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Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software.The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation.Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true: I’m curious to know if other people have seen this and how they have approached the issue Thanks
So we were ready to sign up with an annual plan, had the card ready and then hit a peculiar road block we’ve never seen before… Freshdesk make it mandatory at checkout to enter a VAT number.Of course, being based in the UK - we have never needed to have one. Not all businesses need one and even Zendesk realises that because it is optional on their checkout like usual.Is this decision of Freshdesk to enforce VAT numbers based on a misunderstanding of UK business regulation or is it something else? I’m kind of hoping it is something else because I am extremely intrigued at the reasoning and I love a weird story, like maybe they hate business which don’t want to have an optional VAT number or something haha.Dying to know.Thanks.
Freshdesk search does not present which article the results come from. ------------------------------For example:You are a car company, making 5 types of cars.You search steering wheel and get 5 results with freshdesk today Steering wheelSteering wheelSteering wheelSteering wheelSteering wheel This is how the results should be shown Steering wheel(Audi A1) Steering wheel(Audi A3) Steering wheel(Audi A4) Steering wheel(Audi A5) Steering wheel(Audi A6)------------------------------ This search shortfall drastically reduces user experience
Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.
HiI am currently trying to use the Time Triggers Automation to set a follow-up schedule. For example:Set ticket Status to Waiting on Customer3 business days pass (72 hours not including weekends) with no response or replySend follow up 1A further 3 business days pass (144 hours not including weekends) with no response or replySend email and set Status as ResolvedBecause our business and customers do not work over the weekend and we cannot exclude business hours from the Time Triggers, we are unable to properly automate the above. Or if we do, we risk customer consufion or frustration if we end up closing a ticket on the weekend and they haven't had time to form a response.Can FreshDesk please implement an enhancement request for this or let me know how I can setup an automated follow up schedule based on the above timeframes in another way?Cheers!
On the tickets table view, you can only sort the tickets on a few columns, like date created, priority and status.But it would help a lot if I was able to sort on any column, including columns from custom fields I've added.For my situation; I've created a custom date field 'Customer reaction expected date’. If I know a customer won't be able to look at his case this week, I use this field set a date in the future. When I'm able to sort on this date, I can see exactly which cases I need to work on today and don't have to bother with cases due for next week (or tomorrow)
Update Customer Survey ResultIn progress
We have a scenario where we had negative feedback from a customer. We reached out to resolve the issue to the customers satisfaction, and they are now interested in changing the result. I think this would be a useful feature to add. Why should a situation that was resolved to satisfaction still have an overall negative impact on the organizations score?This would be a useful feature.
Deactivating agentsIn progress
Currently, if you want to “free up” an agent license - the only way to do this is to remove the agent. This means you then lose all their history as you have to transfer it to another user. This is just wrong from an audit trail and compliance perspective. You should be able to remove an agent license from a user and keep their history
Forms in Freshdesk/portalIn progress
We have a need for using forms that aren’t the canned forms that agents have to send via tickets, but a freer form that you could set up to show in the portal. In addition to adding a new ticket in the portal we need the possibility to make individual forms to be usable directly in the portal.
Sort tickets by multiple columnsIn progress
Currently, when viewing a list of tickets, you can add, remove and rearrange columns using the setting on the right-hand side. You can also sort the list using the setting on the left-hand side. However you can only choose one of the columns to sort by. For example, say you have columns for Priority (low, medium, high) and Status (open, in progress, resolved). You can choose to sort by Priority (asc. or desc.), or you can sort by Status (asc. or desc.) - but not both. If you sort by Priority desc. for example, you get a list of all the high priority tickets first, then the medium ones, then the low ones. But out of all the high priority tickets at the top of the list, the Status of those tickets could be in any order. I’d like to suggest a feature that lets us sort a ticket list by multiple columns. This would mean that, for example, you could sort by Priority desc., then Status desc. This would give you a list of all the high priority tickets first, and out of those, all the open ones
Save columns with ticket viewsIn progress
Right now, we can create ticket views and save them, but the specific columns used in those views do NOT save. I brought this to support and they told me columns stick per browser session in cache, but do not save and display for everyone. We depend heavily on custom columns. The ability to save columns with ticket views not only seems logical, it would be highly beneficial and allow us to make full use of custom felids.
Hi there,Currently, if you wish to invite COLLABORATORS within a ticket, you can’t as long as you’re an AGENT.The only workaround is to tick this option within the ADMIN section of a new ROLE.It brings a major downside because once you enable this option, FreshDesk considers the AGENT as an ADMIN and not as a basic AGENT anymore.Which results in the loss of the ASSUME IDENTITY capability which makes AGENT management a nightmare.Hope you can fix this urgently.
Hey all,Requests for the ability to create scheduled/recurring tickets in Freshdesk have come up before, but Freshdesk won’t implement it unless enough people ask for it.There was a thread here from years ago where many people wanted it, but the thread doesn’t seem to load any more: https://support.freshdesk.com/support/discussions/topics/312856/page/1?url_locale=I am requesting the following feature in Freshdesk:When creating a ticket, have the ability to:Schedule it, i.e. it gets ‘created’ on the date/time set (more importantly) have the ability to create a recurring schedule where a new ticket matching the template is created each time that recurrence occursFor example:New ticket - Weekly Review of Resource AllocationSchedule - Create ticket every Friday at 15:00orNew Ticket - Monthly Patching of SystemsSchedule - Create ticket on the third Tuesday of each month at 09:00orNew Ticket - Process Staff Leaver AccountSchedule - Create single ticket on 15/04/22 at 17:00This is a native fe
Instead of having only the date we should be able to choose the time HH:mmI can think on several use cases:- pick up interval on the same date: from 13h to 18h- task made by a non-agent paid by the time they spend in doing that task ( 3h 45m ) with 40m in getting thereYou guys are already had it implement in some sections so it should not be difficult to implementanother way you already have it implemented is the following one:
We are using the API over different servers and a nice feature to have is a dashboard that will let you monitor the API activity over the last hours when being able to filter the requests as per referer. This way we will be able to monitor the servers that generate more requests before reaching the maximum number of requests per minute/hour depending on how your API is set.As an example I am sharing the Zendesk API were you have a limit of 700 requests per minute but it’s an incomplete version as they don’t tell you from where the requests are coming from.We have now created our own counter on each server in order to monitor the activity and we plan to develop our own centralized dashboard if this feature is not implemented soon enough as our projects continue to grow fast.
Feature Request: Freshdesk Native Integration with Popular Apps (such as Tokopedia, Shopee, Tiktok)New
Hi We have a customer who has renewal consideration towards the requests to integrate Freshdesk account with popular apps such as Tokopedia, Shopee, and/or Tiktok. However, this still isn’t supported by Freshworks.We were suggested to raise this discussion on the Community Forum, so these features can be possibly considered in the future product roadmap that may related to other global customers or users of Freshworks.And also, adding another reference that can be used as to evaluates FW products with other vendorsQisqus supports Tokopedia, Shopee, Lazada integration Salesforce supports Tik Tok integrationPlease do keep us updated.Thanks.
Bridge Red theme for Freshdesk This template is fully compatible with Freshdesk and is easy to brand and customize.Bridge Red is a powerful and versatile Freshdesk template that is easy to modify. The search bar is always in the header, and your customers can find it fast and easily if they can’t solve their problems with self-service articles. Bridge Red offers additional functionality that is provided in the default Freshdesk theme: Inner pages with a unique design for great UX. Variety of homepage layouts: custom blocks, a category list, a category tree, and recent articles. Formatting components to make your articles easier to read. Do-it-yourself Freshdesk branding and customization with HTML and CSS. Recommendations, after-purchase support, and additional services like advanced branding and customization from Freshdesk experts to save your time. Homepage in the Bridge Red theme for Freshdesk Formatting components in articlesEasy-to-use formatting components are a step for
Your most-awaited Custom Objects enhancements are here!Product update
The functionality of custom objects is extended with a host of new enhancements! You can now Set up automation rules with custom objects Extend the functionality of custom objects to your support portal Start associating your custom objects with Companies As an admin, you can set up rules to update records automatically, ease the ticket creation process for customers, and associate custom objects with Companies to assist customers better. Reduce the manual workload on your agents, and improve the visibility of custom objects on your support portal to assist with easy ticket creation and updation. Operational benefits:As an admin, here’s how you can leverage these enhancements for your benefit:Reduce the workload on your agents - Perform ticket actions, update custom object records, and more by setting up automation rules with custom objects. When a ticket comes in and is associated with a custom object record, set up conditions to update the record automatically. Ease the ticket c
Hi, we host a saas solution. There, the user can decide for the whole application in englisch or application in german. We do also use freshdesk and there, we do also have the pages in englisch and in german. What we now want is the following (imho obvious):When the user from our application opens a help page, the freshdesk page should be in the same language as the application (english or german). Easy would be to just pass the language as a parameter in the url. I did not find anything about this and ask for help here.RegardsSabine
Freshdesk is a special cloud-based software designed to facilitate and improve customer support. Its excellent and cost-effective features are quite popular among online enterprises for enhancing the customers' self-service and their support teams' overall productivity.dailycouponsandcodes
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