Ticketing & Agent Productivity

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.

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.

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.

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.

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?

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

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?

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  

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

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?

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?

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.

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?

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.

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

Whenever one of our representatives makes an inward ticket (so his own name as requester) our inner clients can't see these tickets.Our organization name is CONTOSO.Interior clients (so not specialists) can't see these tickets like our clients can for their own organization. (Colleague isn't an answer)We can allocate the pass to a faker inner email so it gets doled out to our inside organization name (best work-a-round up until this point) but the mentioning specialist doesn't gets answers any longer when one more specialists answers to the issue. There are workaround for this likewise, yet what might seem OK is, that if some from @contoso.com makes a ticket, specialist or interior client the same, the ticket gets alloted to the comparing organization CONTOSO.This would likewise fix issues in void organization names in insightful reports.How could this should function/for example how might I get the specialist made tickets (where a specialist asks support) doled out to an organization

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.

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

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.

HiFrustrated here. Every time I try to export all tickets from Jan 1 to  current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks

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.

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

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 

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

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?