Ticketing & Agent Productivity

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

We have setup a supervisor rule to send out email to requester stating we are waiting for a response - We have found that sometimes that rule does not apply and send emails hourly instead of how configured in screenshot.  The issue we have is that it is not doing that on all tickets that meet the conditions.  Any ideas would be great.  The screenshot does have some details such as which day email is being sent at which stage, but I hope you get where I am going 

Hi!We would really like to be able to add only our agent's first name to automations.We want to be personal with our customers, but at the same time protect our employee's privacy. Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?Thank you in advance for looking into this? Best regards,Erik 

When adding a private note to a Freshdesk ticket, I used to be able to notify other agents.    A list of agents would come up in the “Notify to” field under “Add Note”.  Now, my name is the only name that pops up.  I can’t notify anyone else.  This just started happening last week.  I refreshed the page, and logged out and back in to Freshdesk.  This didn’t solve the problem.  Any idea what is happening?  

We have some employees that prefer that the default sort order be oldest to newest and some that prefer newest to oldest.  We would expect that the default sort order could be configurable by agent rather than a global setting.  Additionally we would expect that if newest to oldest sort order is chosen that the Reply button continue to be on top of the page. 

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Quest

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

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I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀  

Configuring Email Notification templates is quite a tedious and time-taking process right now. This process could be made easier by adopting an Atomic design principle to save HTML signatures, buttons, greetings, and salutations as components so they can easily be selected and only the body text can be changed throughout different templates.I made the effort of copy pasting each HTML template throughout the different Email Notification categories, but the company logo URL in the signature has changed and in order to change that, I'd have to go to each template separately and change that.I hope you consider this request for a better User Experience.

We’ve got a group that we want to stop using.Is there any best practice guidance on how to prevent the group from being used?I want the tickets to still show what group the ticket was in when it was worked.

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

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?

Hey @FW Community,anyone using Threads to collaborate with teams outside of Freshdesk?We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem):Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

Hi, I am Creating tickets with API and after creating the ticket, I am seeing the ‘Created by’ as the name of the User whose API key that I used to authenticate the API request. i want to remove or hide the Created By. Is there any option to do the same?  

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same 

Hi there,Please fix these two main problems:The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files?  I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print. 

It often happens that I can see no new tickets in my Freshdesk.  After 10 mins there will be more than 10 tickets, and some of them sent more than an hour ago.  Is there a setting that the inbox refresh much quicker?

Hiwhat’s this news about archived tickets?  Any 'closed' ticket that has been inactive for 120 days will be archived.That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.What do you think?