Solved

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

Is there a way to get analytics to show time bands of when tickets are resolved?  On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

Hello, we are workin on our customer portal but the translations in german are horrible. Is there any way how i can customize it by myself?   And the other question:  I find some lists of free Themes here but when i click them i get redirectet to the root directory of you support site. Are there any free themes in 2022 which i can download?  greetings David

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

I have customized the product styles and frontend using page customization in sandbox. I need to know, If I sync sandbox to production, is that page customization changes will reflect production environment else do we need to copy and paste the code in production environment?

Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks

Hi, I’m new to freshworks. I’m unable to verify my company. How to fix it? can anybody help?

hey there guys -i’m a total FreskDesk noob - and i’m an intermediate CSS’er.I’ve changed up the header buttons to match a mock up that we’ve done, BUT it’s made other buttons go bad.Please see the screenshot and let me know if any of you have ever experienced this, and if so, how did you resolve it? Any insight and direction would be super helpful!!A bit of a time crunch on this one. it’s impacting the usability throughout the site.  

Hi, I have this odd scenario where one of our customer service agents consistently favors addressing newer tickets over older ones, and I’ve been racking my brain over how to force him to resolve older tickets first.This person is the son of the CEO, who I cannot get to care about this. Countless attempts to change this behavior have proven fruitless, so I’m looking for a way within Freshdesk that would force this outright.Is there any way to set up automation, or something else, that would make it impossible to resolve a newer ticket until an older ticket, or one with higher priority, has been resolved first? Am at my wit’s end. Thank you

Is there a maximum Field Length for Subject?

I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status.  If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.  How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring

Hi! I am wondering if it is possible to retrieve the total lifetime ticket count using the Freshdesk API! I have only found one method, and it includes doing a for loop with page as the iterator, but this seems very inefficient to me, and it always results in me sending too many requests and getting no data back. Is there a simpler way to do this that does not cause too many requests to be sent and not using a for loop? Kind regards, Guy

Dear All,How to create a ticket field which permits to cc another contact ? Also, does a dynamic placeholder exists to show all the contacts in cc of a ticket? Kind regards,

I’ve noticed that for some tickets, polling the Freshdesk API for all conversations is missing some conversations that we can see in the UI.I’m hitting /api/v2/tickets/[id]/conversations as per the following documentation:https://developers.freshdesk.com/api/#list_all_ticket_notesIs there some extra flag I should be specifying in the API call? Is there some reason certain conversations are visible in the UI but not through the API that I don’t know about? Or is this a bug in the API? 

Yesterday (3/2/2021) filters would automatically update the page when selected. For example if you add or take away an agent in the filter list this it would refresh the page.  You now have to press apply filters to update this change.   Was this a deliberate change?

I want an overview of all closed tickets for the past month in Analytics Report.So a listing of all tickets by company and contacts for the past month.Is this possible in Analytics?

Hello Community I would like to embedd a frshdesk feedback form widget in a google sites page  Anyone can give mea tip to do that ?

HIhaving issues with merging and what client can see verse internal agents can see on the ticket.Sometimes we get a response to an existing ticket but freshdesk creates a new ticket. I thought merging would be an easy way to fix that - but seems I am wrong.It seems the ticket that was merged is no longer visible to the customer (its only marked as closed as far as customer can see in their portal – not even that it was merged)But further the customer loses any visibility on that response that was in the ticket I merged into (as they can not see the merged ticket data it in the destination ticket as the system added it as a private note). Of course the agent can see it but its totally missing from the client view.I spoke to support and their feedback was However, the order of conversations is added in a chronological order and would appear the same way for the customer.My issue is it doesn’t, as that merged information is unavailable for the customer to see (in the destination ticket),