Skip to main content
Visit Freshworks.com Visit Freshworks

Ticketing & Agent Productivity

Using Freshdesk

  • 274 Posts
  • 759 Replies
274 Posts
Pancake
Apprentice
PancakeApprentice
asked in Ticketing & Agent Productivity
How do i get name of who replied the ticket instead of Agent name?

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}} ??

423
pelorustech
6 months ago
D
Apprentice
DaveMcApprentice
asked in Ticketing & Agent Productivity
Poor performance for last week

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.

212
D
Apprentice
6 months ago
Nexus
Contributor
NexusContributor
posted in Ticketing & Agent Productivity
Archive tickets updates?

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?

711
Sneha Kandasamy
Community Manager
6 months ago
SwatiShriwastav
Apprentice
SwatiShriwastavApprentice
asked in Ticketing & Agent Productivity
New ticket creation on old closed ticket

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

9465
mwhitman
Community Debut
6 months ago
F
Contributor
fresh_atdContributor
asked in Ticketing & Agent Productivity
Automation when a 3rd party reply (private note) occurs on a ticket

I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.The first part is easy.For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.Thanks

2044
Jo90
Community Debut
6 months ago
J
Apprentice
jason_asrsolutionsApprentice
asked in Ticketing & Agent Productivity
Private fields on a Company record

HelloWe’d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company.  I’m told there are fields that are private that the Contacts/Company won’t see, but I don’t see which fields they are while looking at the Company profile, and don’t see any documentation online about this either.Please assist. Thanks!

281
Sneha Kandasamy
Community Manager
7 months ago
ZoeDS
Apprentice
ZoeDSApprentice
asked in Ticketing & Agent Productivity
Missing emails/tickets!

Hello, Our user is directsight.freshdesk.comWe have an increased issue which is largely affecting us and our customers in the instance that new tickets/emails are not coming through to our inbox, customers are not receiving our email responses to them (so think they are being ignored!). We could be corresponding with a customer back and forth and then suddenly the trial goes quiet and they haven't received my reply/vice versa. It's becoming increasingly difficult and frustrating from our side as we cannot explain to our customers where these missing emails/tickets go.We have checked the Spam Folder in Freshdesk and there is nothing in there. Does anyone have any advice/guidance? Many thanks! 

392
ZoeDS
Apprentice
7 months ago
tsullivan
Apprentice
tsullivanApprentice
posted in Ticketing & Agent Productivity
Sortable fields on table view do not sort

Just had an exercise in futility with support. We have a field in our helpdesk called “Start Date” which is the date when a request is to take effect. It’s different from date created and date modified. Previously, we were able to click on Start Date in table view, and the tickets would all get sorted by that field.Today, that stopped working for some reason. Dates are out of order, which is making it difficult for us to see which requests need to be handled given there are multiple pages of requests.Support simply says this is not a feature (despite this working before). I told them this is a bug that needs to be fixed, and they simply repeated that it’s not a feature. Hopefully by posting on here this bug can be fixed, lest we have to start looking for a different help desk package which can handle this and fix bugs.

181
eeha0120
Skilled Expert
7 months ago
SwordPhish
Apprentice
SwordPhishApprentice
asked in Ticketing & Agent Productivity
Tickets Created via Email

Hi all!  We have a multiple product/multi configuration offering that we support our customers with via Freshdesk. We utilize the Support Portal and a good amount of our customers open tickets via a Ticket Form within the Support Portal. This experience is great for the customer AND provides us details that we need from the form that are important to our supporting of the customer (Environment, product version, Operating System, etc).  We also allow customer to submit tickets via email. These tickets come through as a simple subject/body message, as you’d expect, and missing all the details we need from the Ticket Form that they would otherwise populate if submitting via the Portal.  Has anyone had any success or ideas around making the “email ticket” creation process better for both the customer and us Freshdesk users? Maybe some way of incorporating and embedded object that has the fields to populate in Freshdesk? I am open to custom building something for this, I am just curious wha

2032
Sujitha Dhanaseelan
Community Manager
7 months ago
tlichten
Apprentice
tlichtenApprentice
asked in Ticketing & Agent Productivity
How to stop email replies

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

1052
Yusuf Ahmed
Community Manager
7 months ago
M
Contributor
Melwin_CGFContributor
asked in Ticketing & Agent Productivity
Restrict Agents from Creating tickets

Hello, We would like to restrict agents from creating new tickets when have reached a certain threshold of tickets Unresolved in their queue.Is this something we can setup on Freshservice? Thanks.

30
M
Contributor
7 months ago
M
Skilled Expert
MacMurdoSkilled Expert
posted in Ticketing & Agent Productivity
Location Field Mandatory on Form but not appearing in Ticket

HiOn our form for an issue submission we have a mandatory field call Location and its Data Source is Locations, however, it does not pull the submitted data through to the ticket. Any ideas please? 

532
rajagopal.baladhandayutham
Community Manager
7 months ago
nsaltzman
Apprentice
nsaltzmanApprentice
asked in Ticketing & Agent Productivity
Not getting reply emails

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

252
Sujitha Dhanaseelan
Community Manager
7 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity
Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

743
Sujitha Dhanaseelan
Community Manager
7 months ago
A
Apprentice
Anais HellwigApprentice
posted in Ticketing & Agent Productivity
CC recipients not taken over when replying to e-mail

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!  

725
eeha0120
Skilled Expert
7 months ago
T
Apprentice
tsanderApprentice
asked in Ticketing & Agent Productivity
Agent Cannot Associate Ticket to Project

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc) 

152
T
Apprentice
7 months ago
B
Contributor
bobrichardsContributor
asked in Ticketing & Agent Productivity
customers blocked from submitting tickets

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing.  This is not the fault of Seniorleads.  This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

341
Sujitha Dhanaseelan
Community Manager
8 months ago
A
Apprentice
AlHaw23Apprentice
asked in Ticketing & Agent Productivity
Post Incident Report - Can I save a template?

Hi there, I really like the option to create a Post Incident Report which is saved with easy access inside the Major Incident ticket. My issue is the PIR fields aren't 100% relevant and I'm manually changing them. I would like to tailor the fields relevant to my organization for each report generated. I’ve searched high and low in the admin center and I'm still at a loss. Any help would be much appreciated! Thanks,Alex

2092
A
Apprentice
8 months ago
S
Skilled Expert
Sophie MurgatroydSkilled Expert
asked in Ticketing & Agent Productivity
Complaint management

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?

1648
mamaAJ
Community Debut
8 months ago
Yooji
Top Contributor
YoojiTop Contributor
asked in Ticketing & Agent Productivity
No Tag feature in Admin

Not sure what we are missing in our tenant but we don’t seem to have the Tag feature in global admin or any of the workspaces that is referenced here: https://support.freshdesk.com/en/support/solutions/articles/196897-what-are-tags-how-can-i-add-merge-tags-I wanted to see if it was perhaps possible to ‘protect’ tags; disallowing requesters/agents to remove specific tags from tickets.

862
Yooji
Top Contributor
8 months ago
donia_ats
Contributor
donia_atsContributor
asked in Ticketing & Agent Productivity
Edit value of Snippet / Edit, create Placeholders

Hello, I want to edit snippet values , but I think it’s not possible? Confirm ?Is there any development planned to do this ?  REASONS => I have several forms and I would like to choose which form to display.  Ideally, I would like to display the correct form based on questions asked before but I didn’t find placeholders to identify each form ..  The objective is to ask the customer questions before offering them the appropriate form.Possible ?  Thx in advance, I hope it was clear 

738
eeha0120
Skilled Expert
8 months ago
lcoughey
Skilled Expert
lcougheySkilled Expert
posted in Ticketing & Agent Productivity
Poorly worded description in default "Submit a ticket"

I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

1477
ady
Contributor
8 months ago
MinhPhuc2kkk
Top Contributor
MinhPhuc2kkkTop Contributor
asked in Ticketing & Agent Productivity
I realy need Sort by columns.

 Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

3217
karlnharrison
Contributor
8 months ago
sundermannc
Apprentice
sundermanncApprentice
asked in Ticketing & Agent Productivity
Ability to @ mention coworkers?

We have been using FreshService for about a year.  One of our outside vendors that works on our security system uses Jira Service Management, so we’ve had some exposure to that system recently. One of the really handy features of Jira has been the ability to “@mention” our coworkers (other agents). This is helpful in that I can say someone’s name in an internal reply and it calls their attention to the ticket via an email.It appears that FreshService does not have this ability. I know I can create a “private” note, but even this doesn’t let me clearly and easily “tag” someone in the ticket…  I have to put them in the “to” line.I searched the community, and I saw an old feature request for this, but I can’t even upvote it, as it says voting is closed.  It gives no indication of why it’s closed (that I can tell?)  Maybe this means the feature has been implemented and I just need to know how to turn it on? Anyway, I’m hopeful this is just something I’m missing in our settings.  Thanks for

3311
kristinaburns
Community Debut
8 months ago
akurin693
Apprentice
akurin693Apprentice
asked in Ticketing & Agent Productivity
How should I setting for create a new ticket if users send a new message after the old ticket has been closed?

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.

543
eeha0120
Skilled Expert
8 months ago

Badge winners

  • Salud, Ideator
    CudaPrimehas earned the badge Salud, Ideator
  • Wizard of Creative Thinking (5)
    rogerwcsdhas earned the badge Wizard of Creative Thinking (5)
  • Wizard of Creative Thinking (10)
    rawilkinshas earned the badge Wizard of Creative Thinking (10)
  • Lightning (Mc)Learner
    Bernardo Castrohas earned the badge Lightning (Mc)Learner
  • Wizard of Creative Thinking (5)
    sbjhas earned the badge Wizard of Creative Thinking (5)
Show all badges
Terms of Use