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Topics started by bradley.pallister

6 Topics

B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Multiple requesters using the same email address

There are a number of our customers who send in emails which is causing us major issues:For example -John at ABC Company sends in an email from enquiries@abc-sampleco.comWe then get an email from Adam at the same company, and from the same email address, enquiries@abc-sampleco.comUnfortunately the contact is already set up now as 'John', and so when Adam sends in the ticket, he gets a response back from our support guys, addressing him as John.There then becomes confusion as to who our support guys should be speaking to about each ticket, John or Adam...Any sensible suggestions or is this a bug experienced by others too?

3
aravind.sundararajan
Skilled Expert
6 years ago
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Specific Forums for Multiple Products

How do you restrict certain forum categories to a specific product?So when you go to product.mydomain.com it only shows a certain forum category?  In other words, I don't want a particular forum category to show against the generic support.mydomain.com.When adding a new forum it doesn't give the option to restrict the forum to a solitary product.Any ideas

5
sajesh.krishnadas
Contributor
8 years ago
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Response Due / SLA

Our standard hours of business are 06:30 - 17:00 Mon-Fri.  We have an SLA of responding to the customer within 4 hours maximum (low priority) and 30 mins maximum (urgent).If a ticket comes in late Friday afternoon, say 16:30, by the time the agents log back in on Monday morning, this is flagged as Response Due or Overdue, although actually the ticket has only been sitting in the helpdesk for about 30 working minutes.  This is not really fair on the agents on Monday mornings!Is there any way to work around this?

1
annapoorna.venketaraman
Community Manager
9 years ago
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Search seems to have stopped working? - URGENT!

For some reason, there is suddenly no results when searching for anything.  Also when replying to tickets, there are no solutions available to insert.Any ideas?

5
sajesh.krishnadas
Contributor
9 years ago
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

News Articles

It would be good to be able to implement News Articles somewhere on Freshdesk.Does anyone have any ideas where would be best to put them?Putting them in the Discussions is not great as it posts it as a question waiting to be answered, when in actual fact, there may not be a need to reply at all.  Although its not exactly a Solution.

2
J
Contributor
9 years ago
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk

Cursor position in Forward

We have a problem when when we forward a ticket, the default cursor position is to the left of the first line of the signature.This is really annoying as our signature is in a bold font.  So an agent forwards a message and adds a short note, which defaults to bold too.  You also need to hit the carriage return a couple of times to push the signature down so that there's enough room for the message body.Anyone else have this problem?

1
aravind.sundararajan
Skilled Expert
6 years ago

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