We really don’t like the new ticket UI, to the point that none of my staff are using it and it would be detrimental to our working day if we are forced to use it. We can currently go back to the old UI, but it says this is only until 31st Dec 2022. Can we please not be forced to go to the new UI and just let us pick what we want to use? I can’t actually believe how bad the new UI actually is.
Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel
Hi, I was on a call with our new account manager and she pointed me in the direction of this app: Steps From how she explained it, it was exactly what i was looking for after years of wishing FreshDesk had that functionality.. so I was over the moon. Only to realise, the app is now deprecated and doesn’t install! The developer email just bounces too so its been completely discontinued Is there anyone with a known alternative to this app or anyone knows any devs/if FreshDesk is working on replacing it?
Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?
Hi Community,Has anyone had success with automatically associating multiple assets to a ticket based on the Requestor or Requested For using workflow automator/web request node?We have certain service item that would benefit greatly from an automation like this.Thank you,Michael.
Hello,Today we had a meeting with a customer about Freshchat and their Chatbot.During this meeting, I've seen a few strange behaviors…Like when we've changed something and ticked on preview, the bot always started at Flow 1.1In our training environment, however, our bots always start the preview from the point where we have edited something.So say if you add a Flow 5.5 and want to check that, you just click on Preview it starts the preview at 5.5 and not on 1.1Is this a change that i've missed? or is this a setting that we can edit?Secondary, we've noticed that we cannot delete a pointer that is set.So, if the customer creates a flow (say 5.5 again) and then selects that when choosing option 1, the next step should be flow 6.1 and afterwards sees that it should be 6.2, it is not editable. Do we miss something, or is this normal behavior?Looking forward to hear from you!GreetZ!Chris.
Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia
Hi,In the table ticket view we have an empty group column - as seen on the screenshot below.We do not have any groups in use, only agents.We would like to see the assigned agents, but hide the unnecessary group column.Is that possible ?Thank you for your advice!
I’m often going to Freshdesk to search for a ticket number listed in our other systems, like ‘12345’.I go to the Freshdesk site and immediately click the search field to paste the copied number.But while loading, the search field is being moved by other icons in the top menu bar, so I miss-click and click those other icons instead. I understand that profile icons etc. by standard is right-most, but the search field might be one of the most used features. Can you find a way for it to not move while loading? You _could_ move the search field right-most and then any icon and other stuff to the left of it. It wouldn’t be “standard”. But if would be better… :-)Or just don’t show the search field until loaded. I’d dread this solution, but it would stop me from clicking something that is moving :-) First load - still loading the pageFirst load - page load is finished and Search field has moved
Hello everyone, I’m new to FreshWorks, and trying to utilize the Whatsapp for business features.I was referred to read this article about Submitting WhatsApp Message Template through FreshChat. Getting started with WhatsApp message templates in Freshchat : FreshchatAnd as I read it over and over. I could not find a place where Templates are submitted. please let me know if you can help
In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.
Hi All, A member of staff is trying to use their freshdesk and can see the dashboard fully, but when clicking on a ticket or going to ticket view they are just shown a grey screen. This has only started happening today and so far we have tried clearing the sites cache (this helped when the dashboard would not load). Any assistance would be appreciated.
We create a product quote for the customer and save as a deal - the customer can buy at multiple points from the quote, so on the first purchase we mark the deal as won and update the deal value to reflect the actual order amount (the original quote value is stored separately) But if the customer makes a subsequent purchase from the same quote, what is the best approach to record this?If we update the Deal with the net total of the purchases we loose the fact that the customer placed multiple orders against the single deal. I’ve thought of auto creating a new deal linked to the original quote but making the quote ID non-unique takes away the ability to search by quote ID with the API call so I’d prefer not to have multiple deals all referencing the same quote.Anyone out there have a good way to record order #1 order value #1, order #2, order value #2...etc.. against a single quote or deal?
Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.
Hi all, I am exploring on Freshwork CRM. Can anyone please advise how to bulk export Contacts, Deals records? I have found similar question at the below thread. It says need to first create a Report, and then select ‘Tabular’ in the view. However it’s not helpful in my case, as in my report view there is no ‘Tabular’ option to select, only ‘Number’ (The author of this thread was having the same issue with me, he doesn’t have ‘Tabular’ option too).So, this thread is not helpful to me. Could anyone please advise? Thanks
Hello all, We rolled out our FS Customer Portal a couple of months ago. A couple of questions below i need help with; How do we\you measure the impact of the portal. The only starts available to us are the number of calls logged via the portal. How do you measure how many users are actually visiting the site? How many articles are being viewed? ThanksT
Hello everyone,We are building our own Offboarding module on Freshservice and using two service requests to achieve this. First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.I’m looking at so many
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