Ticketing & Agent Productivity

Whenever one of our representatives makes an inward ticket (so his own name as requester) our inner clients can't see these tickets.Our organization name is CONTOSO.Interior clients (so not specialists) can't see these tickets like our clients can for their own organization. (Colleague isn't an answer)We can allocate the pass to a faker inner email so it gets doled out to our inside organization name (best work-a-round up until this point) but the mentioning specialist doesn't gets answers any longer when one more specialists answers to the issue. There are workaround for this likewise, yet what might seem OK is, that if some from @contoso.com makes a ticket, specialist or interior client the same, the ticket gets alloted to the comparing organization CONTOSO.This would likewise fix issues in void organization names in insightful reports.How could this should function/for example how might I get the specialist made tickets (where a specialist asks support) doled out to an organization

In freshservice we've noticed that the User/Requestor can't see the tasks which we as Agents assign to that ticket.A ticket could have lets say 10 or more tasks for that one request and from a communication stand point it would be really beneficial to allow the User/Requestor access to see them.

Hey community,In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don’t need it anymore.I might have actually deleted the report itself, but I’m still receiving copies of it. Many thanks,Toni

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together.  Thanks in advance.

Current dashboard make no value for us. How I can edit settings - to see at least comparison week by week not today vs yesterday?

I would like to ask if the contacts can login to mobile app? or only the Agent?

is it possible with my plan (growth), to schedule an export of all tickets on a weekly basis? all fields, all tickets?I can see curated reports, however they don’t have the information i’d like.

Hello Community!I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?Thanks and regards! Milton C.

HiFrustrated here. Every time I try to export all tickets from Jan 1 to  current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks

he API docs indicate that /api/v2/time_entries only returns time in hh:mm format. This results in inaccurate data when added up over hundreds of entries. Please add a field with hh:mm:ss.

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

Hello All,  is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj 

We are trying to run/create reports in analytics, that drill down to ‘user role’. Has anyone been able to accomplish this?

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do  I adjust the alert for unattended tickets?

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

calculate the time between the 'Agent assignment time' AND the 'time when agent sent out the first response'? is this available in reports?

We were having trouble with the formatting in our canned responses (font/size changes, random paragraph spacing) that was unfixable in the Freshdesk canned response feature, so I copied our CRs and pasted them into Word to fix them, then repasted back into Freshdesk. All seemed to have worked great, except that now when we hit send on a canned response, our response shows up in a white box. I have manually selected the text in the canned response editor and made sure the background was #FFFFFF, which should be transparent. How can we fix this?  

Help! We have requirement for multiple ticket forms - ie 20. Each has bespoke ticket fields in them. Ie one might have a drop down ticket field callled “Certificate Type” and the other might have a drop down field called “Historic Type”. These are bespoke terminology to our business and customers. Do I have to create a ticket field for each one? I have done a few forms now but we have so many ticket fields I am sure I am doing something wrong and there is a better way to do it? Our agents have to also close down all these fields.

How do I sort and filter tickets by Subject in Freshdesk? There doesn’t seem to be an option for either in the user interface.

In this example, the customer inputs into three fields, LM/Use/IRN.  They can add as many as they like by adding another line. Can I have any suggestions for how this information could be captured in a ticket form? 

I have multiple teams split within an instance via sections. This is so that they can have individual ticket fields by team.Currently, I have a Dropdown within a team section. I would like a solution that allows me to have a Single-line Text Box appear conditionally if the value of the Dropdown is equal to ‘Other’Usually, I would use sections to arrange, however you cannot have sections within sectionsSince I require a Single-Line Text Box, I also cannot use a Conditional Field to resolve this Any ideas on how this can be created? Or an alternative? I have a pro license

Hi,we use tags a lot and it would be nice if the Freshdesk tickets list showed more than three tags at a time. Can this be configured somewhere?

For some operations we record the processing times. We need these to be able to bill services correctly.When the billing is analyzed and discussed with the customer, it would be extremely helpful to have more information. For reports, when you call up the underlying data, you have a very limited selection of ticket fields.We would like to do an analysis with all other regular ticket properties as well. Currently you can only choose this: