Ticketing & Agent Productivity

Buenos díasTengo un problema un usuario fue borrado por error y lo mismo no puedo restaurarlo porque dice borrando, solo queda así sin darme opciones.por lo tanto, necesito activar el usuario

Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view.  What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view. 

Something that really surprised me is Freshdesks inherent lack of time tracking functionality. All of it seems to be baked into Time Sheets which appears to be quite out-dated and even broken. The Time Sheets, for example, only export partial data. The widgets in the Analytics tool are curated-only, and although you can customize them, you can’t save your customized widgets inside of that curated report. I am curious if anyone has come up with any creative solutions to help them understand how much total time, and average time their Agents spend inside of tickets based on the Time Logs data. This one is really holding us back right now reporting-wise, and I just don’t see why Freshdesk has limited the functionality that appears to already exist. For example - I can go into the curated report and manually edit the widget to provide me average time tracked data, but I cannot save this widget. My changes are lost as soon as I leave the widget. This is so bizarre. 

Hello, How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up. thanksalexsunny

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

Hi Guys,I hard deleted a contact on Friday to be able to create a Agent account for the user. But the contact is still deleting , is there any way to sped up the process? Thanks

 Hello I’m Sato of Digital Stacks in Japan. I know about two ways of Contact deletion.(1) Delete → Restore(2) Delete → Delete foreverIn case of acting these 4 operations, there are no eMail message to the target contact. Is this a specification ?Please reply if you know.  Best regards,Sato

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

Is there an option to build a custom report that shows customer survey responses?This would be beneficial for our other departments that do not have an admin to manually go in and find that information. 

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account.   I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account.  Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.

As a CSM, I handle multiple accounts and I would like to schedule a report on a daily basis for all the unresolved tickets associated with my accounts. Does Freshdesk support this feature?

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

Is there a way to get a report with the information captured in the autostart timer 

Hi,As a CSM, I handle multiple accounts and I would like to schedule a report on a daily basis for all the unresolved tickets associated with my accounts. Does Freshdesk support this feature?

hallo, i’m testing frehdesk in its free version, hope you can explain the difference between “all ticket solved” and “new ticket solved” on each green bar in the second barchart (workload)what makes a ticket solved “new”? how “new” should it be? which time do i have for solving a ticket so that it count among the “new” ones?didn’t find anything on old topics aboutthank you 

Good Morning,I have recently updated some cases by assigning them another type of case, when downloading a report they are shown with the first type of case assigned, but not with the recent one, will there be any way to update that data or is it a bug?Thank you!

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!