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Using Freshdesk
Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

273 Posts
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273 Posts

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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?

brownaeSkilled Expert

asked in Ticketing & Agent Productivity

Updating single-line custom field in linked tickets

Hi all,I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?

VDV_ADIApprentice

asked in Ticketing & Agent Productivity

Agent Collision Detection not working

Hello community,the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.Thank you very much.

ConnieHApprentice

asked in Ticketing & Agent Productivity

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

jmherringApprentice

posted in Ticketing & Agent Productivity

Quirky FreshDesk company import process

I will export my company list, delete the companies I don’t want to update (leaving the column headings/field names intact), make my updates, then do the import. The process seems to have a hard time figuring out what fields map with what fields (see attached), even though I haven’t changed the field names or even the order of the columns. I change all the Any dropdowns to the correct field name (again it matches perfectly with what it’s called on the left side) so I can import and ensure the right data goes to the right fields. Why is that?

hitesh_newtonschoolApprentice

asked in Ticketing & Agent Productivity

Fetch data after ticket creation

When a new ticket is created through support mail.I want to trigger API to my backend to fetch details and populate my custom fields on FreshDesk.

Steve CSkilled Expert

asked in Ticketing & Agent Productivity

AHT Functionality

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve

AlzeyerApprentice

asked in Ticketing & Agent Productivity

Stuck "1" at helpdesk

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

MP2023Apprentice

asked in Ticketing & Agent Productivity

Can we have the ability for the User/Requestor to view the tasks which we as Agents assign

In freshservice we've noticed that the User/Requestor can't see the tasks which we as Agents assign to that ticket.A ticket could have lets say 10 or more tasks for that one request and from a communication stand point it would be really beneficial to allow the User/Requestor access to see them.

Nighthawk68Apprentice

asked in Ticketing & Agent Productivity

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

tlammApprentice

asked in Ticketing & Agent Productivity

Ticket Field Management for Agents

Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together. Thanks in advance.

ericequisolveApprentice

asked in Ticketing & Agent Productivity

Add seconds to time data provided by API

he API docs indicate that /api/v2/time_entries only returns time in hh:mm format. This results in inaccurate data when added up over hundreds of entries. Please add a field with hh:mm:ss.

NeerajkApprentice

asked in Ticketing & Agent Productivity

Fresh service || customer portal customization || List of tickets in Table

Hello All, is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj

beuzathorApprentice

asked in Ticketing & Agent Productivity

How agent can create/Remove folder for ticker

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

knaglieriApprentice

asked in Ticketing & Agent Productivity

Canned responses - white box around text

We were having trouble with the formatting in our canned responses (font/size changes, random paragraph spacing) that was unfixable in the Freshdesk canned response feature, so I copied our CRs and pasted them into Word to fix them, then repasted back into Freshdesk. All seemed to have worked great, except that now when we hit send on a canned response, our response shows up in a white box. I have manually selected the text in the canned response editor and made sure the background was #FFFFFF, which should be transparent. How can we fix this?

JCMLI1973Skilled Expert

asked in Ticketing & Agent Productivity

Overwhelmed with number of ticket fields for multiple forms

Help! We have requirement for multiple ticket forms - ie 20. Each has bespoke ticket fields in them. Ie one might have a drop down ticket field callled “Certificate Type” and the other might have a drop down field called “Historic Type”. These are bespoke terminology to our business and customers. Do I have to create a ticket field for each one? I have done a few forms now but we have so many ticket fields I am sure I am doing something wrong and there is a better way to do it? Our agents have to also close down all these fields.

asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

How do I sort and filter tickets by Subject in Freshdesk? There doesn’t seem to be an option for either in the user interface.

JCMLI1973Skilled Expert

asked in Ticketing & Agent Productivity

Suggestions for how this ticket field could be created

In this example, the customer inputs into three fields, LM/Use/IRN. They can add as many as they like by adding another line. Can I have any suggestions for how this information could be captured in a ticket form?

TobyContributor

asked in Ticketing & Agent Productivity

Conditional Single Line Field based on Dropdown field (no sections)

I have multiple teams split within an instance via sections. This is so that they can have individual ticket fields by team.Currently, I have a Dropdown within a team section. I would like a solution that allows me to have a Single-line Text Box appear conditionally if the value of the Dropdown is equal to ‘Other’Usually, I would use sections to arrange, however you cannot have sections within sectionsSince I require a Single-Line Text Box, I also cannot use a Conditional Field to resolve this Any ideas on how this can be created? Or an alternative? I have a pro license

KotoApprentice

asked in Ticketing & Agent Productivity

More than three tags on ticket list view?

Hi,we use tags a lot and it would be nice if the Freshdesk tickets list showed more than three tags at a time. Can this be configured somewhere?

JulienMApprentice

asked in Ticketing & Agent Productivity

change default field in forms

Hi,I want to know if it is possible to change the default field when I create a form.the field Requester ask me for mail and name but I want to separate those two informations in two independant fields. But I can’t remove the default Requester field, even if I have others fields in my form.Is it possible ? thanks

SolakugApprentice

asked in Ticketing & Agent Productivity

"All Tickets" list/view only shows tickets opened this year

Hi,I have an issue with the "all tickets” view/list which only shows tickets from this year.Since 1st Jan, all tickets opened before 2023 have completely disappeared from this list unless I specifically add a filter range of dates ( on desktop )The “ All unresolved tickets “ is still doing things correctly though, showing me all unrelsoved tickets even from 2022.My problem though is that I mostly use freshdesk on android and often need to check / refer myself to past, closed, tickets when I interact with the users I offer support to. However the android app has no apparent filtering possibilities other than selecting the default ticket lists.So my “ all tickets” view/list is completely useless, showing me only the tickets opened during 2023, when I would like to actually see “ALL” tickets, open or closed, of my whole helpdesk, of all time, as implied by the list name.Only exceptions from this list in my opinion should be deleted tickets obviously and maybe tickets marked as spam since

marc atkinsonApprentice

asked in Ticketing & Agent Productivity

setting up assets

I am looking to setup some assets and I have found Two areas where I would like more functionalityLike in Change Management and Incident management forms when you design them you can add in some “help” comments so the user knows what the required field is expecting. This does not appear to be there in assets - is this something FS will develop. Second problem is the asset owner - this is a text field - ideally this show be a drop down linked to the AD system so you can only put in an validated user ? again is this something Fresh Works would see adn add to roadmap as a useful enhancement.? RegardsMarc

JulienMApprentice

asked in Ticketing & Agent Productivity

prefill custom fields for tickets

Hi,I’ve created some custom fields for my ticket forms. I want to prefill some of these forms with generic informations but I can’t find how. Is it even possible ?thanks

RaunakApprentice

asked in Ticketing & Agent Productivity

Convert ticket reply to Forum post

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

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