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Topics started by FDGuy

6 Topics

F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Ability to Sort and Filter Tickets by Subject in Freshdesk

Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.

15
varleit
Community Debut
13 days ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

How do I sort and filter tickets by Subject in Freshdesk? There doesn’t seem to be an option for either in the user interface.

5
Jebas
Contributor
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Poor User Interface Design - Out of office scheduled banner placement - Epic Fail

The “out of office scheduled” banner hovers over the ticket properties Apply button and there is no way to move it. If you want to click Apply, you have to revoke the out of office schedule and then re-apply it. This is terrible user interface design and yet another epic fail for Freshdesk. Please fix this! See the screenshot below, showing how the window looks before and after revoke. 

4
smartwork
Community Debut
6 months ago
F
Skilled Expert
FDGuy
asked in How do I....?

How to Disable Page Load Waiting Messages in Freshdesk?

Is there any way to disable or change the messages that appear when you are waiting for a page to load in Freshdesk? You can see an example below. I discussed this with my teammates and we all agree that these message are annoying and sometimes even patronizing. Standard and widely accepted UI design would suggest that the message should tell the user what’s happening in the system. In this case, there is a delay while loading a page. Therefore a message like “Please wait...page loading” would be much more appropriate.Many of us Support Analysts have very stressful jobs and we have to work fast. Seeing messages like  the following just further add to our stress because they are so annoying and patronizing. We just want the page to load as fast as possible when we are in a hurry. Messages that are seemingly funny to the Freshdesk Team are just making the users more aggravated while they wait for the page to load.“It’s a bird, it’s a plane, it’s Supportman!” - As a woman, I find this one

2
sdfsf
Community Debut
8 months ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Ordered Lists Bug in Freshdesk Editor

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far. 

1
JoeFresh123
Community Debut
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Time Log Summary

As shown in the screenshot below, I am using the Log Time window in Freshdesk to log the time I spend working on a support case. I make several log entries per day to many different cases. How do I see a summary of the total time I logged for a given day? To stay in compliance with my employment contract, I need to make sure that I am logging a certain number of hours per day (for example, 8 hours). I have heard that you may have a report that administrators can see but I am not an administrator. I am just a lowly support analyst. I should be able to see how many hours I logged in a day. How do I do that in Freshdesk? This is basic functionality that many other support case systems have. I am a new Freshdesk user, but I am not impressed so far.  

3
F
Skilled Expert
1 year ago

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