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Using Freshdesk
Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

265 Topics
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265 Topics

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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.

SonjaS.Apprentice

asked in Ticketing & Agent Productivity

Subject for canned respnses

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove Merge link

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove "FIRST RESPONSE DUE"

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated

asked in Ticketing & Agent Productivity

disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

samuel.cerezoApprentice

asked in Ticketing & Agent Productivity

Can't modify agent email

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

simonjh88Top Contributor

asked in Ticketing & Agent Productivity

When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

MichaelJMContributor

asked in Ticketing & Agent Productivity

Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

HelenHContributor

asked in Ticketing & Agent Productivity

Ticket ID on reply to notes

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

Emmanuel A.Apprentice

asked in Ticketing & Agent Productivity

Inability to edit TO field after clicking REPLY

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

qeridoodwApprentice

asked in Ticketing & Agent Productivity

Message not delivered although mail is correct

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past. #Here are two examples

kireApprentice

asked in Ticketing & Agent Productivity

Facing Issue when creating ticket from customer portal

Paul FlurryApprentice

asked in Ticketing & Agent Productivity

Ticket creation with ticket ID at the beginning of the subject line.

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

DogkasApprentice

asked in Ticketing & Agent Productivity

Ticket field - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?

arun1111Community Debut

asked in Ticketing & Agent Productivity

Cant able to preview the PDFs inside the Tickets

Hi,Recently, I started a trial with Freshdesk CSS and have received numerous tickets with attachments over the past two days. Most attachments in image format can be previewed directly within the ticket page. However, I need the ability to preview PDF files and consolidate all attachments. Are there any free or paid apps available in the marketplace that offer these features?Could you suggest some options?🙂

Ross WoodApprentice

asked in Ticketing & Agent Productivity

Freshdesk Side Conversations

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent). The team who picks up that ticket will then reach out to the customer via email requesting documentation. The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk? I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

GeraldSkilled Expert

asked in Ticketing & Agent Productivity

Reply to ticket via email adds public note instead of reply?

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before. He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.

BBehr_VeradigmCommunity Debut

asked in Ticketing & Agent Productivity

Hide Ticket Field Based on Business Hours

We are trying to setup a custom field to show on ticket creation ONLY after hours. This field would be used to signify that the user is requesting escalation / immediate help after hours for our on call team to handle vs being able to wait until the next day. We don’t want to this field to show DURING business hours, and that’s what we’re struggling to achieve. Using Business Rules for Forms seems like the way to go, but there’s no Condition criteria for time of day. Any ideas?

KoenTop Contributor

asked in Ticketing & Agent Productivity

Pending status translation to dutch is incorrect

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

joshvengleyApprentice

asked in Ticketing & Agent Productivity

Tag display in board view for Project Tasks inquiry

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Chris DenmanContributor

asked in Ticketing & Agent Productivity

Preventing customers from editing ticket fields

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanksChris

SSITSupportApprentice

asked in Ticketing & Agent Productivity

Outgoing responses in Freshdesk have stopped?

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

Thomas HTop Contributor

asked in Ticketing & Agent Productivity

Freshdesk Threads - Unuseful behaviour on collaborator's reply

Hey @FW Community,anyone using Threads to collaborate with teams outside of Freshdesk?We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem):Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

mchequerApprentice

asked in Ticketing & Agent Productivity

Create a ticket via a query string

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234

alecordeiroApprentice

asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

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