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Replies posted by Gabor

10 Replies

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GaborSkilled Expert

asked in How do I....?

How to give Freshdesk Agent and Field Service Tech rights to the same person ?

Hello @Gabor, lets get this thread routed to the correct location so that those Freshdesk Superstars can help you out. @rashmi.nag Would you mind moving this under the Freshdesk threads please and thank you?! :) Hello Zach, I am ok with your suggestion.In the meanwhile I received a working solution for my question from Gajalakshmi Vaasan. I copy it to here. To answer your question, you need to set up a support agent with scope as global access to be able to access all the tickets in the system and he could also be a field service technician to whom the field service jobs can be dispatched. Admin -> Team -> Agents -> Scope : Global (can view tickets all across the helpdesk). You can create a service group, include the support agents as members of the group and assign them service tasks. If a person's role is an agent when created in the system, then he will not be a member of the service tech list, even if a Customer Service Manager of Field Tech role was assigned to him on t

aravind.sundararajanSkilled Expert

Update on the 'Assign To' field

Hello Aravind,My company is a new Freshdesk user.There are only 4 agents in our system (on Growth plan.We did not define groups, because all 4 agents are in the same group.Therefore when we look at the ticket list in table view and we want to see the assigned agent’s name, then we want to hide the group column, because it is empty, thus unnecessary.Can you advise how to show the Agent column and hide the Group column ?At the moment I can hide or display only both of them.Thank you.Gabor

GaborSkilled Expert

asked in Portals, Emails & Other Channels

How to get customer phone and address on the customer portal form ?

An addition to my initial question:My question is also related to the Feedback Widget that can be embedded in a website, for example a Wordpress site. I would like to know how to receive phone and address data via the widget from the customer when he/she fills in the widget fields to submit a ticket.What additional fields am I supposed to configure and how ?

GaborSkilled Expert

asked in Portals, Emails & Other Channels

How to get customer phone and address on the customer portal form ?

Hi @raghul0101, Thank you for your suggestion.Unfortunately it is not the solution for my question.As I outlined in my initial query, I do not want to create additional custom fields for the phone no. and the address of the requester, because they would show up in Ticket data, among other Ticket fields. In my opinion these kind of information belong to the Contact data, not the Ticket data.

GaborSkilled Expert

asked in Ticketing & Agent Productivity

Ticket summary not visible in mobile app

Hi @barun.poddar, Thank you for your answer.That was my assumption as well.In this case I will submit this topic as an idea.Greetings:Gabor

GaborSkilled Expert

asked in Ticketing & Agent Productivity

Ticket summary not visible in mobile app

Hi @barun.poddar,Thank you, I have done so!

GaborSkilled Expert

asked in Ticketing & Agent Productivity

Ticket summary not visible in mobile app

But the feature issue on mobile is solved or not? I also integrate to support my members but still looking for solution. No, it is not solved. I trust that it will be scheduled for development. Please upvote it here!

subhikshaa.ganeshCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - January 2023Release Notes

Hey F13, Simon, Thanks for pointing out the errors in the linked article. They’re now updated. The content for sticky subject lines can be found in the first paragraph, and the same for enhanced ticket list view. Simon - I will get back to you reg making the ticket list view persistent. Hi @subhikshaa.ganesh ,I have found the reference of the new features in the linked articles.However they are only mentioned as available features, without the description how to activate them.So at the moment, I do not know the way how to display 30 or 50 or 100 tickets on the screen.I was not able to use the sticky subject line as well.

GaborSkilled Expert

asked in Automations and Workflows

How to assign a Service Task to more than one field technician ?

Thank you @vinothkumar.manoharan !That was my assumption.However I think it is a valid request.Can you convert this Question to an Idea ?Thank you:Gabor

GaborSkilled Expert

asked in Automations and Workflows

How to assign a Service Task to more than one field technician ?

Hi @Vidya Deenadayalan ,I have submitted the topic as a new idea.Thank you:Gabor

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