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Topics started by markus.finster

5 Topics

M
Contributor
markus.finsterContributor
asked in How do I....?

How can a user get another QR-Code after entering their recovery code?

We have a few agents with a new phone, they need to add Freshdesk to their OTP-generator app. They log in after I sent them a recovery code, but where do they find the QR code to sync the app?

3
A
1 year ago
M
Contributor
markus.finsterContributor
asked in Automations and Workflows

Add a second contact as CC to a ticket

Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.You can do that per reply, but it has to be set again with every reply if the client didn’t open the ticket with a cc in the first place.

3
vinothkumar.manoharan
Skilled Expert
11 months ago
M
Contributor
markus.finsterContributor
posted in Archives - Freshdesk

Automatically create Ticket from existing ticket

 Is there a way to create a new ticket automatically from an existing one? I was hoping I could just execute a scenario that keeps the original ticket intact, but creates a completely new ticket for a different department/agent.Doesn't seem to work in Scenarios, any other apps or workarounds you could think of?

1
A
Community Debut
3 years ago
M
Contributor
markus.finsterContributor
posted in Archives - Freshdesk

How does the Thank you Detector work?

 Is there a need to train it?The results I'm getting are very much hit and (mostly) miss - just had a customer responding simply with "Thanks!". According to the activities log, Freddy didn't even run a check. It did so previously on the same ticket, and did not detect a Thank you note.Also: Is there a list view or something that shows all the Tickets that are still Closed or Resolved but Freddy didn't re-open because it did detected a Thank you note? Ie, how do I check for false positives?

1
N
Community Debut
4 years ago
M
Contributor
markus.finsterContributor
posted in Archives - Freshdesk

Automatically create ticket from existing ticket

 Does anybody have an idea on how to create a ticket automatically from an existing ticket?We sometimes need to branch off one or more tickets from the main issue a customer raised. You know the type: While discussing one issue, the customer now raises another request in the same thread. Often, these can be done in paralell.Is there a way to split this off automatically? I can do it manually and select groups, priority, and so on, but we have a few cases where this happens so regularly, that a Scenario would be the ideal option:So you execute a Scenario (say, SLA update order) and it automatically creates a new ticket for that customer, selecting the right group, populating a set amount of fields and you're good to go.There's no way to do this out of the box, but has someone found a work-around? Or an idea for one?

1
S
Community Debut
3 years ago

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