Ticketing & Agent Productivity

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page. https://proginelectricite.freshdesk.com/ Can you please help fix it ? Best, Flo

Has anyone else hit the 400 maximum number of public/private notes on a ticket? I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket. Nothing in the last few release notes that I can find

Hi I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets? Any insight would be helpful. Thanks

For the last week my team has noticed performance issues with refresh rate of updates to ticket list view. Once a ticket has been updated to resolved or closed status when returning to the list view the ticket remains in the view with greyed out font showing closed status until we manually refresh the browser page. In the past this has not been the case. When returning to list view previously the updated ticket would no longer be visible in the view immediately. Is this a systemic cache issue that can be resolved by support or a browser setting that may have changed recently? This can cause issue with common views used by several agents.

Hi, On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time? Thank you

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

Hello, I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of. Does anyone have any expertise in the area of Spammed tickets? I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views. Meaning you have to clikc away in order to use Arrow keys etc. Very annoying. Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?

Freshdesk is THE ONLY website doing this in this browser. I am required to utilise the notes section and email replies whilst working. Every time I open the text box using this browser, the text cursor consistently resets itself to the top left of the field. THIS IS COMPLETELY UNUSABLE AND THE ONLY FIX IS TO REINSTALL THE GODDAMN BROWSER. No, I WILL NOT use a different browser, before anyone makes this benign suggestion. Anyone else have this issue and hopefully a more permanent solution?

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it. When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”. I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

Hello there! I noticed, that when sending screenshots, it doesn’t show up in Outlook. Screenshots look like this (customer opened the ticket in Outlook): Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case: A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Hello everyone, I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out? Thanks in advance!

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanks Chris

Hello, We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly. This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replie

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up: The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it. The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

Hi is there a way to make the parent ticket stand out when searching through tickets. I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client. They look the same. Or is there some way i can write a search which only find parent tickets? Thanks

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem: At the moment we have arranged the CRs as follows: EN - titleDE - title / title etc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users. Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs. Does anyone have a suggestion for this? Or how do you handle this? :) Thank you for help!BestSonja

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on. Can this be done?

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared. Any help is appreciated

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”. There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.