Ticketing & Agent Productivity

I have a problem when trying to order a list of tickets by deadline. Here it is :I use any view, ordered by creation date, last update, status or priority and everything is fine. I want to change only the sorting option to use « Échéance à respecter » (I guess it would be deadline in english) so that the late ones are displayed on top. I then have a view displaying « Pas de ticket ici » (no ticket here) and I can’t change the sorting option anymore and can only delete the list and create it anew.  Does anyone know why I have thie behaviour ? What can I do ? It would really help my agents to manage their priorities if I could use this sorting option (and I am afraid one of them would try and block a common view).

Hello, we’ve been trying to use the AHT stopwatch to find out the real pending time for every ticket.However, we figured out that the stopwatch only counts the time when the ticket is on an active tab (being opened by an agent).What we need is to know the total pending time regardless the ticket is on active tab or if we close the tab.Please help. Thank you

I notice that other similar topics exist since earlier. However, this issue started for us just now after the recent big update just the other day.When removing the only remaining letter of a word using backspace, Freshdesk also removes the preceding backspace, moving me to the end of the previous word instead. Is this a reintroduced bug?This seems to only happen while replying to a ticket, not while creating one. Would appreciate any help!

Hi, How do i reply to a ticket in the mobile IOS app? If I open a ticket I can only add a note or forward in the bottom toolbar. There are no options anywhere to reply to the ticket.  “Tilføj note” means “Add note” and “Videresend” means “Forward”.  

Hi all - I am creating custom fields for certain tickets and would like the ability to report on it. Is this a possibility? Or would I have to export the data and report on this outside of Freshdesk?

Hi all - quick question. I am trying to create a pivot with Ticket Type, Unresolved Tickets, and SLA Adherence %. Then sort by Open Tickets. When I have more than 1 measure in a pivot table, it does not allow me to sort anything anymore. Is there any way we can bypass this? Or is there no way to actually sort when 2 measures are in the ‘values’ field. 

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that.  

How do I edit the Freshdesk ticket Summary field if another agent originally entered it? One of my colleagues is away this week, so I took over his ticket and set myself as the Agent. However, when I went to update the Summary that my colleague had originally entered, the Edit button was invisible. That makes no sense. I’m now the agent on the ticket. I should be allowed to edit the Summary. Please tell me how to do it, or please fix it if this is a bug. This is a very common use case.

Hi,I was trying to create a team dashboard and the regular dashboard just disappeared. I can’t see anything anymore. Could you help me with that ?  Thank you,

When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why the heck do you have this 15 minute buffer? It makes utterly no sense.

Does the Freshdesk “email” editor have a format painter button like Outlook’s excellent email editor? I couldn’t find such a button in Freshdesk. See screenshot below. We need this functionality. It is a time saver. 

Hi -  Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields"  A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be?  I cant see them on the mapping or original csv I'm importing.  Do I add them?  Kindly clarify, confusedly, Jason

how to import my domain (Companie) mail id into freshdesk as contact

Hi - I want to report on the time between a ticket being first assigned to second group assignment. This is so we can work out the time tickets are taking to go from 1st to 2nd line teams, or to Engineering teams. I can’t see a way to get this specific datapoint. Any tips?  Cheers, Emma

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable!  ✅ If you missed it or want to watch it again, get to it! ✅  Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

Dear Fresh desk Team, We were given hope that we will be able to fulfill all our requirements from the Analytics of Fresh desk. But it is really very sad, that the Tool is unable to pull out the data which are filled in the single-line & Multi-line text fields. I have seen many posts on the community page where the answers are like “ this feature being picked up and will keep you posted herewith any progress on the same” from past 4 months. We have recently upgraded to the PRO Plan mainly for this reporting purposes, but Fresh desk had failed to provide 100% support. This is like “Fresh desk Tool is supporting analytic part but cant fulfill customer requirement”.Would request the concern to look into this feature asap and do the needful by fixing the gap.Regards,Senthil

Hello all.  We are evaluating FD and it is very nice.  One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company.  Based on our research this does not seem possible since tickets are tied to an email address.  However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons.  For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc.  These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done.  We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer.  They are m

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

Hello,  I noticed today that all of a sudden my analytics reports are missing the metric names in the widgets. I have some widgets that compare a metric over this week/previous week, or this month/previous month. Now those names are missing from the widget so other users can’t tell which is which! They’re missing in the Freshdesk portal, as well as the daily PDF export. Did this feature get removed or am I missing something? 

As shown in the screenshot below, I am using the Log Time window in Freshdesk to log the time I spend working on a support case. I make several log entries per day to many different cases. How do I see a summary of the total time I logged for a given day? To stay in compliance with my employment contract, I need to make sure that I am logging a certain number of hours per day (for example, 8 hours). I have heard that you may have a report that administrators can see but I am not an administrator. I am just a lowly support analyst. I should be able to see how many hours I logged in a day. How do I do that in Freshdesk? This is basic functionality that many other support case systems have. I am a new Freshdesk user, but I am not impressed so far.  

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below) 

Hello Everyone, We wanted to enforce all our agents to use 2FA for every login session. Since we are dealing with a very sensitive data, we do not want our agents opting out or disabling 2FA. As can be seen in the below screenshot, agents can "disable” 2FA for the next 30 days. Once they do that, They cannot Undo that. Admins will never know that agent "disabled 2FA for the next 30 days”. There is also no way for Admins to Undo or even restrict that (They have to Disable 2FA and Enable it again on more time). This is really important for us, and as I am sure many other users of Freshworks products. Any solution to that? What can we do?  

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far.