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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!

RBS_SimonApprentice

asked in Contacts & Companies

Outlook contact sync Outlook contact sync - not working

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

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

Soporte Group HRApprentice

asked in How do I....?

I can't see completely "Plans & Billing"

Dear Team,I am currently trying to access the Plans and Billing section, but I only get a box without much information. I need your support to know the steps or what is the reason for this.I need to have these accesses as soon as possible because we are making a record of our services with all the current information, such as: service time, invoices, type of subscriptions, etc. This is my FreshDesk I can only see this: Admin > Account > Plans & Billing

KieselApprentice

asked in Assets

how to delete an asset ?

We physically destroy some older Hardware and now want also remove the entries in Inventory.I looking for a delete button but cant find it. All I found is the TRASH folder but as we never delete anything this folder is empty.

Worthingu3aContributor

asked in Getting Started

Cannot setup freshdesk app.

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8. Android 13.Any ideas please?

jeroen.heijboerContributor

asked in Ticket & Workflow Management

How would I setup a Ticket/task workflow with incomplete tasks

Hello!I am stuck on how to create a workflow that will contain tasks with conditions.I would like to create a workflow where if there is still a task for a department in a service request that is not set to "completed" then the ticket will still on the status “pending” or “open” Please help! I really appreciate it !!

samuel.cerezoApprentice

asked in Ticketing & Agent Productivity

Can't modify agent email

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

MR84Community Debut

asked in How do I....?

Automation - Auto Reopen Ticket with Time Limit

We have an Automation setup that on replies to closed tickets it reopens said ticket. I’m looking to understand if there is a way to introduce a time limit to this automation, for example, ticket is marked as closed/resolved, customer replies and its outside a 10day window. The ticket should not auto reopen, instead a new ticket is created. However if the client responds within the 10day window the ticket will reopen and be managed accordingly.

GraemeWApprentice

asked in Ticket & Workflow Management

Reset ticket after an Approval response

HiWhen a request is sent for approval and the status is set as “Awaiting Approval” - is there a way for the response to reset the status? i.e...if the ticket is approved, then set status back to “Open” if the ticket is rejected, then set status to “resolved” with a note about the rejection.We do have a workflow that “kind of” works - but wondered if there was a more efficient way using API

ricky23Apprentice

asked in How do I....?

Removing email address from cache

We use Freshdesk as our IT support ticketing system. When ever we respond to a ticket it caches the email address, so when you add a CC to your message all addresses you’ve ever written to appear there. There are former employees and outside addresses I would really like to remove from that drop down list. Is there any way to do that?

joshvengleyContributor

asked in Portals, Emails & Other Channels

Email Delivery Latency with Tickets

We are seeing email delivery latency with ticket creation, updates to tickets lately. It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated. Looking through the archives, it seems this has been a topic of conversation, but wanted to see if any others are experiencing this type of latency?

Mike_EApprentice

asked in How do I....?

Automation to merge tickets

Hello, I am looking for a way to automatically merge ticket with the same alerts. Currently we are getting alerts from our back end team that gives us the our clients name and a UniqueID. I would like to merge ticket where this matches. Thank you

NexusContributor

asked in Portals, Emails & Other Channels

How to disable reCAPTCHA for logged customers?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

dvoContributor

asked in Automations and Workflows

Orchestrator Powershell App Issues

Hello, I have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

amgadserryApprentice

asked in Automations and Workflows

Receive last public comment id in freshdesk webhook automation

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work.

MichaelOApprentice

asked in Getting Started

Looks like the training videos I was able to look up on YouTube are quite old. Are there newer ones I’m not seeing?

MichaelJMContributor

asked in Ticketing & Agent Productivity

Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

GoldwhiteApprentice

asked in Workflows and Automations

How we can automate my business?

Hello, I am Ozi Tech Business development officer, can the Freshwork CRM helps me automating my task or business? How it can be useful in improving my business.

phill.yeungApprentice

asked in Ticket & Workflow Management

Workspace Ticket Field List Order

Hi All,Is there anyway to reorder the Workspace list in the ticket fields? RIght now it is set in the order which the Workspaces are created which looks quite random for users. If we can either set it to alphabetical or personalised order that would be best.

Brian RApprentice

asked in Assets

Adding fields to asset

Does anyone know if we can add predefined fields in an asset? I would like to to add the location field to all of our servers so that we could use a dropdown to select the locations that we already have in our instance. When I try to select a dropdown field and add to all servers, it is asking me to add what I want in the list. I don’t want to have multiple list for locations. Thanks.

ZdrodzikApprentice

asked in Automations and Workflows

Parse subject or body text to custom field

Hi.We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:ZAYearMontDayNextnumber (ZA2012106050987)H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)C-H6digits.2digits (i.E. C-H763452.34)We are looking for solution:1 to automaticly parse those ID to external ID custom field2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it

HolgerApprentice

asked in How do I....?

In Growth plan, is it possible to increase the height of the reply editor for customer's response

The reply editor for customers shows only 4 lines and then begins to scroll.I have Growth plan, how do I increase the size ?

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