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Hi everyone, I am still new in Freshdesk and have been using it for the last 3 months with my team.For more efficiency, we want to be able to import our archived emails and search them easily within Freshdesk. For this, I wanted to tag some tickets that I selected from a search result.Something like :search for all tickets with the keyword « Assemblée Générale » tag all results with the tag « AG » search for all tickets with the keyword « AG » also tag all results with the tag « AG »And then, when we need to search through our old history, my agents can use this limited selection of tags as reference instead of trying to use complicated search strings. Of course, if there is a very different way to build my easy-to-search knowledge base, I am quite willing to explore these ways.I also want to use the solutions but it takes a lot of time to write them down properly and I want to gain efficiency before this.

I have a webhook set up for when new tickets are created. I have had it set up for a while with no issues but today I had a ticket come in and the webhook was triggered twice, exactly 5 minutes apart. Anyone know why this could’ve happened?

I am looking for a way to automatically cleanup aged tickets.If a ticket is older than 48 hours, and has been responded to, send an email reminder to the requestor asking for followup or the ticket will be closed. After 48 more hours and no update, mark the ticket resolvedIs there a setting or plug in that will do this?

Hi! Since last friday all replies inside the tickets are getting bounced (temporary error). How can I troubleshoot this issue to get a clearer picture of the problem?  Thank you for your help.

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk.  So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off? 

Hi all, We’re trying to get set up here. I’ve created a freshdesk app in Azure, and successfully SSO agents in, grantng agent roles within the azure APP.  However, configuring SSO for contacts gives a completely different identifier so i can’t link it to the same app. Considering the Azure freshdesk app has roles for both agents and contacts, it seems logical that one azure app is intended for agents and contacts Am i missing something here? can the SSO method for agents be re-used for contacts without making a new one?  if so, how?. If not, what do you do? 

Hello, Can anyone tell me the answer to one question about freshchat. Actually, I want to use freshchart on my tattoo blogging website. I create a tattoo website to guide the people <a href=”website url”>how to book a tattoo appointment over email</a>.

We wanted to change our requester email notification.We copied in a format from an email template (Microsoft Outlook) which was correctly displayed,We then saved the template.Since then there is only a white page and we can not access edit mode at all.We have tried to deactivate and re-activate the emails but this also did not help. We need some help please! a lot of thanks!

We have been getting a weird error on our Solutions page for a while now -- we’re looking to eventually update our theme for our support site, but we’re trying to dig in and get to the bottom of what’s causing this error before doing so.We’ve reached out to FD support, who helped us to hide links to this page, but we’d like to fix the root of the problem. Here’s the page where the error is showing: https://help.bl.ink/support/solutions/The error says: Search results for ""Liquid error: undefined method `filters' for nil:NilClass We’ve also tried Googling with little luck. Can anyone help point us in the right direction for getting this resolved?

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom

I accidently deleted an attachment sent by the customer. What can I do?

if you send a message in Freshdesk and need to recall it as it sent in error can this be done?

While I am enjoying FreshDesk as I evaluate it, I am surprised at some basic usability issues (given that it is a mature, well-funded app). Case in point, editing the title of a ticket could be a more streamlined. I do this quite frequently and find it frustrating. Here’s what I would like to see.In a list of ticket allow “in place” editing of the title, without having to open the ticket. This could be as simple as a small “pencil” icon, to edit. Columns like Agent are editable in the list, so I am not sure why the title can’t be. Similarly, when I have a ticket open I’d like to be able to edit on the form itself, instead of the three dots (which already de-emphasizes a common option) → Edit Ticket Details → <Make my change> → SaveThese are not showstoppers for me but, for a pretty common task, the number of steps required to make these changes is worrisome in terms of some other usability issues I might find as I explore more. PS: Of course, I’d like to learn that I have simply

I would like to ensure that all contacts who have submitted a ticket are associated with a client, so that future emails/tickets from them are handled correctly. How can I find a list of my contacts with no company? I I click on Contacts from the sidebar, it defaults to a client, and I can’t find a way to see those who are not associated with any company.

I am evaluating FreshDesk and generally pleased with what I see. However, I have a use case that doesn’t seem to be addressed. It seems like a pretty straightforward situation so I hope this is just me missing something.A VA at my company creates a ticket (initially for internal discussion). We work the ticket and come to a conclusion or fix the issue. We then want to email a customer. We need to track that email in the ticket so that everyone is aware. IMPORTANT : Until this point the customer has had nothing to do with the ticket.I am stuck on this, as follows...As I understand, I can’t use Reply, since there is no previous communication with the customer so his/her details are not available. Forward is not an option since that would include the whole (internal) discussion in the email sent to the customer.I am hoping that someone can put me out my misery and tell me how to achieve this. This would be a very common use case for my small business. Thank you.

Hi, i'm Laurens and newbie in regard to Freshdesk.We installed freshdesk a month ago and it is working like a dream exept for…..Feshdesk is reading 3 different IMAP mailboxes and sometimes we noticed that emails are not picked up by Freshdesk. For instance on a typical day 20 emails are delivered to the email box but only 18 are picked (read by) up by Fresdesk.The emails which are not being read by Freshdesk are normal emails.We cannot figure this one out. Any idea how to debug this or where to look?thx in advance, Laurens 

I am setting up solutions in my Knowledge base and then people using my web app can access the solutions via the Freshdesk widget on the site.I have set all the solutions to make them visible to all users.The solutions show in the window on the page but when they click the expand button to see the solution on a full page it says they need to be logged in.  What am I doing wrong?

When we reply to customers their email is added to the end of the agents reply. When the customer replies with their email client set to include the original email, you huge emails returning when there have been a few back and forths, making it hard to find the reply in pages of text.Now there is a icon on at bottom of the reply window that allows you to display and include the customers email or exclude it by selecting the X that appears when you hover over the icon.Can’t capture the X when doing a screen print.What we would like to do is permanently turn off the automatic inclusion of the customer’s email and only include it when selected via the icon.Regards,Arie.For Hind Technology.

Buenos díasTengo un problema un usuario fue borrado por error y lo mismo no puedo restaurarlo porque dice borrando, solo queda así sin darme opciones.por lo tanto, necesito activar el usuario

Hi all,I’m experiencing a problem with receiving forwarded mails in Freshdesk. At this moment a single team in our organisation is trying out Freshdesk, so we haven’t integrated the system in our organistion yet. When someone from another teams forwards an email to this testing team, they will only receive the content of their collegue’s email, but not the content of the original email. Using Freshdesk organisation-wide would solve this problem ofcourse, but I’m wondering what happens when an external person would forward an email to our support address. What is known about this issue and is the a way to solve it? Thanks in advance!

I have heard about Klook API but don't know what it is and how that is beneficial for travel agents?