Ticketing & Agent Productivity

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

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 replies/

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 / titleetc. 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.

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past.  #Here are two examples   

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

Hi,Recently, I started a trial with Freshdesk CSS and have received numerous tickets with attachments over the past two days. Most attachments in image format can be previewed directly within the ticket page. However, I need the ability to preview PDF files and consolidate all attachments. Are there any free or paid apps available in the marketplace that offer these features?Could you suggest some options?🙂

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent).  The team who picks up that ticket will then reach out to the customer via email requesting documentation.  The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk?  I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

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? Anyone experienced something similar? Thanks

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

We have received multiple errors when sending emails/ticket replies to one of  major customers. It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”This is kind of useless for debugging.I’ve read through all threads but with no clear resolution.Is the error typically on the recipient side?  

I was having weird effects with seemingly random keyboard shortcuts being activated. After weeks of aggro I finally happened to look at the list of shortcuts and realized why - they use a combination of normal letters without an interrupt key. No ALT or CTRL. So being a fast typist kicks off a shortcut any time I type a ‘g’ and then another letter after it. This particularly happens when typing a reply to a customer and I often lose a bunch of what I had typed. Blecch. My only workaround for this is to disable the shortcuts entirely.It would be really nice to be able to use some shortcuts. Could they be changed to properly use an interrupt key? Or be modifiable by user?