Ticketing & Agent Productivity

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

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?

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.

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 

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.

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=

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? 

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.

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

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?

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?

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

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

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!  

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?   

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?

For our communication it is normal that an outgoing mail from Freshdesk to the customer has minimum one cc to our sales engineer and some times several cc receivers from customers site.It happens often that one or more receivers send an auto answer (out from office). It is also possible the my sales engineer gives me internal information asa reply on my email to the customer.In both cases occurs the same problem:all these answers disturb the communication about the origin support issue. the internal communication will be added as a reply in Freshdesk and the customer can see it. - it happend few times.My request is:I can I delete those interfering messages simply by click the trash butten (as it is possible already for notes). I can easily transform or move the internal communication into a note.  (so it will not be included in the mail contents nor visible in the web-login from customer site)And a funny and nice gimmic on top could be that Freshdesk recognizes auto-answers and does no

I am blown away that a company requires upgrading to a pro plan to be able to arrange columns! That is absolute BS! 

Anyone know how to change the label “Agent” to something else? Normally, I wouldn’t care about this, but I work in real estate so our “agents” are actually our users. We’d prefer it be labeled “technician” or similar to avoid confusion.

The “out of office scheduled” banner hovers over the ticket properties Apply button and there is no way to move it. If you want to click Apply, you have to revoke the out of office schedule and then re-apply it. This is terrible user interface design and yet another epic fail for Freshdesk. Please fix this! See the screenshot below, showing how the window looks before and after revoke. 

Hello,It is possible to change this default approval description? 

I am looking for a feature in fresh desk to create a start date and End date . As a business and for our auditing purposes , we need to know when does the agent started his work and ended his work. The work around of changing the agent to occasional agent and making a dummy email is not the best practice .Please consider this requestthanks Murare Bharadwaj

Hi, When forwarding a message the message is not displayed in the main view, but in the thread-view.The answer of the thread is however displayed in the main view, what is quite confusing.Is there a way that, the conversation stays in the thread? 

Is there any way for agents to view the scheduling dashboard for allocated field calls? The agents need to see what the technicians are scheduled for during the day so they can answer customers on when calls are scheduled.

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!