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Topics started by eiren.smith

13 Topics

E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Ticket's To Do list: Auto-expand list or show number of open items

If a ticket has a To Do list item, an agent won't know it unless they push the arrow to expand the list. This is pretty primitive.

12
aravind.sundararajan
Skilled Expert
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?We want to be able to freeze our Freshdesk tickets so users don't modify them once the new system goes live.We want to be able to provide our Freshdesk users with a link to the new system.We want to ensure that e-mails which go back to Freshdesk return to the users with a notice that we're moving (and with a link to the new service).Has anybody been through this before? Can you please offer some advice?Thanks a lot!

7
W
Contributor
4 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Show customer's local time (based on time zone) inside ticket.

It would be helpful to know what time it is for a customer. This could be a field in their Customers tab contact record. It could be entered by hand and it could perhaps often be extracted from the first email they send us that opens a ticket. It could be displayed in any of their tickets — especially important when their time zone is a lot different from that of the rep looking at the ticket. Lots of room for a terrific product differentiator here, Freshdesk. Well, until/unless competitors clone it.

7
T
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Need reports: "% tickets closed this week" and "% tickets closed last week"

We need to create the following reports:This week to date: % of tickets which were in an open state at any time this week so far that were closed during this week and are still closed.Last week: % of tickets which were in an open state at any time last week that were in a closed state at the moment last week ended.Are these reports possible with Freshdesk?

6
E
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Report all tickets for a contact, not just recent tickets.

Contact details page has an area named "Recent Tickets". Why not "All Tickets"?How can we get all tickets for the active contact record, without having to do a query?What does "Recent" mean exactly?

5
aravind.sundararajan
Skilled Expert
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Anyone parsing incoming and outgoing messages for a ticket?

Through the Freshdesk V2 API, we're asking for:?include=requester,stats,company,conversationsI'd like to pull out of the returned "conversations" string the following:The entire last message to requesterThe entire last message from requesterThe entire last private noteAnybody else doing this, too? Any advice? I couldn't find a way to request just what we want, so we appear to be stuck sifting through all conversations on that ticket to find what we want.

5
E
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Need reports that describe "last week" and "this week to date".

We need reports that describe "last week" and "this week to date". We track this in our existing (bespoke) system, so we need this in Freshdesk. We'd prefer to see this on a page at the same time, but that's not critical.

5
T
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Proactive live chat widget won't stay closed.

We have our Freshdesk live chat widget set to pop up for a user after n seconds on a web page. That's working. But once user closes the widget, any proactive popup should be disabled for the rest of their session on our web site. Right now, even on the same web page, the live chat widget keeps popping up. It's very annoying for me and our webmaster and probably our web site visitors.

4
T
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Process for sychronizing existing Freshdesk tickets to a new (but supported) CRM?

What is the process for sychronizing existing Freshdesk tickets to a new CRM?Here's the scenario:We use Freshdesk without a CRM for a while. Days, months, years. Lots of tickets are created. We use an unsupported-by-Freshdesk CRM right now, so there's no integration between Freshdesk and CRM contact records.We adopt a Freshdesk-supported CRM (which one is not yet determined) in the future. We want the contacts in our Freshdesk customer list to have their Freshdesk ticket history synchronized with (properly connected to) our Freshdesk-supported CRM's contact records for those same clients.When no contact record exists in our CRM for a given customer email address which is in Freshdesk, we want to be notified somehow and have an easy process to remedy that.And so on. All manner of problems could come from this. I'd like to know what the process is for syncing in such a case. Do you guys have documentation on this?Thanks!

3
marcus.landgren
Community Debut
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

How out of date is report information?

I believe I saw someplace that Freshdesk reports aren't based on live information and that reports get gradually closer to real-time data as one goes up the Freshdesk service tiers (Sprout, Blossom, Garden, Estate, Forest).Is that correct? What are the time delays at each tier?This could be a big problem for my company as we do daily status reports each night.

3
T
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Make feedback widget usable on mobile.

The feedback widget (popup version — I haven't tried the embedded version and don't know how that one differs) is unusable on my iPhone 6S. Easiest thing to do is to just try to use it on such a phone. It runs of the side of my screen, pinching doesn't resize it and, simply put, using it involves constant frustration. Any plans to make this mobile-friendly?

2
E
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Freshdesk button to execute or communicate with local EXE?

Anyone create a way to push data to a local Windows process from a custom button in a Freshdesk ticket? Care to share your approach? Thanks!

1
E
Contributor
6 years ago
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk

Multiple incoming/outgoing mailboxes: Which service tiers?

The page https://freshdesk.com/helpdesk-features says that "Multiple incoming and outgoing mailboxes" starts with "Blossom". But the spreadsheet Freshdesk sent me says that "Multiple Mailboxes" ("Track and manage emails from different points of contact by setting up multiple mailboxes. Mailboxes can be set up for different departments in your organization or multiple products. " starts with Garden. Which is correct? Does Blossom support multiple incoming and outgoing mailboxes, or does that only start with Garden?

1
T
Contributor
6 years ago

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