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asked in How do I....?

FreshDesks Big Problem - is there a workaround?

Ifo you have an email exchange with someone 6 months ago and they then reply to it now it only shows up as a wee blue flag customer responded on a very old email way back in the chain,How do you all keep track of those kinds of emails? IS there somewhere where you can see them coming in? Could we have the option to show replies as new messages in the email chain? Best Tom B.

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove "FIRST RESPONSE DUE"

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated

NenniApprentice

asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

armani.killingsContributor

asked in Ticket & Workflow Management

Exporting all data from ticket using API

Hello,New here, I was wondering if it is possible to extract all the data from a ticket utilizing API. I specifically want to see all data in the description fields as well as anything mentioned in notes. Doing a normal export doesn’t provide me with any relevant data beyond name, date/time, etc. Any help is greatly appreciated.

peterkuliApprentice

asked in Assets

Filters populaled while no rights?

I have created an Agent who has only one role and is member of one group. This role can only view an asset “in their member and observer groups”. When this Agent visits the Assets → Inventory page, the Agent indeed only sees assets which are managed by the group he is member of and can make no changes (so far so good).But the filters on the page (like Company, Location, Managed By) are populated with data of the whole Freshservice instance and I don't want this. Is there any way to avoid this.

MoniquevanzContributor

asked in How do I....?

Hide ticket field 'Tags' (or move it down)

Is there a possibility to move the ‘Tags’-field on the ticket page down (so not on top) or to hide it?

MoniquevanzContributor

asked in How do I....?

How can I change the FROM email address, as a standard? That it's always the same, even when I have 10+ email addresses registred

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

misonCommunity Debut

asked in AI & Bots

When are getting Freddy - Conversational AI

Hi - When will we get this style of Freddy - AI conversational - i saw it at SITS, but we do not see Freddy like this.

Mykola ZhuravelSkilled Expert

asked in Portals, Emails & Other Channels

Where is emoji for Freshdesk article? 2023 today

2023 today, but emojis for Freshdesk is still out of office. R U serious?

jav.hussain2001Apprentice

asked in Automations

Need Help With Workflow to auto send an email if user answers no to a question on the Service Request

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊

HendoApprentice

asked in Analytics, Reports & Dashboards

Why isn't the Ticket Creator accredited with 'Ticket Created'

There can only be one creator of the ticket, either bythe system (email, portal etc) or an Agent (eg. Phone).Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).The ‘Assigned Agent’ at the time is the one credited with the creation.We are running analytics to assist in KPI’s / commissions for Agents.It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.BUTWhen the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Issue with Azure Orch - Remove Group Member

We utilize several Azure orchestration functions without issue however when trying to use the Remove Group Member functions which requires the group object ID and an email address. I continue to get the following error returned: “Unsupported referenced-object resource identifier for link property 'members'.”I’ve attempted when the group is a security group or 365 Group. I’ve tried with the user in the group and not in the group. In all scenarios I get the same error message.Now consequently the next step in my workflow is to add the user to a different group. Which works fine, however if the user is already in the group and I’m trying to add them again (testing logic) I get the same error message “Unsupported referenced-object resource identifier for link property 'members'.”.Anyone able to use the Remove Group Member and it works? What am I missing?

DennisGlobalContributor

asked in Portals, Emails & Other Channels

Ticket creation

Is it possible to create a ticket as a Agent,Onbehalf of the Customer,But having to wait for a response from the Customer?When i make a ticket for the customer now, The Agent has to react in a certain amount of time.But i want the reaction time to be on the Customer side. Not the Agent side.(to prevent SLA issues)

PatriciaAApprentice

asked in Analytics

Need Help Creating Analytics to Show only Tickets Created By Specific Agents

I’m trying to create analytics report in Freshservice to show the number of tickets in a given month that members of a specific group have CREATED, and not just worked on. The purpose is to analyze the number of tickets each agent has created vs the number of calls they have received. I’ve been playing around for a while but have not yet found how to get these numbers. Each time, I get tickets others have submitted, and the agent has later been assigned and closed. Any thoughts on how this can be accomplished?

Shadab MukriApprentice

asked in How do I....?

Unable to send email from custom mailbox

Our emails are not reaching to the clients since today morning, we changed the custom mailbox password as well but still facing the issue

FSEnthuContributor

asked in Portal/Knowledge Base

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

AmelCommunity Debut

asked in Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

Emilyb24Apprentice

asked in Apps and Marketplace Integrations

Freshdesk Integration with Salesforce Failing

We've been relying on the Freshdesk integration with Salesforce to streamline our workflow, but it's suddenly stopped working. Ticket updates are not syncing, and we're unable to access Salesforce data within Freshdesk. This is causing major disruptions to our support operations. Has anyone else encountered this issue recently? Are there any known fixes or workarounds? We urgently need to resolve this to avoid further impact on our customer service.

skiranApprentice

asked in Analytics, Reports & Dashboards

SLA adherence (On Time Index)

Hi I need these dataSLA adherence(On Time Index), and ageing of unresolved tickets where i will get this and i want to represent in chart

MarinaMCommunity Debut

asked in How do I....?

Can't Receive Activation Email

We’ve tried sending the activation email multiple times to our new user and it doesn’t go through and there doesn’t seem to be any way around this

Michelle GreenSkilled Expert

asked in How do I....?

How do you Archive Contacts & Companies?

We have a lot of companies that are no longer with us and contacts that are no longer with the companies. We dont want to delete them as we require the history.Currently we put a ‘z’ in front of the company name or client name, however when searching these listings come up so not really efficient.Are we able to archive these companies/contacts it would make things a lot easier.

shannon.mejiaSkilled Expert

asked in Analytics

CSAT Calculations

Not sure if I am just looking at this wrong, or what….I don’t think our CSAT scoring is calculating correctly. We ask 3 questions on our survey with 2 of them being a 5 point scale and 1 of them being a Yes/No question. Based on this image, if I add the total score and divide by the maximum score, this agent should have a 93%, but the CSAT is calculated at 3.75 out of 5 or 75%. I am sure I am missing something but I cannot wrap my head around it LOL. One of the tickets only answered 2 questions and not the 3rd, so not sure if this is impacting it, but the scoring doesn’t look right for any of my agents. Thoughts?

Fathom55Community Debut

asked in Ticket & Workflow Management

Service Item fields variables not formatted, after friday 8/30

has anyone else noticed since the maintenance window 8/30 all their email notifications are messed up? The Service Item placeholders which output all the visible fields for SR, used to output via table in email and now its just a jumbled up mess of a paragraph. Were on Semi-annual channel for Outlook, so no Outlook updates happened. and Support acknowledged others have reported the issues.FreshService Support just simply says use outlook on the web instead of desktop app or “new Outlook Beta”, which isnt really an option for large organization. Seems like there's some kind of compatibility issues in their code for Outlook Desktop app. anyone have any ideas?Example:

stanislaw86Community Debut

asked in Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

TPniceCommunity Debut

asked in Portals, Emails & Other Channels

Threads Discussion - Parts of the text get lost

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

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