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sakhlaghiApprentice

asked in Analytics, Reports & Dashboards

Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

saravanaApprentice

asked in How do I....?

AD B2C integration in FreshWorks SSO with OIDC - Login error

I am integrating AD B2C as Identity provider for the FreshWorks by configuring SSO with OIDC in the Freshworks.Configuration done in the Azure AD B2C: Registered an application in the AD B2C Tenant a. Get the redirect URL from Freshworks SSO with OIDC and added in the Redirect URI in the registered application b. Id Tokens and Access Tokens check box is selected. c. Enabled the public client. d. Generate the client secret for the application Added Microsoft as external IdP in the AD B2C tenant. Only one external IdP is enabled, local account is not enabled. Created a SignupSign User flow Tested the User flow, able to signup and sign-in using Microsoft Account (personal account). JWT token is generated with the claims sub, email, name. Configuration done in the SSO with OIDC:Get the ClientId and Client Secret of the Application registered in the AD B2C tenant and added in the SSO with OIDC configuration dialog Navigate to AD B2C signup sign-in user flow OIDC configuration url and

colincooperApprentice

asked in Portals, Emails & Other Channels

Restyle agent/customer login

When styling the login page is it possible to change the order of and individually restyle the “Are you an agent?” and “Are you a customer?” login links?Ideally we would have the prompt for customers to login be much more prominent and higher on the page than the agent login. It’s not very intuitively laid out as it is currently (why is there a headset icon next to the customer login and the agent login?!). Appreciate any pointers that anyone might have. Thanks!

debbyhsuApprentice

asked in Automations and Workflows

How can I change the signature of auto-replies?

Hello, I have set up my signature following this instuction https://support.freshdesk.com/support/solutions/articles/196821-how-to-use-email-signatures-in-freshdesk- But the signature in auto-reply emails (set up in workflow > automation) does not changeI would like to change this default text “%company name% powered by Freshdesk Support Desk”which is attached in every auto-reply emails Looking forward to receiving some help here, thanks a lot!

TristanHApprentice

asked in Automations and Workflows

Having a ticket field sections within a section

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

evlo96Skilled Expert

asked in Portals, Emails & Other Channels

Portal customization - FAQ section outside of the regular "solutions/knowledge base"

On my portal, I would very much like to have a separate tab for FAQ articles. I also want the folders arranged in a list on the left, with the articles within showing in a list with only the title showing, with a expand/collapse button right next to each title, that makes the content of the article appear/disappear.Freshdesk themselves has this:Emails : FreshdeskHas anyone here been able to do this with coding? and if so, could someone maybe provide some snippets and a short explanation of how to do it?

haaarshgadaCommunity Debut

asked in Automations and Workflows

Email marked in cc Undelivered.

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. )

fpernetApprentice

asked in How do I....?

New ticket default field values

Hi All.Under Freshdesk, when we create a new email from the web interface ...default status is closed and default priority is low.We want to modify these defaults values for “Open” and “Medium”.Is there a way to acheive that ?We already created an automation but it works only for new ticket coming from outside.Thank you very much in advance

emilyallisonApprentice

asked in How do I....?

Update signature in autoresponder emails

How do I update the signature in the autoresponder emails that are sent when a ticket is closed?

jwickerTop Contributor

asked in Portals, Emails & Other Channels

CAPTCHA Fails on Widget

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

rituzenContributor

asked in Automations and Workflows

Block agent to change ticket priority

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards

AkaCariocaContributor

asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

EvanApprentice

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

Hello ! I need some help :) I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” Do you have a solution ?

asked in Portals, Emails & Other Channels

Scheduling tickets with Outlook Calendar.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response. There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week?

j.haguetTop Contributor

asked in Knowledge Base

Editing KB article with Edge delete inserted videos !?

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?

JarrodTop Contributor

asked in Analytics, Reports & Dashboards

How do you track time spent in tickets?

Something that really surprised me is Freshdesks inherent lack of time tracking functionality. All of it seems to be baked into Time Sheets which appears to be quite out-dated and even broken. The Time Sheets, for example, only export partial data. The widgets in the Analytics tool are curated-only, and although you can customize them, you can’t save your customized widgets inside of that curated report. I am curious if anyone has come up with any creative solutions to help them understand how much total time, and average time their Agents spend inside of tickets based on the Time Logs data. This one is really holding us back right now reporting-wise, and I just don’t see why Freshdesk has limited the functionality that appears to already exist. For example - I can go into the curated report and manually edit the widget to provide me average time tracked data, but I cannot save this widget. My changes are lost as soon as I leave the widget. This is so bizarre.

daibtApprentice

asked in Portals, Emails & Other Channels

How to change default font and size

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

AlzeyerApprentice

asked in Ticketing & Agent Productivity

Stuck "1" at helpdesk

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

Wiggy42Apprentice

asked in Portals, Emails & Other Channels

Remove Attachment Option in Customer Portal

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

hanneskolaSkilled Expert

asked in Portals, Emails & Other Channels

Translating "Your Name" field in Help Widget

Hello all!First time messaging here.By default, Help Widgets have a field in them that is called “Your Name”. I need to translate this field label to another language (in this case, Finnish).However, I cannot find the field in either Ticket or Customer fields to rename it. Adding Finnish as a secondary language in the system did not update it in the widget either.Widget is used outside Freshdesk Portal.Any advice would be appriciated!

maheshalwai83Apprentice

asked in Automations and Workflows

Auto Reply Ticket

When ever A ticket is created, I would like to Add a Automatic Reply to that Ticket on behalf of an Agent. Why on behalf of agent: So, the reply goes to Customer Inbox and Also gets updated in Ticket[i’m currently using automatic-emails system, but that reply wont get appended in ticket] Sample AUTO REPLY, Which I’m looking to Add. Is there any way to do it in freshdesk or any premium app ? We got your TicketTicket ID: #{{ticketID}} Email: {{ticket.from_email}} Phone: {{ticket.cf_phone_number}}If the above Phone number is incorrect, please reply to this email or contact Live Chat Support Immediately.

cherubiniApprentice

asked in Portals, Emails & Other Channels

How do I iframe my portal and allow login and signups?

I have my portal iframed inside my website. Everything works fine but when someone clicks login or sign up we get this error… justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not. Any ideas?

AdrianoContributor

asked in Portals, Emails & Other Channels

Freshdesk seems to not sending emails

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues?

evlo96Skilled Expert

asked in Ticketing & Agent Productivity

Possible to delete only your own note?

Is it possible to make it so that an agent can delete only their own note (public or private)?

masterchrisApprentice

asked in How do I....?

Dropdown Items Migration

Mabuhay!Is there any chance we can migrate or import dropdown list?Thank you

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