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Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject:  “Ticket <ticketnumber> has been assigned to <agentName>}

How do I remove this unwanted banner notification from the tickets view as there is no close button? 

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

First post here on Freshworks so a Big “Hi” to All!Also, apologies if this topic already appears elsewhere - have searched!OK - our Sprout account was opened some 4 years ago and is in daily use. The admin that set up our self service portal content has left and we wish to edit this content. Although the Portal is “active” - viewable by users - there doesn’t appear to be a way to edit the content.If there is a mechanism to do this - I may have missed this option - could you please let me know? Thanks. David Williams - Extinction Rebellion UK 

I would like to ask if the contacts can login to mobile app? or only the Agent?

Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines.  How to do this?    

I’m new to freshdesk, so I don’t really know if this is already implemented. Is there anyway that I can create a ticket (as an agent) from a message?I’ve searced and all I could find is that it might exist for freshservice.

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email.  We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version?    Many thanks.    --- L  

If a customer sends an email to ####@####.freshdesk.com it is taking more than 2 hours to create the ticket and the responses are taking more than 10 minutes to reach customers, there is a problem today?

I recently implemented an SLA with a timer that begins once a chat is assigned to a group and once it is ‘breached’ (our agents hate this term by the way - exceeded is a friendlier term), uses advanced automations to send a bot message to the client to let them know agents are busy and will be with them soon.We’d like to change the timer start to after the client sends their first message but I cannot see an option for this. Is this doable?

Hello,I would like to know how to export my contact in an excel file ? I found another thread talking about it and saying I have to create a report, but I can’t.It seems I can only use predefined reports.

Hello all!First time messaging here.By default, Help Widgets have a field in them that is called “Your Name”. I need to translate this field label to another language (in this case, Finnish).However, I cannot find the field in either Ticket or Customer fields to rename it. Adding Finnish as a secondary language in the system did not update it in the widget either.Widget is used outside Freshdesk Portal.Any advice would be appriciated! 

Hello, When I create an article in our company’s Knowledge base, I need to customize it with code. I saw that there is a code view, but it seems that the HTML code I configure does not work as expected (I tested in a different environment and it worked). I am trying to code dropdown content buttons.Is it possible on Freshdesk system? If it does, what is the best way to do so? I want to have the option to click on a buttom with a subject, and that button will open a sub-article. I need several buttons inside one article. Thank you,Amit  

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

I am trying to create a chatbot for whatsapp in freshchat. I am trying to render buttons according to response from api. I am using the process as can be seen from the demo bot dialogs. I am using an array returned from api as the button name. Everything else is working. except the buttons ae not rendered in the bot dialog in whatsapp. Please help if you can. Thank you

Afternoon, Nearly five months ago I got help from the community to modify one of the chat bubbles. In the process of building that I lost an important bit of the system - the clients name entry before the chat starts.*Please note that we have the the chat bubble set to turn off outside business hours. 8 - 6 EST.This is our standard and live site with chat: https://manitoulintransport.com/This is the development site we created the site on: https://manitoulintdev.wpengine.com/Depending upon the time you are looking we have changed the icon and it bounces - although that may have to go -but I can’t get it to ask for the Clients name upon first chat.If someone could give me an idea what I broke, it would be hugely appreicated. Please let me know if this is the approprate place to ask this question. Thank you!

Hi there,  Hoping I can make this make sense.  I work for a  organization that is moving over to Fresh Desk Contact Centre which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a  separate public number) .  This number will have its own messaging and menu options, however is it still possible to transfer to the second IVR or have calls over flow to it? Have included a visual of what I am talking about.  Any help with this would be great.Thank you. 

Hi everyone.For example we have 2 que.Support BillingOur customer pressed 2 and went to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can’t. Because they allways have to select an agent. If there is no any available agents on the que, they can’t transfer.We need to transfer to selected que and after that, the que must distribute the calls with in rules.Is there any way to solve our problem? 

How to get contact from Freshdesk to Freshchat? Every customer who chat in widget is always undefined

First we have to add contact for this or how we can synchronize  my Email?

Why isn’t there an integration between Freshchat and Shopify? same quality as with freshdesk!!!!

When ever A ticket is created, I would like to  Add a Automatic Reply to that Ticket on behalf of an Agent. Why on behalf of agent: So, the reply goes to Customer Inbox and Also gets updated in Ticket[i’m currently using automatic-emails system, but that reply wont get appended in ticket] Sample AUTO REPLY, Which I’m looking to Add.  Is there any way to do it in freshdesk or any premium app ? We got your TicketTicket ID: #{{ticketID}} Email: {{ticket.from_email}} Phone: {{ticket.cf_phone_number}}If the above Phone number is incorrect, please reply to this email or contact Live Chat Support Immediately.