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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

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

Hi all, I'm new to this forum, and i just wonder if you can give some tips?we are currently implementing fresh as our new itsm solution (we used Cherwell before)Our current categorization is kind of a mess as it was not set up correctly at the start, example : E-Mail & Communication Outlook / Exchange Incident E-Mail & Communication Outlook / Exchange Request  as this provides not really an overview of the issue we are looking at the best options to change and get a full reporting view, do you happened to have some best practices we should take in consideration?how is it set up for you and how is it to use for agents and or end-users?Thanks for any advice / guidance

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.

I have my portal iframed inside my website.  Everything works fine but when someone clicks login or sign up we get this error…  justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not.  Any ideas? 

I have followed the documentation. I've gotten some support responses, but haven't found a way to make my bot "smarter".It only works under closed answers.Has anyone managed to make the bot more like an AI bot that responds to pre-trained language phrases?

Really? Is not possible to have badges on iOS chat app? As all apps

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues? 

Hi,I’ve created some custom fields for my ticket forms. I want to prefill some of these forms with generic informations but I can’t find how. Is it even possible ?thanks

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

Hi, This is the most basic question I think. How do I configure emails/replies to be sent to who ever sent an email? right now people are sending emails but there are not getting replies with the ticket number. 

Hi there,The Start Again button appears to be missing from our freshchat bot. Any ideas on how to get this back?We’ve tried in Chrome, Brave, and Firefox.Many thanks

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

Agent is not required when submitting a ticket:But I’m getting 400 Bad Request response status when attempting to create an unassigned ticket via the API:{  "description": "Validation failed",  "errors": [    {      "field": "responder_id",      "message": "It should be a/an Positive Integer",      "code": "invalid_value"    }  ]} This old post seems to confirm responder_id is not required: What am I doing wrong?

Dear Community, Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.Can I use this existing shared mailbox to transfer to FreshDesk?Until now, I did not manage. Thank you!