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Ticketing & Agent Productivity

Using Freshdesk

  • 281 Posts
  • 847 Replies
281 Posts
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.

50
M
Contributor
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? 

572
rajagopal.baladhandayutham
Community Manager
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.

362
Sujitha Dhanaseelan
Community Manager
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!  

895
eeha0120
Skilled Expert
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) 

172
T
Apprentice
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

441
Sujitha Dhanaseelan
Community Manager
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

2582
A
Apprentice
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?

1738
mamaAJ
Community Debut
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.

1162
Yooji
Top Contributor
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 

858
eeha0120
Skilled Expert
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.

773
eeha0120
Skilled Expert
N
Contributor
nmolletContributor
asked in Ticketing & Agent Productivity
Freshdesk: When will we have a time format setting?

Happy anniversary!It is now 10 years since it has been reported that time format has no setting, and times are still displayed as AM/PM in Freshdesk.Only the date format can be changed.Localization has always been weak and it has not improved since I am a customer.Looking for another solution for my call/support center.https://support.freshdesk.com/support/discussions/topics/746/page/2?url_locale=

9487
julia.a
Skilled Expert
J
Apprentice
Jen.AylingApprentice
asked in Ticketing & Agent Productivity
Agents able to remove themselves from auto ticket assignment

Is there a way to prevent agents from removing themselves from auto ticket assignment? We are having issues with this which is causing uneven ticket distribution to our groups.If its not possible is there a way to bypass their do not auto assign status in another way?Does anyone else have this issue? 

3603
newuyr
Community Debut
R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity
Stopping Agents from Resolving system Closed tickets

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

782
R
Skilled Expert
R
Apprentice
ritatorokApprentice
asked in Ticketing & Agent Productivity
Updating a field in ticket list

Hi  I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

1071
Sujitha Dhanaseelan
Community Manager
S
Contributor
Scott.meContributor
asked in Ticketing & Agent Productivity
Exclude autoclosed tickets from SLA

We have a good amount of tickets that are auto closed by automation rules.  Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?

481
Kajal Vats
Community Debut
Riaan Jordaan
Apprentice
Riaan JordaanApprentice
asked in Ticketing & Agent Productivity
New ticket when replying on existing ticket.

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

665
Yusuf Ahmed
Community Manager
RobCrossAareon
Contributor
RobCrossAareonContributor
asked in Ticketing & Agent Productivity
Internal Tickets

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

3085
Soverton
Contributor
A
Apprentice
amitlaApprentice
asked in Ticketing & Agent Productivity
Trigger REST API on new contact creation

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

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A
Apprentice
B
Skilled Expert
brownaeSkilled Expert
asked in Ticketing & Agent Productivity
Add Static Text to New Ticket

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form.  Thank you!Anna

1795
bresler
Contributor
S
Skilled Expert
SteveF1258Skilled Expert
asked in Ticketing & Agent Productivity
Adding Tasks to Scheduled Tickets

Hi All,Looking at past request for this, there has been no response from the Freshservice exerts.Surely there must be away of adding Tasks to a scheduled Ticket??? Most scheduled tickets are for certain checks etc, so it makes sense that there are tasks enabled within the ticket.Thank you in advance,Steve

440
S
Skilled Expert
C
Apprentice
CNelson954Apprentice
asked in Ticketing & Agent Productivity
Tickets coming in that do not have our support email in the "To" section

Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. Thanks!  

291
Juliana Rozario
Community Debut
A
Skilled Expert
aldoSkilled Expert
asked in Ticketing & Agent Productivity
Using Slack on CS Suite / Integration Slack and CS Suite

Hi Guys,Can anyone tell me how to use the integration of Customer Service Suite (CSS) with Slack?I have done the integration, but I can’t find the widget of the Slack that has connected on the Conversation Menu.I have attached some capture for the detail.Please could you guys help?   

261
Gautham Lakdive
Community Debut
dfbdbcv
Apprentice
dfbdbcvApprentice
asked in Ticketing & Agent Productivity
teeth anatomy numbers

At a brief knowledge about <a href="https://toothchartinfo.com/">teeth anatomy numbers</a>.

70
dfbdbcv
Apprentice
amitd
Apprentice
amitdApprentice
asked in Ticketing & Agent Productivity
FreshDesk SSO Logout

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality.  Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

6544
K
Community Debut

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