Ticketing & Agent Productivity

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

How can I display or measure the total number of tickets escalated during a chosen period? I don't want to see the current number of tickets with status "Escalated", but how many tickets received the status "Escalated" at least once during the chosen period.

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Quest

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

So I’ve yet to see a good answer for this. Let’s say I create a dependent field inside one of my tickets. I have level 1, 2 and 3. And let’s say for the sake of the argument that’s the common name I give those fields, what shows up in Analytics. So, I dump my tickets. I think I can group by the first two and get a result like from a pivot table. But the support desk says that’s not how the group by works and I can confirm that because the results I get are utterly crazy and does not represent what’s in the data. The workaround I was given was to make a new widget for each option in level 1. So if there’s options 1 to 3, I need widgets labeled option 1, 2 and 3. I can then pull tickets in there and have them group by level 2. How to report on level 3? Don’t bother. You would have to go even further down the rabbit hole with more widgets to make that happen. This really seems like a terrible answer and that there should be a better solution for reporting on dependent fields. But every ti

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}} ??

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

Hello All! We’ve just launched a brand-new course on Freshworks University and it’s all about turning your support data into actionable insights.With the Freshdesk Analytics course, you'll learn how to:✅ Confidently navigate the Analytics module✅ Decode key metrics and attributes that impact performance✅ Use curated reports to track trends and measure success✅ Automate report sharing with quick scheduling and exportsIf you’re in a support, admin, or ops role, this course is designed to help you make faster, smarter decisions using clear, actionable insights.Feel free to reach out to me with feedback on any of our courses or if you’d like to co-create content together!For questions about the new Analytics course, reach out to ​@Navin Denzil Head over to Freshworks University and give it a go! Freshdesk Analytics: From Insights to Success    

Hey Community,I am try to use analytics in order to build a dashboard that would show me the number of unresolved tickets by the hour of the day (as it would help me to track the workload during the day).Also, I wish to be able to see this dashboard for each date that I would like to put as a filter on my dashboard (today, yesterday, 2 days ago etc.)Does anyone has an idea how to make such kind of dashboard?Thanks!

Hi All,New user here.  I am setting up our dashboard and I’d like to be able to display Urgent and High Priority ticket numbers, but when I set this widget up, it showed me a count of 5.  I knew we didn’t have any open tickets that were urgent or high priority, but realised it was showing all of them, which included the 5 closed ones.I can’t seem to find a way to filter the widget to only show those tickets that are not closed or resolved.Any help is much appreciated.

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀  

Configuring Email Notification templates is quite a tedious and time-taking process right now. This process could be made easier by adopting an Atomic design principle to save HTML signatures, buttons, greetings, and salutations as components so they can easily be selected and only the body text can be changed throughout different templates.I made the effort of copy pasting each HTML template throughout the different Email Notification categories, but the company logo URL in the signature has changed and in order to change that, I'd have to go to each template separately and change that.I hope you consider this request for a better User Experience.

Hi everyone!Hi everyone, I’m quite new to Analytics and still learning what it can and can’t do.I hope I’m using the right terminology here. 🙂I’ve created a widget that shows the total number of unresolved tickets currently assigned to my team.What I’d like to do now is refine it to only display tickets that are older than a certain number of days—say, 30 days as an example. Is this possible?Apologies if this has been asked before—I haven’t come across anything more recent than a year old in the forum.Thanks,Mike 

We’ve got a group that we want to stop using.Is there any best practice guidance on how to prevent the group from being used?I want the tickets to still show what group the ticket was in when it was worked.

I only see things that log assignments, and not unassignments 

Hello, I'm struggling to accurately track our response time due to automations that distort the figures.For example, when a ticket gets an automatic reply, it's marked as "resolved" and then auto-closes after 48 hours. But if the customer replies to that automated message 4 days later, and our support agent responds within 10 minutes, the reported response time includes the delay between the customer’s initial message and our first human reply – even though the customer did get a quick (automated) response initially.Has anyone found a way to measure only the time it takes for a human agent to respond to the most recent customer message?Creating a child ticket after the second customer message triggers another automated response, which we don’t want. Thanks for your help!

We have Agents assigned the ticket as primary ticket holder. We then add a collaborator to the ticket via the internal groups field and select the individual. Is there a way to report on the collaborators work?We have some instances where the collaborators part is complete but the ticket needs to remain open for the Agent to finalize things. This causes discrepancies between the collaborators work and reporting.Example: Report on “closed” for the Internal Group/Collaborator and have a separate report for closed for Agent.

I’ve created a report in Freshdesk to show customers with the most unresolved tickets.  It works, but I get too many results to be readable.  Is there a way to limit the amount of results, something “list only top 10”?

We have a team in Philippines and some of them have been experiencing Freshdesk stops loading for quite some time. 2 agents who experience this issue often are located in Davao Region, Mindanao. Our head office is located in Australia and our call centre is in overseas, but the rest of us barely never have this issue. Is there a known issue in the country or region? This has been disturbing our operation and I need a solution asap. Thank you! 

Currently I found only three widgets to add to my custom dashboard. Are I am missing something or is this all?  What about:- Custom Objects?- Recent Tickets?- Available Agents?This is very sparse and does not add any value

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

Hey everyone,I just got my first microcontroller and I’m excited to start learning! I have some basic coding experience but have never worked with Arduino Uno before. I’d love some advice on a good beginner project to get familiar with the board and its capabilities. What are some fun and easy projects to start with? Also, any tips on essential components I should buy (LEDs, sensors, etc.)?Would appreciate any guidance or links to beginner-friendly tutorials.Looking forward to your suggestions.

Hi, I have a customer in freshdesk who has two different projects. I wonder if I can have two different projects, alternative companies, on the same cuntomer with same email-address? If this doesn't work, what tips do you have for separating the cases under the company?

Freshdesk is THE ONLY website doing this in this browser.I am required to utilise the notes section and email replies whilst working.Every time I open the text box using this browser, the text cursor consistently resets itself to the top left of the field.THIS IS COMPLETELY UNUSABLE AND THE ONLY FIX IS TO REINSTALL THE GODDAMN BROWSER.No, I WILL NOT use a different browser, before anyone makes this benign suggestion.Anyone else have this issue and hopefully a more permanent solution?