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Ticketing & Agent Productivity

Using Freshdesk

  • 274 Posts
  • 759 Replies
274 Posts
C
Apprentice
ciancig02Apprentice
asked in Ticketing & Agent Productivity
Freshworks System Tickets

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

161
Keer
Community Debut
3 years ago
M
Skilled Expert
mbaumanSkilled Expert
asked in Ticketing & Agent Productivity
How to manage agent access by product instead of group?

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?

1815
hemanth.ramya
Community Manager
3 years ago
K
Apprentice
katnavApprentice
asked in Ticketing & Agent Productivity
How to edit snippets?

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

9773
hemanth.ramya
Community Manager
3 years ago
choldgraf
Apprentice
choldgrafApprentice
asked in Ticketing & Agent Productivity
GitHub Integration doesn't exist on the app store

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 ? 

1248
M
Skilled Expert
3 years ago
W
Top Contributor
wladanTop Contributor
asked in Ticketing & Agent Productivity
ticket details on the ticket list page

Hi there!I'm looking for a solution, if there is any chance to display ticket details (default and custom ticket fields) on the Ticket list page. {% snippet ticket_details %} or {{ticket.details}} doesn't seem to help. 

550
W
Top Contributor
3 years ago
leighannwheaton
Apprentice
leighannwheatonApprentice
asked in Ticketing & Agent Productivity
Outgoing Phone Call Recording

Hi, There used to be a ticket of the recording of our outgoing phone calls when using Fresh Desk - Is this service no longer available?  We no longer receive a ticket with the recording after placing an outgoing call? Any help would be appreciated!

863
Keer
Community Debut
3 years ago
roxanagolescu
Apprentice
roxanagolescuApprentice
asked in Ticketing & Agent Productivity
Advanced conditional mandatory fields

Hi!I have been researching and I cannot find a solution.We manage various client requests in Freshdesk and we want to make 2 ticket fields (region and type) mandatory before marking tickets resolved or closed, only for tickets assigned to a specific group, not for all tickets in our workspace.With general settings ->Ticket fields it doesn't work as it applies to all tickets.With the app Options_based required fields it doesn't work because it triggers at any update of the ticket (when it gets reassigned for example and we only need it to be mandatory before changing the status to resolved/closed).Do you have any idea how this can be solved?

7191
hemanth.ramya
Community Manager
3 years ago
D
Contributor
derekantricanContributor
asked in Ticketing & Agent Productivity
Webhook called twice, 5min apart

I have a webhook set up for when new tickets are created. I have had it set up for a while with no issues but today I had a ticket come in and the webhook was triggered twice, exactly 5 minutes apart. Anyone know why this could’ve happened?

1643
Keer
Community Debut
3 years ago
aduval44
Apprentice
aduval44Apprentice
asked in Ticketing & Agent Productivity
Customers do not receive answer sent by agents from freshdesk

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

2263
Keer
Community Debut
3 years ago
M
Top Contributor
markwillTop Contributor
asked in Ticketing & Agent Productivity
Sort ticket events (most recent at top)

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

6903
M
Top Contributor
3 years ago
champ1206
Apprentice
champ1206Apprentice
asked in Ticketing & Agent Productivity
Dynamic section for a dependant field

How can I have a dynamic section created for a dependant field’s selection? Please help.

1162
Keer
Community Debut
3 years ago
O
Apprentice
Oriol GonzálezApprentice
asked in Ticketing & Agent Productivity
Can not edit email notification

We wanted to change our requester email notification.We copied in a format from an email template (Microsoft Outlook) which was correctly displayed,We then saved the template.Since then there is only a white page and we can not access edit mode at all.We have tried to deactivate and re-activate the emails but this also did not help. We need some help please! a lot of thanks!

401
Keer
Community Debut
3 years ago
S
Apprentice
StrazITApprentice
asked in Ticketing & Agent Productivity
Create Ticket on Company Renewal Date

We are in the process of migrating from Spiceworks to FreshDesk. I added my companies and their associated renewal dates but cannot seem to find where to alert or create a ticket when the date is < 90days out. Any ideas?

731
S
Community Debut
3 years ago
O
Apprentice
ouafae kandoussiApprentice
asked in Ticketing & Agent Productivity
Submiting Ticket Problem

When my costumer tries to submit a new ticket, he gets the error:“We are sorry. You have been restricted from accessing this helpdesk page.”Can you help me to solve this problem?

331
Keer
Community Debut
3 years ago
Raunak
Apprentice
RaunakApprentice
asked in Ticketing & Agent Productivity
Convert ticket reply to Forum post

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.

1471
Keer
Community Debut
3 years ago
denisejvv13
Apprentice
denisejvv13Apprentice
asked in Ticketing & Agent Productivity
recall a message

if you send a message in Freshdesk and need to recall it as it sent in error can this be done?

12711
hemanth.ramya
Community Manager
3 years ago
M
Top Contributor
markwillTop Contributor
asked in Ticketing & Agent Productivity
Editing ticket title

While I am enjoying FreshDesk as I evaluate it, I am surprised at some basic usability issues (given that it is a mature, well-funded app). Case in point, editing the title of a ticket could be a more streamlined. I do this quite frequently and find it frustrating. Here’s what I would like to see.In a list of ticket allow “in place” editing of the title, without having to open the ticket. This could be as simple as a small “pencil” icon, to edit. Columns like Agent are editable in the list, so I am not sure why the title can’t be. Similarly, when I have a ticket open I’d like to be able to edit on the form itself, instead of the three dots (which already de-emphasizes a common option) → Edit Ticket Details → <Make my change> → SaveThese are not showstoppers for me but, for a pretty common task, the number of steps required to make these changes is worrisome in terms of some other usability issues I might find as I explore more. PS: Of course, I’d like to learn that I have simply

1572
M
Top Contributor
3 years ago
S
Apprentice
sam1234Apprentice
asked in Ticketing & Agent Productivity
Views with IF statements

Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view.  What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view. 

2122
S
Apprentice
3 years ago
A
alexsunny123
asked in Ticketing & Agent Productivity
Adding Solutions to the Tickets ?.

Hello, How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up. thanksalexsunny

971
Keer
Community Debut
3 years ago
hanneskola
Skilled Expert
hanneskolaSkilled Expert
asked in Ticketing & Agent Productivity
Scenario automations - Facebook Messenger?

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

1023
hemanth.ramya
Community Manager
3 years ago
from2001vr
Apprentice
from2001vrApprentice
asked in Ticketing & Agent Productivity
Error while installing Slack app to a specific Slack workplace.

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

4776
Keer
Community Debut
3 years ago
drrcked61
Apprentice
drrcked61Apprentice
asked in Ticketing & Agent Productivity
Can't find API key in my profile settings

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

5141
Keer
Community Debut
3 years ago
J
Apprentice
jmaguireApprentice
asked in Ticketing & Agent Productivity
Anyone else suffering from performance issues with Freshdesk today?

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

1056
J
Apprentice
3 years ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity
Any way to filter tickets to display those which have not been responded to?

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!

108411
C
Contributor
7 years ago

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