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Topics started by mhall

4 Topics

M
Skilled Expert
mhallSkilled Expert
asked in Portals, Emails & Other Channels

Out of office replies do not make it into Freshdesk

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

3
S
Community Debut
1 year ago
M
Skilled Expert
mhallSkilled Expert
asked in Getting Started

mutiple business hours in a group

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts?if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

9
B
1 year ago
M
Skilled Expert
mhallSkilled Expert
asked in Automations and Workflows

Load balanced ticket assignment per group

This seems like it should be a standard feature but I have agents that are apart of more than one group and when  Load balanced ticket assignment is on and say the limit is 25 tickets, if they have 24 tickets from one group and 1 from another, they will not get new tickets assigned. What should happen is you should be able to use  Load balanced ticket assignment per group, ie: 25 tickets max assigned to group A and 15 tickets max assigned to group B.

0
M
Skilled Expert
2 years ago
M
Skilled Expert
mhallSkilled Expert
posted in Archives - Freshdesk

What FreshDesk apps do you use daily?

Hi all,I wanted to get some feedback on which apps everyone feels are most important and how they feel they benefit their organization. The main apps that I used with my company are Google Analytics and First Response Due. Any feedback on what you use to help service your customers is appreciatedThanks! 

0
M
Skilled Expert
4 years ago

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