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Topics started by vijay.shankar

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vijay.shankarContributor

Freshchat Service Affected - 31 December 2018

Some of our Customers faced downtime of 5-10 Mins with Freshchat ServiceWhy - We use REDIS for Caching and Message Broker Services. Few of the REDIS services failed and our Monitoring Tool picked up the alert. Our SRE/Engineering Team had to push a quick fix and ensure the services were up and running. Even though we had a BCP/DR process in hand, we needed some time to push a quick fix and ensure the services went unaffected.Moving Forward - SRE & Engineering Team have set up stricter SLA for internal Services and moving forward any such alerts/issues will be processed even sooner to ensure customers are unaffected.Escalation Matrix :Level 1 - support@freshchat.comLevel 2 - sudhir.babu@freshworks.comLevel 3 - vijay.shankar@freshworks.com & sri@freshworks.comThanks and regardsVijay

20
V
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3 years ago
V
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vijay.shankarContributor
posted in Archives - Freshdesk

How to use Custom Views in API

Requirement : How to make use Custom Views in the API ? Example:To view tickets in Unassigned queue, assigned to myself and colleague AndrewTickets in Open,pending status Steps to follow : Go to Tickets Tab -->> Select the filters -->> AGENTS - Me,Andrew,Unassigned; STATUS - Open,Pending.                                                                                  Save this view --> My View                                                                 Each Custom View saved has a View ID.Address bar shows the View ID : 12200                                                                 Use this View ID in the API to view all the tickets                                                                  

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aravind.sundararajan
Skilled Expert
5 years ago
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vijay.shankarContributor
posted in Archives - Freshdesk

Ticket Reminders & Escalations

Customers can use this method to set up Reminders or Escalations in Freshdesk using SupervisorWe ourselves use the method below in our Support teamComplete info available in our Screenr below.Create 3 Custom Fields in Admin -> Ticket Fields with Drop down values - Awaiting Response Email Sent, Escalation Sent & Second Escalation       sent with values as in screenshots      Now, Go to Admin -> Dispatch'r and include these values to be NO by default                          Whenever a New Ticket is created, Dispatch'r will set these values to NO by defaultGo to Admin -> Supervisor and create a First Escalation Rule as in Screenshot.Create another Supervisor rule for 7 days escalation EmailNow, according to the Rule configured, whenever a New Ticket is created, these values for Escalation will be set as NO.Once the Agent replies back, the Ticket will be moved to

2
aravind.sundararajan
Skilled Expert
6 years ago
V
Contributor
vijay.shankarContributor
posted in Archives - Freshdesk

Using Lightbox in Solutions

In order to use the Lightbox2 JS in Solution articles, you need to follow these steps.Go to Lightbox2 website - http://www.lokeshdhakar.com/projects/lightbox2/Download the Lightbox2 and host this in your Wordpress account or so, so it can be served from your own site, instead of using Lightbox2 site (Just in case)Go to Freshdesk Admin -> Helpdesk Rebranding -> Portal Customization -> Portal Pages -> "Solutions -> Article ViewInclude the below code snippet in this section for Lightbox <link rel="stylesheet" href="http://lokeshdhakar.com/projects/lightbox2/css/lightbox.css"><script src="http://lokeshdhakar.com/projects/lightbox2/js/lightbox.js"></script>After including the code snippet, Save & Publish the Portal Page.Now, add up all the Images in your dropbox or Box account, since only Public Images are supported or even you can upload in your Freshdesk Solutions and note the CDN links for these ImagesAfter uploading the files, Go to the Sol

0
V
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10 years ago

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