Ticketing & Agent Productivity

I go about my day answering tickets and after a few, I run into a bizarre problem. When I type, random words replace the letters I am typing. The words are completely random and don’t have anything to do with anything I’ve previously typed. Even the backspace key triggers a word. It only happens in the Freshdesk window. If I close the tab and reopen, the problem goes away… for a while. I’ve tried disabling extensions, different browsers. I just can’t figure it out.

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

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation.  But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

Hello everyone,As you can see in the picture, we have toggled off the User Activation Email in Freshdesk>>Admin>>Email notifications>>Requester NotificationsBut each new contact will be still Unverified. How can I solve this problem? 

What are people doing when you have a customer that is acquired or merges and starts going by a new name?  I’m finding there is no way to Edit existing names or merge with other companies, like you can for contacts.I would love to hear what other Freshdesk users are doing.

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

So it seems that everybody else on my team is getting tickets but I am not. I am the only one out of 11 and not only that i am unable to respond to anybody also as my emails on freshdesk are not going through.

Hi Guys, please i need help with creating a new ticket if a requester responds to a closed ticket. Is there anyways this is possible or has someone done this before?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

So I have a couple of reports rolling in our Freshdesk Analytics, and I have setup a scheduled export of some reports to email recipiants.The recipients of these emails sometimes reply to the email they get - and because the sender us support@freshdesk.com, this ends up as a ticket with Freshdesk. I can not find any way to change this sender email (we have custom email setup for ticketing) and unfortunately Freddy hallucinated a reply related to this.Has anyone successfully changed the sender address? or can you think of a workaround?

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.

Hello All! The Webinar on Freshworks Analytics is about to being in a couple of hours and here is a direct link to join the session. https://freshworks.zoom.us/s/98744639315?pwd=zM6x8fjxENiFH5kubTrhLd7DguOZ5i.1Looking forward to meeting you all! 

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 

We have created a report with 9 widgets and scheduled it to send the first of the month. I received a 1 page report with some tickets listed but cannot determine which widget the tickets are associated with. How can I get the output to give me a title or section for each widget so I can interpret the report?I do not want to receive 9 separate reports for each widget. Thank you,Sue

Our business is currently using ADO and Project Insights to track agent time and resource planning. Engineers will put their estimated time in ADO for our weekly sprints and at the end of the week project insight is completed to total the time of each project (these include meetings, deployments, admin time, documentation) at the end of the week. Our leadership uses this information for resource planning and time spent.  I have yet to find a good solution within freshworks to meet our needs.   We have looked into project analytics as well as time reporting on tickets. The problem i am finding is that there is not a sufficient method that brings all of an agents weekly work into a single report.  I’m hoping there may be someone here who had a similar experience and how it was solved to meet the business needs. 

I’m struggling with Fresh Desk Analytics for Surveys, and I can’t work out where it’s going wrong.I have a nice simple widget that shows the survey score for the current month What I want to do now is show the history of my positive and negative scores by month.When I’m building it, I can choose the number of positive and negative surveys from ticket data, but only the number of positive surveys from the survey dataSo, i tried to build it using the ticket data, but because it’s going by ticket data, and not survey data the stats don’t match the first widget that I shared The group by on my by month widget is set to this Has anyone been able to get reliable data out of this?

Hi, I’m looking for a way to export the date of first answer of tickets (from freshdesk).In the free version, I don’t see any field for that. Is there a way to do that ? Vincent

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 

Hello everyone, all good?I want do disable or hide Dashboard inside freshdesk. Is it possible?  

Hi, Is there a way were i can extract reports that calculates the date and time difference once the ticket is created and one it was resolved?Im still testing the free version of freshdesk. Thank you,

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.