Solved

I wanted to display the articles based on tags, if the articles exceed some 100 numbers, then I will have to filter them based on the number of views,so that I can show only first 10 most viewed articles in my page. kindly, help me out. Thanks

We have had it happen a handfull time that a customer would contact us via some other channel and say that they sent an email but we never responded. Then, when we check the tickets, there’s no trace of anything from that person. We are using GSuite email with a custom support email and forwarding set up to Freshdesk. We get plenty of tickets so the system is working and the set up is correct. But why would only some emails never make it to tickets and be lost in space?

When a contact/customer creates a ticket, can we disable the browser version and OS information that is captured? Our customers deal with sensitive data and this information does not need to be captured or stored anywhere.

Dear everybody, In our Helpdesk we have the following "Liquid error: undefined method `name' for nil:NilClass": Right above the header. Does anyone knows about it? Best, GroupLotse Admin

We use Tracker tickets to monitor problem cases and update all related tickets. This is fine where tickets have been raised. However, if a Problem comes up before any tickets are raised, I want to be able to create a tracker. Normally I would do this from inside another ticket but in this scenario, no ticket yet exists. The only way I can see is to create a dummy ticket first, then create the tracker from within it and then delete the original ticket which is clumpy. It would be handy to be able to create new tickets as Tracker cases or at least, to be able to convert a regular ticket into a tracker.

In the Freshdesk Analytics there is a Graph which displays the “Average Resolution Time” in Busines Hours. Ist it possible to NOT include the time of Tickets which were in the Status “Waiting for Customers” or “Waiting for Third Party” since we sadly often have to wait 3+ Days for Customers to answer. And that blows up our resolution time

The arcade feature is a great way to get some friendly competition going between agents. However, the limited badge graphics really aggravate me! I wanted to make tiers to each ‘statistic’ level reached. EG; Resolve 50 tickets, resolve 100 tickets, resolve 500, etc etcThat’s fine I can do this - however I have to choose a different badge graphic. This doesn't make much sense, that I have a badge called Telephone Master, but it has a symbol of a cup of coffee because I already used the phone icon badge. A feature allowing us to either upload our own images (Constrain it to a set dimensions to prevent abuse of file sizes etc). This would allow me to create a ‘Telephone’ graphic that’s bronze, silver, gold, platinum, diamond etc. OR Use preset badges we have already but allow usage of the same badge for multiple achievements. Maybe even an option to shift the hue of said badge to allow differentiating the ‘levels’ if you are doing that kind of thing.

Actually, I’m new to freshworks and want to become an agent for them. But having no knowledge about that. I’ve developed an thop tv app and want sale it. Adding with kindly tell me about Freshdesk Agent fundamentals.

Hi all. Can someone help out with setting the TXT in Cloudflare dns? This is how I did it and freshdesk is not recognizing it. I have followed all the FAQ and I’m still having problem with it. So under name I put the : fdkey.sudomain.freshdesk.com Under Content i put the fdkey Did I do it right? Cuz I’ve flip it all kind of variation and freshdesk is still not able to verify it. I’ve tried this variation: So under name I put the : fdkeyUnder Content i put the fdkey.sudomain.freshdesk.com Please help?

I was receiving DMs normally two days ago. Today however, a DM came in through one of my Facebook pages and I did not receive this message in Freshdesk. A quick search of the user’s name, also did not show any relevant results. I now have to log this manually through Facebook. Can someone assist on this?

Many of people are here asking about the freshdesk community which is somehow confusing for me as well. I want to know what is exact purpose because some times I saw people’s queries about cars, drifting also. Thank you

Hello, For Freshdesk, we are trying to configure different portals for each own language (spanish, english, french and italian). We were following the steps indicated here: https://support.freshdesk.com/support/solutions/articles/239337-multilingual-ticket-fields-and-forms We import the modified yml file but no changes are made on the portal. The main appearence on the portal is translated but not the ticket fields. I attach you the fr.yml file with the translations we made (it’s the same result for the rest of the languages) Anyone with the same problem? Thanks and kind regards

Am getting an error message, scheduled maintenance is under progress. Thisi is only after barely 15mins of usage for the first time. Created a few articles which are now not accessible since I cannot return to my portal. Read a couple of similar issues here and that the actual cause is that my account is being flagged for suspicious activity? Barely used it so not sure how come this happened. Please assist to reinstate my portal. I have not even had the chance to change the domain name. Thank you in advance. Husni Account Name: newaccount1614733232737.freshdesk.com

Hi all, We have 30 groups of agents which handle tickets for their customers. Depending on the mail address (FROM) the mails should be routed into these groups. In total we have 2250 mailaddresses. On average that's 80 mailaddresses per group. The domain name of the mailaddress can be the same as a group is one location / establishment of a company. What would be the most efficient way to configure the above routing in Freshdesk? We were thinking of using automation rules, but the mailaddresses in these rules need to be entered one by one according to Freshdesk support. Anyone figure out a way to do this more efficient? Can an API be used to add the mailaddresses? Do we have some other way to route the mailaddresses into the right group so the agents can handle the mails? Regards, Nika.

Hi I’m testing the CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”. Can you help me out please? Kind regards Thomas Decamps

Hi All, Having an issue on one of the 3 Freshdesks I manage. Emails don’t seem to be sending but they are being received, I’ve checked the notification settings, email verification etc and all looks the same as the other Freshdesks, Any idea how to troubleshoot further? Thanks

Hello, It has been 8 days since we had issues with accessing Freshdesk and Freshservice. It has been 5 days since we last heard from anyone and now over 24 hrs since we proposed some form of solution. We requested how to get a local number for Freshcaller since it says to contact support to get a local number in our area and it has been 8 days since the ticket was submitted and no response at all. Support is terrible. They respond really slowly and when they do respond it seems like they haven’t read any of the tickets and tell us something like "Just login to Fresdesk and do X” or “login to Freshservice and do Y” even though the literal title of the tickets state that we cannot access the services at all. It’s a shame really because they are very friendly when they do respond. Freshworks offers everything we needed in one place and one could say it was too good to be true. The services we have tried all work as expected and the products seem really well developed. But at this point we

Hello, We have been trying to get a number of services setup with Freshworks. In attempt to change the administrators email address we have been completely locked out of our Freshworks account along with all of the attached services due to an error when trying to “activate” the accounts new email address. The support team seems to be having issues with fixing it and we have now been locked out for over 24 hrs. Has anybody else come across the issue? We are concerned with continuing to go ahead with Freshworks services if it is possible to be completely locked out of our account for so long with no resolution in sight. Thanks in advance for your advice!

I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution. Here is the rule (i can see # of tickets impacted by it): If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to Requester PS I’m working in our sandbox at the moment.

Dear Team Fresh desk, When we are going to submit A ticket there is a problem . This message coming in every time - ‘We are sorry. You have been restricted from accessing this helpdesk page.’ My url is - https://sskalakendra.freshdesk.com/support/home

Does any connected Freshcaller to local PBX via SIp trunk ?

Hi, We have very complex objects and models that we need to create via custom modules, these modules and their data will need to interact with our existing systems, processes and end points. Is there a way to interact with custom modules via API or REST end points?

Hello Is there a way to see or download a log of all users login? (not agents, normal users) Yhank you very mych

I would like to automaticall merge all new tickets into 1 based on customer email. If he sends a new email or opens a new ticket, it should be merged under his old ticket.

Hello! I have a question about the option: Waiting of customer and Waiting for a third party, when selecting them, is it also considered within the SLA time?, Since the response time varies, which can be 1 month, 2 months, etc. . Or is this period of elapsed time simply not taken into account? Thanks greetings!