Ticketing & Agent Productivity

Hi, I’m new to freshworks. I’m unable to verify my company. How to fix it? can anybody help?

Hi,Is is possible to search tickets by the name of the agent that created them ?Please helpDavid

Hi, I would like to know if there is any way to trigger open the create child ticket form in Freshdesk.  

I love using the team dashboard, but having a dashboard that was Agent centered would be Idealseeing how many tickets on an agent by agent basis and how many they have on hold and how many they’ve resolved would be magical.  Is this something that exists? Would be an “admin” dashboard just to keep good tabs on the balance of things.

Hi All - Is there any way we can get Realtime status of tickets in Excel without the need of using Export option in FreshDesk? 

Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as  “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created. 

Hi,We have a customer who asks for these features in Freshdesk Support Desk (formerly Freshdesk) and Freshdesk Contact Center (formerly Freshcaller):The capability to have a dashboard widget on time interval basis for ticket. For example at 08.00-09.00 How many ticket is Open, Overdue, Resolved and Closed and the same with 09.00-10.00 and so on. The capability to have time Interval field in the analytics report for ticket, and call module. This discussion has been raised on a Support ticket ID: 11517765 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated.Thanks. 

Is there any best practices that Freshdesk could handle internal incidents for ISO 9001 and 27001? 

Hello, I don’t understand why the field TO is automatically filled and it’s prepopulated so that we can’t modify it. Would it be possible to change the product to have the possibilité to choice every time we want to change the field TO ? We use Freshdesk with an intern software, we create a ticket by sending an email to our customer from this software and we put our contact adress as a recipient to open automatically a ticket in freshdesk and have a record of this first email. Thank you,Pauline 

Hi thereIn our company we do software releases.We create many tickets and Tag them with the name of the update so we know what has been included in that release.  In this case the tag we created for this release is called 22.1 Major Release In this example...What I want to do, is use the filters to display all the tickets that were included in our 22.1 Major Release After applying that filter I get 7 pages of tickets, which is great. But now I want to be able to search within those results to find the ticket. But this is not possible.  Surely it should be? Does anyone else think this should be possible or would find it good to have this searching ability available? 

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax.   It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example:          #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01]          I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

Hi,My company receives requests from customers by filling in a submission form but due to certain laws we have to adhere to we cannot save this info and have to send these requests to our external email and then import them into freshdesk from the external email. Since the emails are all coming to the external email from our corporate email the default reply to in each ticket is the corporate email. The actual customers email is in the email body. Customer agents have to change this each time and it has become a real hassle. Is there any method to automatically get the customers email from the body and set this as the reply-to value.flow for better understanding Customer fills form and submit > corporate email server sends info as email body > external email > fresh desk

Yesterday (3/2/2021) filters would automatically update the page when selected. For example if you add or take away an agent in the filter list this it would refresh the page.  You now have to press apply filters to update this change.   Was this a deliberate change?

I want an overview of all closed tickets for the past month in Analytics Report.So a listing of all tickets by company and contacts for the past month.Is this possible in Analytics?

Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

Hello,you team has let us know that there is no way to add in analytics a statistic board with comparsion. For example per month performance compared to last years. In November 2021 we had this many tickets and in November 2020 this many. This all as a bulk diagram or as chart. Right now analytics does not show it in a good way, Would this be possible?  

Is there no way to sort the list of tickets by Resolve By? Seems like a bit of an obvious use case but I can’t see how to do that. By the way, I am also curious to know if the format of columns is configurable. The Resolve By date is pretty cumbersome and all I really need in the list of tickets is something like “In 12 hours...”. If I need the specific date/time I can open the ticket so the long-form date is “fluff” I don’t want or need.

Hi all. Bit of an odd one (to me anyway), when we resign an agent (convert to contact > delete) the system is somehow picking up the password reset e-mail and sending it to the resigned agent. I can’t see where the system is picking up the reset e-mail to this, I don’t think it is part of the requester notifications in e-mail notifications. Wonder if anybody has any ideas please?{{portal_name}} password reset instructions Thanks  Steve

I have created a new ticket type and I want to assign it to only one of the companies I have set up.  I cannot figure out how to do this.  Does anyone have any ideas? 

Hi,We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment). Do you have any suggested workarounds? Thanks,Mark

 It's possible?

Dear Team, Need to add Close Time filter in our Customer view. This is Agent View- We required Close time filter in below Customer view. 

Please check 2 seats are available for the users. We unable to create a Freshdesk account for this particular user. PFA screenshot of an error. ID: A.khan@zellbury.com