Ticketing & Agent Productivity

  1. Customisable Team Dashboards: (Mint)                         This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in this self-help article. This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions.    Bug fixes:            1. Issue with Contact import: (Mint)                             On Freshdesk Mint, trying to import contacts with tags failed earlier disposable baby diaper manufacturers. This was due to a change in the name space for the field. This has been fixed now.           2. Multiple survey responses on a ticket:                              If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey respon

We have a use case for presenting an excel file to be filled out by the ticket submitter and included in the ticket. We’ve created a form for ‘report request’, and with this form - we’d like to have the submitter fill out an excel sheet that has required information and then include it in the ticket submission. I was wondering if anyone else has had a similar need, and how they were able to accomplish this.

I need to see which tickets have been completely deleted from the trash.How can I view information about tickets that have been deleted by the trash?

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30.   Is there any option in the settings where we could default the page view to 100.   Please let us know if you need any more information.

HelloSo it appears custom reports are not available in the Growth level of licensing. We are looking to report off tags. Has anyone found an app available in the apps section that reports on tags? or maybe came up with a different way to report on tags? Thanks!

Is there a way to report on volume of emails sent from a support email address, regardless of group?

Hello TEAM, I have two Question for you, I would like to have your support on it. Is there any way you can export the report in Excel sheet? Is there way you can present the report in pie chart without doing it manually

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

By default it appears that only the requester is added to replies or notes on creation.  When "requested for" is identified by a client submission then the "requested for" should also see the reply.  Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used.  This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most:  I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

It would be great to have the average response time in the analytics as we have it in the current reports.  We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.  We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work 

We discovered that when changing the ticket list to Table view The dates in the column “Created at” are translated in a strange way.Normally you would get “April 6” or “6 April” But in Freshdesk it says “6de Apr.”The ‘de’ part is a little weird.As far as I know, we cannot change this ourselves.Maybe we can get a Feature Request for this?

Hello- I recently needed to find a previous ticket with information I needed for a new ticket. When doing the search, I added the title it would be under, example:  CL to PO.  When I ran the report, I did not get any tickets back with my title.  I just got back a bunch random tickets with different titles.  I eventually ended up finding a ticket with the information, but not with the search.  I added a tag “Keeper” to the ticket. I ran the search again with the same title and it appears now that I added the keeper. I did not do any filters on either search.  Why wouldn’t my search come up in the first place?  Does it need to have a tag?  Do I need to fill in the filters in order for search to pull up what I’m asking for? 

Hello guys, hope you are doing fine (: I’d like to know if there a way to hide or disable the “Priority” default field? I already tried a custom role, also 3 differents apps from Marketplace:Hide fields app 9822  Disable fields app 25380  Hide/Disable Ticket Fields app 5416 (suggested by this article)But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed… And of course, we have some reasons for this particular use, such as:Block the change of priority in a certain phase of the ticket. Block the field based on some function condition. Block changing the field based on some specific condition of the ticket (such as Type, or dependent fields, etc.)Among other examples, which are even met by the apps I mentioned above in matters of conditions, but it is not possible to perform the "blocking" action. Thanks for now  

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

Hi - I’ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including the deleted one. None of the new options appear.Any ideas?

We have had this message on our Freshdesk for the last 48hrs: Scheduled maintenance is under progressWe will be up and running soon, Please check again later.Click here to go back to home  Our domain is: https://sangix.freshdesk.com/ Since we are on a free account, there does not seem to be any support we can contact.Should we just switch to another provider or does anyone have an idea of what we can do? Many thanks :)

Hi all,I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?

Hello community,the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.Thank you very much.

I will export my company list, delete the companies I don’t want to update (leaving the column headings/field names intact), make my updates, then do the import.  The process seems to have a hard time figuring out what fields map with what fields (see attached), even though I haven’t changed the field names or even the order of the columns. I change all the Any dropdowns to the correct field name (again it matches perfectly with what it’s called on the left side) so I can import and ensure the right data goes to the right fields. Why is that?

Why are my agents ticket numbers different in Legacy Reports VS Analytics for the same time range?

When a new ticket is created through support mail.I want to trigger API to my backend to fetch details and populate my custom fields on FreshDesk.

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve