Ticketing & Agent Productivity

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature?Thank you!

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

I created a saved search for All Tickets w/in 24hrs, where i started w/ the All tickets w/in 12 hrs that was already part of the system.  In time, for no reason that i can find, the search I created goes “Poof” and just drops off my saved searches list.  Other searches I’ve created and saved remain, no issues.  Just this one, the All Tickets w/in 24Hrs. 

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

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.

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page.https://proginelectricite.freshdesk.com/Can you please help fix it ?Best,Flo

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

Hi I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets?  Any insight would be helpful. Thanks

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.

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of.  Does anyone have any expertise in the area of Spammed tickets?  I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?  

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?   

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available? 

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!  

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