Visit Freshworks.com Visit Freshworks

Topics started by bart_17571

2 Topics

B
Apprentice
bart_17571Apprentice
posted in Archives - Freshdesk

Some mails are not converted to tickets.

 We forward our helpdesk mail adress from our email server to freshdesk, and some very specific customers don’t get a ticket created when this happens, its maybe 2 or 3 customers in total that we know of. We can follow their emails from our mailserver to being forwarded to freshdesk. But then no ticket in freshdesk, even after the customer repeatedly sent emails over the same day, and put a specific agents email in CC.They are not in spam, we allow any email to create a ticket, they used to be able to make tickets but at some point this stopped. By far most emails seem to be turned into a ticket so its a bit weird. How would we go about debugging this? Is there a log of all incoming emails to freshdesk?

3
hemanth.ramya
Community Manager
4 years ago
B
Apprentice
bart_17571Apprentice
posted in Archives - Freshdesk

Customers click the 'submit' button on the ticket widget multiple times

We have several (usually always the same people, people with slow connections or who arent that 'tech savvy') customers that keep clicking this button instead of wait for the success screen. Is there a way to block this? I tried it myself on a deliberately slow internet and the widget button 'locks' for 2 or 3 seconds, but after that it re-enables and customers are tempted to click again even though the page is still submitting to freshdesk. Sometimes this even leads to never showing the success page so even patient customers who know they shouldn’t are tempted to click again.This leads to series of sometimes 10 tickets to be made that are (hopefully) exactly the same. Merging them makes a simple ticket incredibly complex, deleting or closing could mean context the customer later added is lost. Any advice?

0
B
Apprentice
4 years ago

Badge winners

Show all badges
Terms of UseCookie settings