Ticketing & Agent Productivity

I’m wondering whether it is possible to report on a dependent field, inside a ticket type section.So at the moment, we have the default ticket field ‘Type’ with an ‘IT Support’ option. Selecting ‘IT Support’ displays the ‘System’ section, which contains a dependent field for all of our different systems, and then sub-categories of those systems, etc.Is it possible to create a widget which would display ticket volume for each of those systems, and then let us drill down into the subcategories etc.? Has anyone had any luck with this?

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

I have a weekly report about sales tickets are week-in week-out there are not always changes but I still need to send the report. The problem is nothing has changed the email generated from freshdesk says ‘It’s been a little quiet here! You have no tickets created or updated’ Is there a way to still have this report produced and sent out even if nothing changes?

Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue?   Regards & Thanks Dery

I would like to be able to keep track of unresolved tickets that have a lot of time spent, is there a way to sort unresolved tickets by most time logged?  Thanks in advance!

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

Is there a way to get analytics to show time bands of when tickets are resolved?  On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay. 

Hi, My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation: Customer sends email through helpdesk@abc.com I reply to the email (now ticket) on my agent account on Freshdesk Customer receives my reply and replies to the email again I never receive the reply of the customer in the ticketHow can I resolve this?

Hello all,Can someone please help me understand these numbers on an agent report:Average response time: 37 min Average first response time: 48 min Average resolution time: 37 minHow “first response time” can be higher than “response” and “resolution” times?How “response” and “resolution” times can be the same? I think “resolution” should be higher.In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget.Many thanks in advance!

Hey FreshPeoples!So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request.  I need to send a report to Payroll weekly that has the following information.  Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends.  This is for per-ticket based compensation for my agents during their “oncall” week.  I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this.  Thanks in advance for the help! 

In the Analytics homepage, click New Report that is present near the search bar in the top right section. We have Custom Reporting in Freshdesk to help you build reports the way you want, with minimal effort, all by yourself. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.Click here to read more

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

I have filtered some records that include tickets more than 30 days. when the report was exported it only includes (by default) 30 days of records. This will be fixed if I change the custom date based on the oldest ticket. I hope there is an option in the export to export what was really filtered without the need to change the date based on the oldest ticket.

Please explain how this works.I cannot see a list of 15 articles when I click on 15 so please tell me how I can ope a complete list of tagged items by clicking on the corresponding numbers?

The little icon next to a note that used to allow an agent to change a note from public to private and vice versa no longer works.  If someone replies to the support ticket who was not originally sent or copied from freshdesk, then their reply is entered as a PULIC note that customers can see!  There is no way to change this note to private according to FD support. 

HiI have configured my company’s support email box to forward onto my Freshdesk support mailbox. This is working well.However, when we respond to a Ticket on Freshdesk it, by default, adds our company support mail address as a CC (copied) addressee. Is there a way to prevent this? We don’t want to, by default, CC ourselves on ticket responses.

We have a customer who has interacted with multiple channels on the same issue, thus there are many tickets for the one customer. I wanted to know if it is possible to just combine these into one ticket?

HelloI’m testing Freshdesk and wondering some things. Here are 2 questions:How can I open tickets to tabs in the freshdesk, like in zendesk?When I’m making ticket in freshdesk it says the source is phone, how can I change or remove that? 

Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks

Is it possible to change the theme of Dynamics CRM Programatically using js? If so how can this be achieved?What I want to achieve is that when a user clicks on a tile on the main dropdown navigation bar, I call js to change the Dynamics CRM theme for the entire system. Similarly, if the user clicks on some other tile, I change the theme again.Version (8.2), on-premises

Hey Everyone!  I work for the Ticket triaging team where the agents in our team work on analyzing the incoming tickets, and moving them to the right team for resolution.  I have been trying to figure out a way to calculate the time taken by the agents to move these tickets to the right team from the time they appear on to the triage pool. I have explored the Analytics and the reports section in FD, where there are the “Ticket Lifecycle” sections available aimed at doing exactly that. However, I am unable to find an accurate response here. For instance, I can get the First assign time in business hours, Calender hours and Time spent in business hours to analyze this, but none of the columns really give a good representation of what I am trying to look for.   Moreover, I also have problems in changing these time values to the standard one where I will be able to perform any calculations in Excel or Google Sheets. As you can see, the format is in “xm ys” value. Is there a way in FD to dir

Sometimes our agents need to create a support ticket for someone else on their team to resolve. For example, the agent's printer broke so he creates a ticket by emailing at support@ourdomain.freshdesk.com. The ticket is properly assigned to another agent who replies with a pending solution.The dilemma is - whenever the agent that created the ticket replies to the other agent's response, the reply goes back to him when it should go to the agent who replied.Is there a solution for this dilemma?