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So our Head of CS in my organization doesn’t care/bother to measure the usual KPIs for our CS department. Like avg resolution time, or avg response time etc.  instead she solely cares about how old the ticket that has so no response or «non customer» update in it.  How can I measure this in an analytics report? What steps do I need to take to create it? can anyone help me a little with this? 

Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-t

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.I can see others have had similiar issues:I am not getting email notifications when a note is added by another agent | Freshworks CommunityPrivate Note Notifications missing for agent | Freshworks Community2 or more agents working on same ticket, Problem with notification when adding notes | Freshworks CommunityIs there a solution for this? A workaround? Perhaps a workflow that can be created?Thanks,Matthew 

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, New Ticket and Tickets in the client Homepage?3. I want to remove the portal name from the client home but keep it on the browser title, is this possible?I searched the held section but couldn’t find any info on these questions.Any help would be much appreciated.Thank you.

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi ​@Daniel Söderlund ​@Nav_in ​@mbutler ​@Joshua.Lawrence ​@nick_marko 

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the

I have a Automation on our Freshdesk instance where a ticket is first Assigned to a group, then a Adds a tag and finally sends an Autoreply email with the assigned Agent Name as a Placeholder.  The Group is setup so that Agents get assigned the ticket using the Round robin ticket assignment option.  The email which is getting generated however is not showing the assigned Agent Name, and instead is just blank.  I tried testing the Agent Name field with a separate Automation which runs independently of the Automation mentioned above and then the Agent Name appears. Can anyone provide me with some guidance on how I can make the Agent Name appear in the Autoreply email as the last step of my Automation?

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of.It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing:<!--Display Categories and Folders --><section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section><!-- end -->How do I get this display from the category d

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com,  mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

Why is it that in every screenshot of a release note, we can see the contact’s profile picture showing up in the conversation tab, but the Freshchat support team told me that—even if I add a picture to my contact—it will never appear in the conversation tab? So, who’s wrong: the release note screenshots or the customer support team? 🤔  

Hello  How can we customise the ‘Article Voting’ text (see below image for what I am referring to). We simply want to change the text to “Was this article helpful? Yes No”. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   Our existing liquid code for the Article View is just:         …..       <hr />            {{article | article_attachments}}        {{article | article_voting }}        </section> Also how can we customise the ‘Article Voting Feedback Form’? See the below image for what I am referring to. We want to change the text on this form and add different checkboxes. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   

Hi,I am looking to set up a workspace for both our Facilities Dept and our Finance Dept.I have only just started on this and have ran into these blockers already:Cannot take existing service items/categories or workflows and put them into different workspaceOn sandbox:Cannot publish service item until workspace is publishedCannot publish workspace in sandbox accountIs there no way of moving service items from the default into a new workspace? I do not want to re-enter them all as this will mess up the data we already have. Not sure if this is an available option once the workspace is published and do not want to publish it on live yet.I may just route the tickets to go to the facilities workspace from the default.Thanks,Elisha

 Hello, I am trying to use Google Drive orch, but when testing, for example, to see the permissions of a file, the response is always "Illegal base64 character 5c" Does it work well for anyone?

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them.  i cannot see anywhere in the settings that seems to support this - can anyone advise?

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created.  However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents.  However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place.  Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation.  But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.