Ticketing & Agent Productivity

hi all, fairly new to Freshworks!I'm trying to optimize the reply templates for our tickets, as we get the same questions  multiple times.but can’t find this question in the documentation. I would like to use information from freshsales to fill in certain data in the template mail.Is this possible? for example:John from company X sends an email. I would like to inform him that the support for his company for our product is done by company Y with telephonenumber 000000000. somthing like:Hi {{name contact}},Thanks for your email. As this is a support question, I kindly request you to contact:{{name support company}}{{telefophone support company}}{{email support company}}With kind regards,  Which company does the support for which company is stored in Freshsales. which company John is working for can be stored in the ticket information. hopefully it's a bit clear what i would like to arrange. with kind regards and thanks in advance!

What am i doing wrong on this report, shouldn’t all tickets be either within or in Violation of SLA?Why isn’t the combined the same number as Total? 

Hi,I want to show a set of information in tabular format.  When I create a chart there’s no option to choose Tabular.  I can only select things like summary chart or bar chart etc. In some of the demo reports there are reports in there with Tabular style.How do I display data as a chart like excel on the page and pick and choose columns to add to it?

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited. 

Hello!The curated report named Tickets - Satisfaction Survey shows satisfaction score in the top left area. When you click the "View responses" link (see Screenshot 1) to be able to review either all surveys or sorted by an agent, it takes you to the Legacy Reports (see Screenshot 2). Is this intentional? What will happen when the legacy reports are discontinued in October?Screenshot 1Screenshot 2Thanks in advance.

I’d like to export task names, status, completed date, and any other associated metadata as well, using the Ticket Export function in FreshService. Expected behavior: Tickets → Export → Check a box for “Tasks” to include on the report. Current behavior: Tickets → Export → There’s no visible feature to include Tasks on the report. For a use case, I’d think of compliance. You normally need to send auditors reports. With Fresh currently, I’d have to submit screenshots of the ticket if I wanted to leverage the tasks feature for compliance. Support told me this was already an internal feature request and was advised to create an account and submit a post here. Thanks!

Has anyone had an issue with some emails becoming tickets but not all emails? These are for new requests.I can see the emails in the mailbox but they are never picked up by Freshdesk.

Our customers are purchasing support hours tha we need to track, currently we are exporting the data for last 30 days regulary and manualy looking through it but that is to timeconsuming.Is there a way or some kind of marketplace app that enables a simpler way of time spent supporting a customer and idealy that can keep track of the quota for each customer. Thanks! BR

I want to add a 2 week duration to a ticket.  I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

Hello there,since a couple of months we are missing some translation of fields in the detailed helpdesk report.Instead of the real field description we get e.g. [missing “en.helpdesk…..” translation] or [missing “en.helpdesk_reports…..” translation].All of the report description are affected of this.Does anybody have an idea what is the cause and how to fix it?Thank youbrMartin

 Hi, I hope you are all well I have a scheduled download from Analytics section: And I am seeing that tickets update on Freshdesk, but in the download its sends it is not updated. This happens with automations. This is an example from ticket activity The system changes with an automation certain fields, but this changes do not appear in data export. Is there something I can do? ​​​​ 

There are three items under “what brings you here?”ASk a questionReport issueEnquire status How can I add: “Suggest an improvement” ?

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

Hello!Need to ask how to get the historical revenues?We need to see the historical data (sales, revenue, etc) of each of our accounts.

Hi everyone, Have noticed the last few days that when a customer replies to a ticket the entire ticket thread is copied in on their reply making the ticket text difficult to navigate and find replies easily.It only seems to have begun this behaviour the last few days and we’ve not made any changes to settings.Anyone else getting this behaviour? It’s quite annoying for sure!ThanksRob

I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.I don’t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation. No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk. thanks.

As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590 

Hi, Is there any way to create reports/Dashboards for the forum section?Basically I want to see the number of interactions, visits, users ect. Thanks, Bilel

Hello, Sorry for my english, i will tried to explain to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this? 

We get automated emails from our payroll system to deactivate a user when they leave the company.  In most cases, this needs to occur on a future date, as the employee may have given a two week notice.  I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”.  How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

Can someone explain if this feature will allow me to update AD fields not directly exposed in thew “update user”  custom_attributes: Custom attributes in JSON string format. Eg. '{"skypeid": "demo.id", "isactive":true, "empid":1001}'I would like to update the “comment” field in AD would the syntax be?

Is there a way to add fields to the ticket_list snippet? It would be great to be able to edit that and all snippets.

HI, We have recently migrated our email away from one provider to O365. Since then, I now have 3 users that do not get notifications anymore when tagged in tickets, or forwarded .If a secondary domain address we have is used (which has a email divert set up to the address onthe primary domain), then they get the notifications on the primary domain email.If I change thier primary email in Freshdesk to be the onmircosoft.com (or our secondary domain account), then they also get the email,Running a delivery report from the 0365 dashboard seems to show that these emails are not even hitting the o365 email system.Is there a report in freshdesk I can run that would should any bounced back email send from our freshdesk account, and why they bounced ?  Thanks in advance

I need to be able to start logging time on tickets being opened by internal agents. I cannot find a way of logging time when we get a telephone call. This is needed to be able to pull the time sheet reports to include the tickets created by the agent.