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Replies posted by JCMLI1973

13 Replies

JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Ticketing & Agent Productivity

Overwhelmed with number of ticket fields for multiple forms

Yes this is what we are doing however we are finding that we now have many many ticket fields. They seem to have to be created in the ticket field area first and then imported into the ticket form. You cannot have a generic field and then edit the title or content once its in the ticket form itself. 

6
Jebas
Contributor
1 year ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Ticketing & Agent Productivity

Overwhelmed with number of ticket fields for multiple forms

Yes, hence the problem. We will have hundreds of ticket fields to create this way.

6
Jebas
Contributor
1 year ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Ticketing & Agent Productivity

Suggestions for how this ticket field could be created

We currently use Jira for all our tickets and are moving them over to Freshdesk. Currently these are displayed to the customer in a row of three blocks which they simply manually enter text into two fields and select from a drop down list for the other. They can then press + to add another line. 

3
JCMLI1973
Skilled Expert
1 year ago
Wiggy42
Apprentice
Wiggy42Apprentice
asked in Portals, Emails & Other Channels

Remove Attachment Option in Customer Portal

is there any code that means I can add some text to the attachment field? it currently just says attachment but for some tickets I want to add a comment about hte type of document they need to attach. ie “Please attach your completed ISAM Association Form here. The form can be downloaded from here.”

9
B
Skilled Expert
1 year ago
Wiggy42
Apprentice
Wiggy42Apprentice
asked in Portals, Emails & Other Channels

Remove Attachment Option in Customer Portal

Im not sure you have interpreted my quesiton correctly based on your response. Please elaborate. 

9
B
Skilled Expert
1 year ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Portals, Emails & Other Channels

Where can i add some explanation text on a form which is not related to a field

Thank you Sona! I presume that would then apply to all ticket forms in our system or could this be done for specific forms only?

6
karlnharrison
Contributor
2 months ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Portals, Emails & Other Channels

Tagging articles to particular ticket forms

I have found that this only works when the customer is typing into the subject box but if the ticket form is already selected then the tags dont work

2
JCMLI1973
Skilled Expert
1 year ago
Bonesaw
Contributor
BonesawContributor
asked in Automations and Workflows

Problem with dependent fields

Is this now fixed before i start creating dependent fields?

18
zeeshanagro
Community Debut
9 days ago
T
Apprentice
tlammApprentice
asked in Ticketing & Agent Productivity

Ticket Field Management for Agents

I am having the same problems or similar ones.I have multiple forms. Each form requires bespoke ticket fields. However, ticket fields used in Forms B for example are appearing for customers on the Form A even though those particular ticket fields are not on Form A. I cannot see a way round this.

7
JCMLI1973
Skilled Expert
1 year ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Automations

Managing Custom objects

any update on this ? way to managing huge list of custom objects ?   Thanks would like to be able to do this too. it doesn’t fill me with confidence as many of my uploads have stalled.

9
R
Top Contributor
4 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations

Get more then one record from a custom object

We are trying to use custom objects as look up fields for customers to select their product from. For example a customer may have 12 bespoke products with us and need to withdraw one of them. We thought they could do this by adding a look up field for them to select the right product and submit a ticket (ie we have a form called Product Withdrawal). However the UE is poor. They have to type in exactly what that product is called. As they start typing the CO’s that match do start appearing, however, only 3? so no use if they want to presented with the whole list of 12 and slect from there. I have been told by Freshdesk that this is the way it works and no work around. I am wondering if using a drop down ticket field instead would work instead. 

8
JCMLI1973
Skilled Expert
10 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Yes trying to use it but its more or less useless to prsent to customer as a look up field, its clunky, poor CE. Only shows 3 matching results and customer would need to konw exact details to type in to match. Was told by Freshdesk after a consultation meeting they could go back and speak to developer to change then was told in email few days later, sorry its a no, thats how it works. Disappointing as we can’t seem to use it.

9
Timour
Contributor
3 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Automations

Managing Custom objects

any update on this ? way to managing huge list of custom objects ?   Thanks would like to be able to do this too. it doesn’t fill me with confidence as many of my uploads have stalled. I am working with importing spreadsheets of approx 1000 records and it stalls. So not sure its best way to manage data.  

9
R
Top Contributor
4 months ago

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