Replies posted by Yusuf Ahmed

35 Replies

Ivan_CROTop Contributor

asked in Portals, Emails & Other Channels

Outbound email permissions

Hi @grietbroek, The option is highligted below. I hope this helps! Regards,Yusuf Ahmed

18 days ago

ian_kContributor

asked in Analytics, Reports & Dashboards

AjaxApprentice

asked in Analytics, Reports & Dashboards

Agent Availability Issue On Dashboard

Hi @Ajax, Greetings from Freshworks community. With regards to the dashboard issue, could you please check if Phone channel access is provided to the agents under Admin > Agents > Edit agent > Channels ? Could you please try unchecking the checkbox for phone save and check the phone channel again and see if it helps ? Awaiting your response! Regards,Yusuf Ahmed

21 days ago

Jeremiah.CarpApprentice

asked in Workforce Management

Tickets automatically being flagged as spam

Hi @Jeremiah.Carp, Greetings form Freshdesk support.One possibility could be that the tickets are being marked as spam because they're associated with deleted contacts. When tickets are raised from deleted contacts, they often get flagged as spam automatically. Could you please check if the contacts from which these tickets are raised are deleted contacts? if this is not the case, Could you unspam the ticket and click on show activities to check if the ticket was marked as spam by an agent or using an automation rule. Regards,Yusuf Ahmed

22 days ago

Secrecy7919Top Contributor

asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hi @Secrecy7919, Thank you for the screenshot, Let me create a support ticket on your behalf to troubleshoot this. Regards,Yusuf Ahmed

22 days ago

Yamuna RamegowdaApprentice

asked in How do I....?

Wanted to know did Freshdesk integration available for FreePBX

Hi @Yamuna Ramegowda , Greetings from Freshworks community. I can see that we’ve already addressed this via support ticket that was created by you.Feel free to reach out to us anytime if you require any further assistance. Regards,Yusuf Ahmed

1 month ago

santiagoContributor

asked in How do I....?

Is it possible to make the widget search also within forums?

Hi @santiago, Greetings from Freshworks Community. The help Widget is currently used to create tickets and search for solution articles on the go and does not have an option to include Topics from Forums however we will certainly have this passed as a feedback to our product team. I've created a ticket on your behalf and linked it to our feature request tracker. Rest assured, our development team is actively reviewing such requests, and I'll make sure to keep you updated on any progress or developments regarding this feature. Once again, thank you for taking the time to share your thoughts with us. If you have any further questions or suggestions, please feel free to reach out. Regards,Yusuf Ahmed

1 month ago

Presto

asked in How do I....?

How do I turn off captcha?

Hi @Presto, Greetings from Freshworks community. A workaround for this. Scroll to the bottom of the captcha, click on the refresh button within the captcha screen. This will bring the captcha screen back to original size. Please let us know if you were able to disable captcha as per suggestions from Elvis and if you require any further assistance feel free to get back to us. Regards,Yusuf Ahmed

1 month ago

Secrecy7919Top Contributor

asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hi @Secrecy7919, Greetings from Freshworks Community. When you select the agent to share the report with, the share option would be highlighed right next to the name filed as below.If you are unable to see this, request you to login to Freshesk using an incognito window as sometimes browser cache can impact the performance . Please let me know if this helps! Regards,Yusuf Ahmed

22 days ago

GabesApprentice

asked in Contacts & Companies

Using extisting customer accounts without password change or verification

Hi @Gabes, Greetings from Freshworks community. With Fresdhesk you can certainly import contacts however would not be able to import the passwords . You can make use of Contact SSO where customers can register to one account and login to your products. Please refer https://support.freshworks.com/en/support/solutions/articles/50000002351-what-is-and-how-to-configure-agent-sso-and-contact-sso-for-an-organization- I hope this helps, Feel free to reach out to us anytime or email us at Support@Freshdesk.com if you require any assistance. Happy Freshdesking!

1 month ago

DiscoStewApprentice

asked in API and Webhooks

FreshworksWidget('prefill','ticketForm', { type: ${request} })

Hi @DiscoStew, Greetings from Freshworks community. I can see that there was a support ticket rasied for this and the issue is resolved, Feel free to reach out to us anytime if you require any further assistance. Happy Freshdesking!

1 month ago

SlicerApprentice

asked in Analytics, Reports & Dashboards

Bar Chart by Manufacturer

Hi @Slicer, Greetings from Freshworks community. Let me create a support ticket on your behalf to connect regarding this and assist you with your requirement. Happy Freshdesking!

1 month ago

wlnaimApprentice

asked in Freshdesk Integration

Azure B2C Error Aadb2c90183: the supplied code_verifier is invalid correlation id

Hi @wlnaim,This is Yusuf From Freshworks Community. I can see that there was a support ticket raised for this issue and was resolved post your confirmation. Feel free to reach out to us anytime if you require any further assistance.Happy Freshdesking!

1 month ago

Shaine ChanceSkilled Expert

asked in Automations and Workflows

Create Scenario Automation for individual agent

Hi @Shaine Chance, Thank you for getting back to me. while users can create them, they wouldn't be able to perform actions they've been restricted from, such as deleting tickets, even if they create a rule for it. Your suggestion for implementing workflows where admins can approve new automation requests before deployment is valuable. I'll ensure to pass this along as feedback to our product team for consideration.I will create a ticket and loop you in with the tracker for further visibility. Rest assured, I'll keep you informed of any updates regarding the implementation of workflows for automation approval. If you have any further questions or suggestions in the meantime, please feel free to reach out. Regards,Yusuf Ahmed

1 month ago

Shaine ChanceSkilled Expert

asked in Automations and Workflows

Create Scenario Automation for individual agent

Hi @Shaine Chance, Greetings from Freshdesk support.Regarding your issue with restricting access to scenario automation creation, you can indeed prevent agents from deleting tickets by revoking their delete access through a custom role. However, I understand your desire to have more granular control over scenario automation creation. At present, Freshdesk offers options to create scenario automations for all agents, agents in a specific group, or for the agent who creates the automation. Unfortunately, there isn't a direct option to create a scenario automation for a particular individual agent. As a workaround, you may consider leveraging custom roles to prevent agents from performing actions you don't want them to, while still allowing them to create automations within specific parameters. This way, you can maintain control over the actions agents can take without granting access to unwanted functionalities. I hope this helps clarify the situation. Happy Freshdesking!

1 month ago

jannikalbersApprentice

asked in Portals, Emails & Other Channels

Server Error with GoogleMail

Hi @jannikalbers Greetings from Freshworks community. The issue was due to a downtime which is now resolved . Please refer https://updates.freshdesk.com/incident/851270 . Please reach out to us if the issue persist and we would be happy to assit you further. Regards,Yusuf Ahmed

1 month ago

Secrecy7919Top Contributor

asked in How do I....?

How to export tickets in a readable format

Thank you for your response @Secrecy7919 . Our feature request tracker does prioritize enhancements based on the volume of similar requests from our customers. Your feedback plays a crucial role in this process, and rest assured, your request has been duly noted. We will ensure to keep you updated via email if there are any developments or progress regarding the ticket export feature you've requested. Happy Freshdesking!

1 month ago

Secrecy7919Top Contributor

asked in How do I....?

How to export tickets in a readable format

Hi @Secrecy7919,Greetings from Freshdesk community. Thank you for reaching out and sharing your feedback regarding our ticket export options. We do have a feature request in place to enhance our ticket export capabilities, including the ability to export tickets in a readable format such as PDF, with all necessary details included. I've created a ticket on your behalf and linked it to our feature request tracker. Rest assured, our development team is actively reviewing such requests, and I'll make sure to keep you updated on any progress or developments regarding this feature. Once again, thank you for taking the time to share your thoughts with us. If you have any further questions or suggestions, please feel free to reach out.

1 month ago

bsoni23Apprentice

asked in Apps and Marketplace Integrations

Integration with Nextiva

Hi @bsoni23, Greetings from Freshdesk community . You can integrate Freshdesk with your company phone system, Nextiva, by leveraging their respective APIs. APIs allow different software systems to communicate with each other, enabling seamless integration and data exchange. First, check if Nextiva provides an API that allows access to call data and functionalities. If they do, you can use this API to connect Nextiva with Freshdesk. This integration can enable features such as automatically creating tickets in Freshdesk for incoming calls,and updating tickets. Once you have access to Nextiva's API documentation, you can work on developing the integration or seek assistance from developers who specialize in API integrations if needed. Please refer https://developers.freshdesk.com/api/#tickets for the list of calls which Freshdesk supports.Regards,Yusuf Ahmed

1 month ago

emfhussainApprentice

asked in Getting Started

Freshworks Newbie - Need Help

Hi @emfhussain,welcome to Freshworks Community. Regarding the tickets not appearing in our Dashboard, it's possible that there could be a configuration oversight. One potential cause might be related to ticket filters. If you've applied any filters, such as for status or other parameters, it could limit the visibility of tickets. To troubleshoot this, could you please check the ticket filters to see if any have been applied? If so, kindly remove them and verify if the tickets start appearing as expected. For instance, if you've filtered by "closed" status, only closed tickets would be visible. Therefore, adjusting the filter to include "open" status should ensure the visibility of all relevant tickets. Let me know if this helps!Regards,Yusuf Ahmed

1 month ago

spencerporchContributor

asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

Hi @spencerporch, Welcome to Freshworks community and Thank you for reaching out with your request. I understand that you want to grant access to a specific report containing basic summary numbers without exposing all the curated reports to your users. Currently, the curated reports are pre-defined and available for all agents who have access to Analytics. These reports are designed to encompass various modules essential for a comprehensive understanding of ticketing data. As of now, we don't have the capability to selectively display only a few reports. However, I completely recognize the importance of providing a more tailored solution for your specific needs. To address this, I have created a feature request on your behalf to our product team. Your request has been logged, and it is now linked to our tracker for further consideration. While I can't provide an immediate solution, your feedback is invaluable in shaping the future enhancements of our platform. Feel free to reach out

13 days ago

kohudafApprentice

posted in How do I....?

Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

Hi @kohudaf, Welcome to Freshworks community and Thank you for considering Freshworks for enhancing your customer support processes in mobile game development. We appreciate your interest in our suite of customer engagement software.Before delving into specific features and best practices, could you please let us know if you are currently using any Freshworks product? This information will help us tailor our response and provide more targeted recommendations based on your existing setup.If you are not currently using Freshworks, we'd be more than happy to discuss your use cases in more detail. Please feel free to DM your contact details, and we can arrange a convenient time to connect and explore how our solutions can meet the unique needs of your mobile game development and support teams. Regards,Yusuf Ahmed

17 days ago

MrCresswellCommunity Debut

asked in How do I....?

Agent Cannot Send Emails

Hi @MrCresswell, Welcome to Freshworks community! The error window indicates that the emails are not reaching the recipient server successfully.There could be various environmental factors causing this, and we'd like to investigate further to resolve the issue.I will create a support ticket for you and in order to expedite the troubleshooting process, we'll require a few details from you.Please be on the lookout for the ticket notification, and kindly respond with the requested information. This will help us analyze the logs more effectively and work towards a resolution. Regards,Yusuf Ahmed

2 months ago

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Replies posted by Yusuf Ahmed

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