Ticketing & Agent Productivity

I’m hoping there is a way to create a single ticket view that has multiple filter combinations.For instance,We’ve got a number of Agents I’d like to see all tickets that I’m an agent for that aren’t closed or resolved, but also see any tickets regardless of agent if they are in an open state.So (Me and not closed, resolved) and (not me and open)

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-v

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi ​@Daniel Söderlund ​@Nav_in ​@mbutler ​@Joshua.Lawrence ​@nick_marko 

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

Hello All,I created one ticket in Fresh desk by using template and then i reply to my customer from the ticket which i have created in freshdesk.Now my customer using their ticketing system and he replied to me by adding their ticketing number in subject line they why new tickets are getting generated ? 

I was having weird effects with seemingly random keyboard shortcuts being activated. After weeks of aggro I finally happened to look at the list of shortcuts and realized why - they use a combination of normal letters without an interrupt key. No ALT or CTRL. So being a fast typist kicks off a shortcut any time I type a ‘g’ and then another letter after it. This particularly happens when typing a reply to a customer and I often lose a bunch of what I had typed. Blecch. My only workaround for this is to disable the shortcuts entirely.It would be really nice to be able to use some shortcuts. Could they be changed to properly use an interrupt key? Or be modifiable by user?

Sometimes when I type in the ticket response, random letters insert random words. It doesn’t happen all the time, and closing the freshdesk tab and reopening it makes it go away… for a little while. I’ve tried turning off extensions, different browsers, etc.. It’s driving me crazy

I go about my day answering tickets and after a few, I run into a bizarre problem. When I type, random words replace the letters I am typing. The words are completely random and don’t have anything to do with anything I’ve previously typed. Even the backspace key triggers a word. It only happens in the Freshdesk window. If I close the tab and reopen, the problem goes away… for a while. I’ve tried disabling extensions, different browsers. I just can’t figure it out.

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

Hi Guys, please i need help with creating a new ticket if a requester responds to a closed ticket. Is there anyways this is possible or has someone done this before?

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.

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

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We have setup a supervisor rule to send out email to requester stating we are waiting for a response - We have found that sometimes that rule does not apply and send emails hourly instead of how configured in screenshot.  The issue we have is that it is not doing that on all tickets that meet the conditions.  Any ideas would be great.  The screenshot does have some details such as which day email is being sent at which stage, but I hope you get where I am going 

Hi!We would really like to be able to add only our agent's first name to automations.We want to be personal with our customers, but at the same time protect our employee's privacy. Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?Thank you in advance for looking into this? Best regards,Erik 

When adding a private note to a Freshdesk ticket, I used to be able to notify other agents.    A list of agents would come up in the “Notify to” field under “Add Note”.  Now, my name is the only name that pops up.  I can’t notify anyone else.  This just started happening last week.  I refreshed the page, and logged out and back in to Freshdesk.  This didn’t solve the problem.  Any idea what is happening?  

We have some employees that prefer that the default sort order be oldest to newest and some that prefer newest to oldest.  We would expect that the default sort order could be configurable by agent rather than a global setting.  Additionally we would expect that if newest to oldest sort order is chosen that the Reply button continue to be on top of the page. 

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, th

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

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I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀