/watch/c9uBTgCyXpiXojFAkWFW4tLooking forward to your response.
Hi @Tanu Greetings from Freshworks Community ! Currently, we do not support Multiple ticket forms for the Agent portal, However if your use case is to hide certain ticket fields based on the Agent, you can make use of a couple of apps available in the Freshdesk Marketplace-Hide Fields: https://www.freshworks.com/apps/freshdesk/hide_fields/ Hide/ Disable Fields: https://www.freshworks.com/apps/freshdesk/hidedisable_ticket_fields/ Do try and let us know if that helps.
Hi @caygri Greetings from Freshworks community! We understand that you would like to limit the number of tickets raised by a particular contact/ client, however as of now we do not have any such option to restrict the number of tickets raised by a single user. However you can restrict the user completely from raising tickets, please note a deleted user cannot raise tickets in your helpdesk. To delete a contact, You can go to Contacts → Select the contact → Delete, post which the user will not be able to raise any tickets. I hope this helps.
Hi @azamyn Greetings from Freshworks community! The Reason for the Freshdesk accounts being restricted is- We have a lot of account signups and account creation by the customers on a day-to-day basis and we perform certain prevention checks to prevent the spammers from actually spamming Freshdesk in several ways. We have certain threshold spam checks from our end, as Spammers use the Outbound email, New Ticket, Forward, Reply, etc for spamming. To prevent this the following checks are done. However We now see that your account is unblocked from our end, please feel free to write to firstname.lastname@example.org if the issue persists.
Hi @whitman7554 Greetings from Freshworks community! We had a check on the details of the Recipient email address and it seems like it was in the Suppression list, due to which the email was not delivered. We have now cleared the suppression for the respective user, please try sending the emails now. If you still face any issues please drop an email to email@example.com.
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