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Using Freshdesk
Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

272 Topics
749 Replies

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272 Topics

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rubens77Apprentice

asked in Ticketing & Agent Productivity

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

osadApprentice

asked in Ticketing & Agent Productivity

problem with sending attachements/screenshots

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

emilgotting2Apprentice

asked in Ticketing & Agent Productivity

Updating ticket subjet on reply

We have a customer which we frequenlty communicates with that runs another ticket system that appends a ticket number in the subject line (ie. [id:12345]. When we create a ticket and send an email to their ticket system we will get the reply from them but whenever we respond again, their ticket system fails to pickup on the thread since freshdesk didn’t update the subject row on the reply (like outlook would have). How can we get around this? I’ve looked in the API but it seems like we can’t get the subject of an incoming reply to a ticket. is that data not stored? Emil

YuliApprentice

asked in Ticketing & Agent Productivity

Urgent: Clients Unable to Create Tickets – Error After Form Submission

I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively.

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 ?

SarikaContributor

asked in Ticketing & Agent Productivity

Search/filter tickets which an agent has worked with

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

dgoodContributor

asked in Ticketing & Agent Productivity

Having a flag when creating a custom status to have it be included in the 'resolved' group.

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

wendelmoreiraApprentice

asked in Ticketing & Agent Productivity

Need Help: Email Notification Issue

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!

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

PkiesslingApprentice

asked in Ticketing & Agent Productivity

Is there a way to revert back to old View list

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?

DcassApprentice

asked in Ticketing & Agent Productivity

FreshDesk - Agent Reply CC Field Auto Populate Issue

Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

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?

sarawomskiApprentice

asked in Ticketing & Agent Productivity

Ticket Templates

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

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.

kireApprentice

asked in Ticketing & Agent Productivity

Facing Issue when creating ticket from customer portal

adrianSYAApprentice

asked in Ticketing & Agent Productivity

AutoAssign tikects to me

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

LiamLucasApprentice

asked in Ticketing & Agent Productivity

How to Boost Customer Support with Freshworks Integrations?

I'm super excited to connect with you all. So, I'm diving into this project to amp up our customer support game of a food company, and I gotta say, I'm all ears for your expertise. How have you folks managed to seamlessly blend Freshworks with other tools or systems to really boost efficiency and wow our customers? Seriously, any little tidbit or big win you can share would totally make my day.

mymukApprentice

asked in Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

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.

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?

DebbienApprentice

asked in Ticketing & Agent Productivity

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client. They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

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

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.

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