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Replies posted by HVA

11 Replies

A
Apprentice
atrigolApprentice
asked in Automations and Workflows

Automatic responses are not visible on the ticket

@atrigol I had the same issue and the Freshdesk support desk pointed me to your post here. I’ve now put an idea on the ideas board about this: 

3
HVA
Top Contributor
1 year ago
O
onyxum
asked in How do I....?

Permanently Delete Agents

I have emailed Freshdesk about this. Here is the response:We would like to let you know that any agents that are being deleted from the "Deleted agents" filter will remain in that folder and display as deleted agents. This is because, it's the product behavior where if any agents get deleted, it will be converted as a contact. When you delete the contact, it'll be moved to the deleted contact list. When you try deleting a contact that is already deleted, the contact will get deleted and it displays as a "deleted agent". So we request you to kindly ignore this behavior as this is the product behavior by default. It took about 3 emails for them to investigate the issue, and then another separate follow up email to confirm that what we see in this thread is real. When they finally did, they claimed it wasn’t a bug.I am having serious second thoughts about entrusting our customer services team to this company.

7
HVA
Top Contributor
1 year ago
D
Apprentice
DaleApprentice
asked in How do I....?

Hide field Function does not works when creating child ticket

I’ve now heard back from support: Hi, We understand that the Hide fields application works on the +New ticket page but it is not working on the parent-child ticketing and unfortunately, that is the default application behavior. The Hide fields application works on the +New ticket page and ticket details page but not on the Parent-child ticketing and for Linked tickets. Please let us know if you have any other queries!  🙄 am I alone in thinking that this is a half-baked implementation? Happy to create a feature request on the ideas board if others feel strongly about it.

4
eliataylor
Community Debut
1 year ago
stevemc
Top Contributor
stevemcTop Contributor
asked in How do I....?

Filter contacts by custom text fields using filters

@Keer would you have an update on this feature request? I need to be able to filter contacts by a custom text field.

4
HVA
Top Contributor
1 year ago
D
Contributor
deepak.sharma507Contributor
asked in Automations and Workflows

Way to automate adding to-do list to a ticket

@deepak.sharma507 it looks like you’re right, they seem to be doubling down on ZenDesk 🤔. I don’t know if support@freshdesk.com would be able to help you with this. At best, it may just be a small config change on the app package that perhaps they can fix for you - or at worst, they may need to remove the app from the store entirely if no-one can use it. I haven’t really come across anything else in the store that sounds like it would be a good fit for your needs. There are a number of workflow apps, but most of them focus on integrating more advanced workflows (e.g. ERP systems).If you need checklists because your agents are troubleshooting across different products, then the knowledge base apps are probably your best bet. Most of them are designed around surfacing contextual information on a ticket based on AI.Alternatively, if your need is more process related, you might be able to configure an advanced set of workflows with the Hide Fields plugin. We use a combination of custom ti

5
D
Contributor
1 year ago
J
Apprentice
JohnEXOApprentice
asked in Ticketing & Agent Productivity

"Send and set as" defautl Send button

@JohnEXO you might be able to solve this with an automation rule. In admin > automations > ticket updates you could try setting a new rule that fires when a reply is sent by one of your agents. You could then customise that rule further to only target specific types of tickets. Finally, under actions, set status as resolved.In practise this would have the same effect as your agents doing the two clicks.

3
HVA
Top Contributor
1 year ago
D
Contributor
deepak.sharma507Contributor
asked in Automations and Workflows

Way to automate adding to-do list to a ticket

@deepak.sharma507, would the 3rd party Steps app be useful to you? It’s available from Billow under the Freshdesk app directory. It supports tags and ticket types as configuration options out of the box - you’ll probably need to chat with the creators if you need additional configuration.

5
D
Contributor
1 year ago
O
onyxum
asked in How do I....?

Permanently Delete Agents

Hi Freshdesk,It is 2022 and I am still having this issue. See screenshot below: I am unable to click into the deleted agent to delete them further.Clicking the checkbox to restore the agent brings up the message (agent restored) but the agent isn’t actually restored. Like the original poster, I have deleted the agent from the admin interface, then again via a soft-delete as a user and then again as a hard-delete from the profile.The system also triggered several emails for this (xyz has permanently deleted abc).

7
HVA
Top Contributor
1 year ago
HVA
Top Contributor
HVATop Contributor
asked in Automations and Workflows

Detect responses from CC in rules

Thanks @Pooja, I have put the idea live here. Feel free to add additional use cases 😀

2
HVA
Top Contributor
1 year ago
D
Apprentice
DaleApprentice
asked in How do I....?

Hide field Function does not works when creating child ticket

Dale, I’ve just discovered that the admin/ticket_fields page supports conditional segments that also work in the child ticket creation screen:This is a basic workaround that may/may not be appropriate for your needs. How to useWhen you hover over a field, look for a little (+) on the right hand side of the row. This will then let you configure which fields should be shown / hidden based on the value of another field.Edits made here carry over into the parent-child ticket creation screen.The options aren’t as sophisticated as the plugin, for one, this menu will only let you show/hide fields based on the value of one field (so no combos) and two, you would need to clone your conditional field multiple times if you’d want it to show up in some places but not others.  LimitationsLet’s say you had a field that needed to show up when either:Type = X Source = BIn this case this workaround would force you to create that field twice and duplicate your data.IMHO the plugin is superior.

4
eliataylor
Community Debut
1 year ago
D
Apprentice
DaleApprentice
asked in How do I....?

Hide field Function does not works when creating child ticket

I have this issue too and emailed Freshdesk support. Dale, did you ever hear back on this?

4
eliataylor
Community Debut
1 year ago

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