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Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

275 Posts
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275 Posts

erik.oostenbergContributor

asked in Ticketing & Agent Productivity

Ticket agent first name - Not full name

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

yanick.van.de.venApprentice

asked in Ticketing & Agent Productivity

Freshdesk Placeholder based on freshsales

hi all, fairly new to Freshworks!I'm trying to optimize the reply templates for our tickets, as we get the same questions multiple times.but can’t find this question in the documentation. I would like to use information from freshsales to fill in certain data in the template mail.Is this possible? for example:John from company X sends an email. I would like to inform him that the support for his company for our product is done by company Y with telephonenumber 000000000. somthing like:Hi {{name contact}},Thanks for your email. As this is a support question, I kindly request you to contact:{{name support company}}{{telefophone support company}}{{email support company}}With kind regards, Which company does the support for which company is stored in Freshsales. which company John is working for can be stored in the ticket information. hopefully it's a bit clear what i would like to arrange. with kind regards and thanks in advance!

asked in Ticketing & Agent Productivity

How do you schedule your tickets on a calendar?

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”. We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited.

zberryApprentice

asked in Ticketing & Agent Productivity

Customer Emails are not becoming support tickets

Has anyone had an issue with some emails becoming tickets but not all emails? These are for new requests.I can see the emails in the mailbox but they are never picked up by Freshdesk.

asked in Ticketing & Agent Productivity

2 week duration

I want to add a 2 week duration to a ticket. I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

bilel hamadiContributor

asked in Ticketing & Agent Productivity

Change a public note in ticket to private

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

pedrolunardiSkilled Expert

posted in Ticketing & Agent Productivity

Management of predefined responses

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

MrQApprentice

asked in Ticketing & Agent Productivity

Tickets now showing entire thread on replies

Hi everyone, Have noticed the last few days that when a customer replies to a ticket the entire ticket thread is copied in on their reply making the ticket text difficult to navigate and find replies easily.It only seems to have begun this behaviour the last few days and we’ve not made any changes to settings.Anyone else getting this behaviour? It’s quite annoying for sure!ThanksRob

laura_armstrongApprentice

posted in Ticketing & Agent Productivity

Filter lists on Closed Date

As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590

CedricSynergeeApprentice

asked in Ticketing & Agent Productivity

Tickets: delete historiques conversation

Hello, Sorry for my english, i will tried to explain to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this?

yankeestomApprentice

asked in Ticketing & Agent Productivity

Schedule a ticket

We get automated emails from our payroll system to deactivate a user when they leave the company. In most cases, this needs to occur on a future date, as the employee may have given a two week notice. I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”. How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

skip63Apprentice

asked in Ticketing & Agent Productivity

AD Orchestration Update User

Can someone explain if this feature will allow me to update AD fields not directly exposed in thew “update user” custom_attributes: Custom attributes in JSON string format. Eg. '{"skypeid": "demo.id", "isactive":true, "empid":1001}'I would like to update the “comment” field in AD would the syntax be?

mbrandt2009Apprentice

asked in Ticketing & Agent Productivity

Ticket List Snippet

Is there a way to add fields to the ticket_list snippet? It would be great to be able to edit that and all snippets.

villanjohain1122Apprentice

asked in Ticketing & Agent Productivity

Freshdesk release notes

1. Customisable Team Dashboards: (Mint) This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in this self-help article. This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions. Bug fixes: 1. Issue with Contact import: (Mint) On Freshdesk Mint, trying to import contacts with tags failed earlier disposable baby diaper manufacturers. This was due to a change in the name space for the field. This has been fixed now. 2. Multiple survey responses on a ticket: If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey respon

Page Break up for Ticket ViewsApprentice

asked in Ticketing & Agent Productivity

Page Break up for Ticket Views

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30. Is there any option in the settings where we could default the page view to 100. Please let us know if you need any more information.

2cw-supportContributor

asked in Ticketing & Agent Productivity

filter tickets on customized field

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

thisismebb22Top Contributor

asked in Ticketing & Agent Productivity

ticket replies or notes setting

By default it appears that only the requester is added to replies or notes on creation. When "requested for" is identified by a client submission then the "requested for" should also see the reply. Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used. This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

jrowlandTop Contributor

asked in Ticketing & Agent Productivity

Is it normal when submitting a help ticket with FreshDesk about a Freshdesk acount?

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most: I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

MisterDApprentice

asked in Ticketing & Agent Productivity

Custom View: all ticket types EXCEPT...

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

moniqueortizApprentice

asked in Ticketing & Agent Productivity

Turn off Christmas theme

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work

Chris S.Skilled Expert

asked in Ticketing & Agent Productivity

Bad translation of the date in table layout

We discovered that when changing the ticket list to Table view The dates in the column “Created at” are translated in a strange way.Normally you would get “April 6” or “6 April” But in Freshdesk it says “6de Apr.”The ‘de’ part is a little weird.As far as I know, we cannot change this ourselves.Maybe we can get a Feature Request for this?

Salmon2021Apprentice

asked in Ticketing & Agent Productivity

Saved Searche Disappears

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.

eric.dantasApprentice

asked in Ticketing & Agent Productivity

Disable "priority" default field

Hello guys, hope you are doing fine (: I’d like to know if there a way to hide or disable the “Priority” default field? I already tried a custom role, also 3 differents apps from Marketplace:Hide fields app 9822 Disable fields app 25380 Hide/Disable Ticket Fields app 5416 (suggested by this article)But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed… And of course, we have some reasons for this particular use, such as:Block the change of priority in a certain phase of the ticket. Block the field based on some function condition. Block changing the field based on some specific condition of the ticket (such as Type, or dependent fields, etc.)Among other examples, which are even met by the apps I mentioned above in matters of conditions, but it is not possible to perform the "blocking" action. Thanks for now

brownaeSkilled Expert

asked in Ticketing & Agent Productivity

Modify CC Email field

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

FrankByrneApprentice

asked in Ticketing & Agent Productivity

New Types not showing in Tickets

Hi - I’ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including the deleted one. None of the new options appear.Any ideas?

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