Recently active topics
Sometimes I would like to look at all of the chats that were created on a certain date, but there is not currently a good way to do so because there is no time filter in the freshchat views. I am able to sort by the last interaction date time, but chats will occasionally open again on other days.
Hi,We are new to FreshService. I’m getting my views set up for ticket lists, and have apparently run into a basic feature that FreshService can’t do.I need to see two kinds of tickets in my ticket list. 1) Tickets which are assigned to me and also 2) Tickets which are assigned to a building. Seems like this should be easy, but support chat says it’s not possible.I can create a filter on the right for tickets which have me as the agent, and I can create a different filter which have tickets that have my building (which is “Valley”). But I can’t create a filter that will show me tickets that have EITHER me as the agent OR Valley as the building.Maybe I wasn’t describing it right to the support agent. Does anyone have a way I can achieve this or is this a shortcoming of the software?Thank you!
New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk-Microsoft Teams integrationBring your internal and support teams together. Manage support tasks directly on Microsoft Teams and take quick action on ticket updates, assignments, and customer replies.More details here. Custom metrics in Freshdesk AnalyticsCreate your own formulas that are unique to your business needs using any arithmetic operators on top of existing metrics.More details here. Freshdesk Canned Response is getting a makeoverCanned response is getting refreshed! You have an enhanced interface to download the canned responses and get a collated view of all the responses, audit, and make quick decisions to improve them.More details here. Reaching out to Freshdesk support just got easier!Chat with our support from any page within Freshdesk. By clicking on the ‘Help’ icon, you can also access our product updates, Help Center, Refresh Community, and more. Report sharing for Groups in F
Hi guys, We are a MSP company, and we have so far 5 customers with us, we used to use Zoho Desk, but we switched to Freshservice because it was more an ITSM, and because it had a mode to isolate every client with its own rule set, but now it seems it wasn’t like that. I have doubts on how the Multi Accoun MSP Mode is billed, the guide states: And as far as I understand, If I Payed for lets say 4 agents, and I create 5 accounts, I Will not need to pay 20 Agents, but only 4 right? but here is where it gets tricky, the guide later says: Now I would need help understanding this, because, I would believe that with those 4 agents I payed, I can have the other 5 accounts and work perfectly fine without paying anything else. (remember always that this would be in Multi Account MSP Mode) But, the accounts are trial, and when the trial expires, the account and all of its data gets deleted, so, how does this work? Do I need to pay more? Did I do something wrong?… I mean if in order to have my a
Display more than 30 tickets per pageIn progress
We deal with a high volume on tickets and it’s not practical for the owner of the tickets to have to click through several pages of their open tickets.I would like Freshworks to implement a feature where you have the option on the setting page to adjust the number of results displayed on each page ie: 30,60,100, or all. Doing so will allow the agent to prioritize the full scope of tickets they have open. This idea has been brought up several times over the years, with no ETA from Freshworks. Please like/comment if you feel this will benefit your employees.
Hi, everyonefirst of all, sorry for my bad english and sorry in case the question has already been asked. I don't know how that means what I'm looking for, so I'll just call it a follow up ticket. I have the type offer in my tickets. if a customer requests an offer, we create a ticket and the ticket remains open until the customer has decided on the offer. if he refuses, the ticket is closed and everything is ok. But if he agrees, I don't know what the best solution is. it's mostly about hardware and a service. From my point of view, I should close the first ticket with the offer and create a second ticket for the installation. is there a way to automate this? that the ticket is closed, but another ticket is created from the closed ticket? or is it better to keep the open ticket and change the type of offer on order? I just think that the evaluation of the tickets will then be somewhat falsified.
I would really like to have the ability to assign a solution article as a task to an agent. Currently it’s a really manual process to ensure that we are keeping support articles up to date. The ability to quickly sort via last modified date and assign a task to an agent, all within Freshdesk, would make this a much more seamless process.
HI everyone,I am looking to set up an automated deletion of any attachments on tickets after 30days. I require the ticket to remain but just the attachment to be deleted.Would anyone know if this is possible and how I would go about setting this up.ThanksDani
Two days ago I signup for the first time with gmail and got access to the trial, uploaded all the information of my clients into de CRM. This morning I close the tabs and try to enter again signing up with google and it kind of created a new account with the same email, I dont understand why or how can I sign in and have my info back. Luckily I added others users and they can sign in but I cant. Attached photos You can see it has 4 usersYou can see it has 4 userThe trying to sign in with the account admin I only have one user and no info of my clients Need to solve this Bug please
There's over 5,700 ideas on here as of now but you can filter them by newest first, recently active, most replies and most votes.Within most replies it shows a lot of Archived Ideas so it would be nice to also filter by the Idea’s status New/Open/In Progress/Implemented/Archived.
When a reply within an e-mail ticket could not be sent, the respective agent receives an e-mail notification about it. When a reply within a facebook ticket could not be sent, there is no notification. Regardless of the ticket source, agents should always be notified when a reply failed.Also, I have an Automation setup for when a reply fails, so that the Ticket goes to Open again (so anyone can take care of the ticket even if the previous agent is not on duty anymore) but I cannot set this up for when a facebook reply fails. Here’s what Freshdesk support has previously written me on this topic:30 June 2020: “I do understand your concern on this matter and I will have this passed as a request to our backend team and we will keep you posted on the progress.”1 November 2022: “At this point in time, we still have this planned for release in near future. Unfortunately, at this point in time, we do not have the exact ETA on when this feature will be added to the product.”
I would appreciate if you could add a Search function to search for both title and contents of Canned responses both within the Admin menu and within Tickets.Currently you can only search for Canned response titles when you’re within a ticket replying to a customer. You cannot search for the contents of those Canned responses and you cannot search for anything within the Canned response Admin menu. The latest Canned response update also makes it impossible to use Cmd+F to search for titles in the Admin menu as the responses within a folder are now spread across more than one page…
Current behaviour: When merging two tags, for example tag A and tag B, tag A will be removed from all tickets and the ‘new’ tag B will not be updated on those tickets.Expected behaviour: When merging two tags, for example tag A and tag B, tag A should be renamed or replaced with tag B on all tickets that previously had tag A. Otherwise why even call it merging if merging tags just deletes the ‘old’ tag A from all tickets?
Good day. I would like to suggest adding tags to the creation of canned responses. This will help to take into account the number of responses by tags, thereby making it clear how many requests there are on this topic. Now , the addition of tags is specified in the rules, which greatly complicates the work with tags since you need to write a lot of conditions. In many helpdesks it’s has already been implemented and they have a lot of satisfied users😊Please rate this idea.
Hey everyone! You might remember me from the event in Johannesburg- it was so great to see you all there :) As mentioned at the event, the idea is to keep the conversation going and we intend to keep providing you with content that matters. In this spirit, we’re hosing an Agent Roundtable on the Community today at 5PM SAST. It’s on Zoom so feel free to join us on your way back home for a nice conversation you may relate to, and hopefully learn from!Join us to Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community RSVP here
Hey everyone! You might remember me from the event in Cape Town- it was so great to see you all there, the stuffy room notwithstanding :) As mentioned there, the idea is to keep the conversation going and we intend to keep providing you with content that matters. In this spirit, we’re hosing an Agent Roundtable on the Community today at 5PM SAST. It’s on Zoom so feel free to join us on your way back home for a nice conversation you may relate to, and hopefully learn from! Join us to Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community RSVP here
When responding to tickets on Freshdesk, it would be great to have a placeholder that pipes in the name of the last person that replied on the ticket.For example, 1 person could raise a ticket, the agent responds, but then a second person at the requester’s end could respond.In this case, when the agent replies, the placeholder greeting would still say the original requester’s name.
Bug fixes These were the bugs detected, and they’ve now been fixed. There were issues with the health score in Freshsales, Freshworks CRM apps, and Goals 360 fields. There were issues in the churn forecast dashboard data. Mandatory field error state showed modal instead of highlights in Alert Automation. The All Accounts dropdown was displayed instead of the All Surveys dropdown on the Account details page. The Owner was not displayed in Touchpoint, which is created using google Events without participants. Created auto-deploy goal template was not displayed on the goal list page due to the target value. An internal Server error was thrown when the task status was changed from In progress to Completed. All recurring events in the Outlook calendar were deleted when customers deleted the Touchpoint created using recurring events. The "User role" picklist value was not working in the user segment/list view. An error was thrown when customers tried to paginate the custom
New Features and Enhancements Bug fixes New Features and Enhancements Holiday flow enhancementsA warning will now be displayed when no action type is selected while setting up the holiday flow. Bug fixes These were the bugs detected, and they’ve now been fixed. Few calls were dropped due to Twilio token authentication issues. Agent availability was not displayed on the Availability dashboard even though the agents were active on the phone channel. An error was thrown when supervisors tried to join a call to monitor it. The contact name was not shown in the lifecycle events and call metrics tab for parallel calls. A few calls got disconnected as soon as they were assigned, and the agent picked up the call. Call metrics did not reflect the agent’s name to whom the call was transferred. End users were put on hold when an agent was added in conference to an ongoing parallel call. Agents could not find contacts from Freshdesk during call transfer. Calls were not ringing to a
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.