Ticketing & Agent Productivity

Is there a way to have the Parent Ticket Auto Closet once all Child Tickets are Resolve status?

Hello,can someone please explain to me the difference between closed and resolved tickets?Thank you!

Hi all community.Since last December 28, our information panel has not been refreshed correctly. Keeps a counter of 2 unassigned tickets when there really are none unassigned.Clicking on the section indicates that there is no unassigned ticket.Is there a way to reset the counter or force it to be updated so that it returns to 0? Thanks in advance and best regards

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

or is there an offical announcement of log4j aka log4shcell - cve-2021-44228?

Right now FreshDesk has placeholders for when you build a time trigger, automation, etc. that involves sending an email to a member. Some of these placeholders do more than they should and some do less.The following items should be reconfigured (or built) to do as they say and not more than they say (this is vital to protect employees):Last Public Comment This should only provide the comment that was written in the ticket as mentioed. However, this also inputs the agents name. If someone wants to have the agent name present they would add the “Agent Name” placeholder. Last Private Comment Same as “Last Public Comment” Agent Name This title should be changed to say “Agent Full Name” as it provides the first and last name Agent First Name This should be included so that you can send out messages that only include agents first name (especially when you do it for “contact”) Agent Last Name This should be included so that you can send out messages that only include the agents last name

We are new at Freshworks and so we know we are the ones who did something wrong but we can’t figure it out!  Hoping someone can help us.  Problem...when tickets come in they are duplicated so we have to merge tickets and that is getting annoying.  Does anyone know where we can fix this at?  ThanksNEWBIEPam  

at the point when I send most recent public remark in email, it sends the connection as hyperlink and not as a connection which is causing issue of signing in again to freshworks.Would you be able to recommend any method for sending remark connection through API or email?

When composing reply messages, newlines are handled very poorly and unreliably:Sometimes pressing enter does not insert a newline. Pressing it again then does insert the newline. Sometimes what looks like a newline in the message composing window results in a message without a newline. Sometimes what looks like a newline in the message composing window results in a double newline in the message.I don’t have exact examples for all, or exact ways to reproduce, but the issues are especially prominent when also inserting images. Note that they are not EXCLUSIVELY around images. For example, here are some screenshots of me composing a long message with some screenshots:The result is a very poor and unprofessional look for my customers.

We face an issue where customers decide to reply to email with attachments of around 22-25MB and while Gmail can handle them, they are always dropped in Freshdesk.  We want to be able to still capture these attachments somehow. Is there any solution to have that IF file attachment is being dropped by Freshdesk to have those files automatically sent to our dropbox instead and put a link or note in the reply/ticket that files has been dropped but they are available to be viewed/downloaded from the following link instead: (_insert dropbox link_) To be clear: We don’t want to upload our large own files in tickets. We just don’t want customers succesfully sent mails including attachments to be dropped outside of Freshdesk and rather be able to capture them somehow without manually logging into gmail client and search for the attachment. 

Myself and a few other colleagues have been having an issue where some tickets don’t populate on a specific agent’s Freshdesk unless it’s searched for manually. To counter this happening all notification/alerts are active, cache/cookies are cleared. Even with all this, the new ticket (which a random but specific agent can’t see) is not being alerted  in notifications to the affected agent.  I’m just wondering if this is a known bug and if there is also a workaround to solves this? Kind regards, N 

Hi there,we have a problem with Freshdesk. Unfortunately, when we search for an email address, not all tickets are displayed. The open ticket does not appear in the search. No filters are set. When I open one of the closed tickets, the new ticket is displayed on the right in the timeline. Does anyone know why this is?Kind regardsD.

Has anyone experienced the issue where customers who are sent a link to open a canned form say it doesn’t work? It’s not all our customers who are sent a link, just some. We are asking for some information to troubleshoot. Meanwhile I wanted to see if anyone experienced it and have a solution.

I have a user having an issue pasting an image from the snipping tool to Chrome. It works without issue in Firefox, and she also has no issue pasting in to another workstation’s Chrome. She’s using no extensions.She gets the error “Image cannot be loaded from the passed link”.

Does anyone have a good solution to this scenario please?Customer A opens a ticket Our support agent replies Customer A forwards our reply to their colleague Customer B Customer B replies and CC’s our support email Customer B’s reply is added to the existing ticket, but Customer B’s email address is NOT added We reply to the ticket update, but Customer B never gets that reply.  It is only sent to Customer A.Better options might be to either not add Customer B’s reply to the existing ticket and instead create a new ticket with Customer B as the requester OR, add Customer B’s reply AND Customer B’s email to the ticket.  The problem with the default Freshdesk behaviour lies in adding of the email to the ticket but not it’s sender’s address.Are there any Freshdesk users out there with clever solutions to this please?

When we create emailers in freshworks or when such mailers come to me, the images are not getting displayed. Even when i press “load image” it does not get displayed.  For example in this mailer, I am unable to view any of the images. Not able to find what the issue ishttps://freshworks.email/view-in-browser?fm_digest=4392EF95DED940054C01B567B417F4DF293C70B3785CDB9BBDE897DDFBA0F018BC0260A831116249857EA7A21C3A7EECD6B9594FD3D8E8A47A4BD8F5846DDF982569857CABDD2802B1B5B2160964BC923E09A5DE45C511EB1325F22012C91F70198F774EAEF2475747DE4DEB48EB79CA0AE69C9067F43574F911D9F56B9E665C6DB9E234B1D13EF28E8B6A8051B5FE4A

Hello, from today we have a problem with creating a new ticket. We tried to create it from 2 customer accounts with Chrome, Edge and old Internet Explorer. All those web browsers have the same problem with “Send” button. Nothing happens when we click on it.Thank you for help.

Hello everybody, since yesterday everytime I try to save a new section I get the following error:  It doesn’t matter what name or type I choose Thanks in advance 

Would anyone be able to share their choices for close resolutions?For a example we have the following list:External Department In Person Vendor Support Duplicate Ticket Incorrect Ticket Type 16 in total trying to narrow down the options.  Thanks

We all use Freshdesk Support Desk in our own *peculiar* ways sometimes. What are some ways, or some tips or tricks that you are using Freshdesk Support Desk that could help someone out?  

I have a new instance of FD and my company has an existing.  Can we combined the administration of them but keep them separate?

What is the proper method to submit a potential systems issue? 

We have multiple products, all backed by a shared platform. Each product has their own managers, relationships, and support teams. Thus, each product has their own associated group for their team.  The shared platform has its own support and ops team as a separate group. While the teams are distinct, the product teams all work closely with the platform team to ensure a robust experience.I would very much like for our product teams — especially the product managers — to be able to see all tickets for their product, even if they get triaged to the platform group. I don’t want the product managers to see the other tickets for the other products in the platform group, however.This doesn’t seem like a particularly strange setup; do others experience this? How do you work with multiple products across multiple teams?

If I want to edit a current Freshdesksnippet, where do I go in the admin panel to do that?

I am trying to integrate our FreshDesk application with GitHub, using the app described here: https://support.freshdesk.com/support/solutions/articles/214680-the-github-app However, when I go to the “Add More Apps” page and search for “GitHub”, the app in that article does not show up. I only see third-party GitHub apps that require separate accounts with their developers, not native FreshDesk apps. How can I find and install the app described in https://support.freshdesk.com/support/solutions/articles/214680-the-github-app ?