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Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

275 Posts
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275 Posts

GaborSkilled Expert

asked in Ticketing & Agent Productivity

Ticket summary not visible in mobile app

Hi!Ticket summary is a great feature that we use in our helpdesk.It is perfect to summarize what has happened previously or what needs to be done next. However it is not visible when using the Freshdesk mobile app.Is there a way to make it visible and editable ? Thank you for your thoughts.

AaronParkerSkilled Expert

posted in Ticketing & Agent Productivity

FreshDesk Arcade (Gamification)

Hello all,I am interested in enabling FreshDesk Arcade as a way to motivate some of our team and introduce gamification to those motivated by a little healthy competition.I like the ideas of quests and points being assigned for actions completed as well as there being an individual champion across a number of areas as well as an overall champion.I’d love to hear some of your ideas on how you’ve used the functionality - do you have any pointers / things to consider?Also do you know of any plans to revamp this? The requirements for setting a quest seem a little limited / Having the levels labelled as Beginner all the way to Guru feels a little limiting I would like to be able possibly rename these in the future.Look forward to hearing your ideas.Thanks.

ValerieHomApprentice

asked in Ticketing & Agent Productivity

Closing a ticket only sometimes automatically opens the next one

This is not consistent so I’m not sure how I am able to provide example. However, we notice only sometimes when we close a ticket, the next case in the queue is then opened for us. It wouldn’t be too much of an issue if the case was a new one assigned to the individual, but each time, it’s an older case assigned to another teammember.

emilgotting2Apprentice

asked in Ticketing & Agent Productivity

Updating ticket subjet on reply

We have a customer which we frequenlty communicates with that runs another ticket system that appends a ticket number in the subject line (ie. [id:12345]. When we create a ticket and send an email to their ticket system we will get the reply from them but whenever we respond again, their ticket system fails to pickup on the thread since freshdesk didn’t update the subject row on the reply (like outlook would have). How can we get around this? I’ve looked in the API but it seems like we can’t get the subject of an incoming reply to a ticket. is that data not stored? Emil

The CenterContributor

posted in Ticketing & Agent Productivity

Spam Indicator needs to be optional

Recently, for some unknown reason. The spam folder now indicates there’s new spam. This completely defeats the purpose of the Spam folder. Why is this not an optional feature? When I reported this issue they said to come here and post it as an idea? Makes no sense to me… SPAM is literally SPAM. Why should we be forced to delete the spam daily when it was working as intended before this change? I shouldn’t see a new indication of spam and think its a real ticket to work on. Infuriating new update.

AazirTop Contributor

asked in Ticketing & Agent Productivity

Handling tickets involving third parties

At the moment I have been having a very hard time to find tickets that involve a 3rd party. Mainly because freshdesk works 1-1. Meaning if I escalate a issue to a 3rd party which is in relation to a customer the ticket cannot be seen unless I go into that specific requester and find it or unless the ticket subject has the relevant company name. This is especially the case when you want to know the situation of a customer account. The natural thing to do will be to go into the company and see the timeline. however for cases where a 3rd party is involved, those tickets will be completely lost and anyone looking to see the situation (eg. customer success) will be oblivious.What is the most effective way to handle this?

MattImmerseApprentice

asked in Ticketing & Agent Productivity

How to Change From Name for Tickets

For some reason an old name is appearing on our support emails. How do we update this to the correct one?

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

[RECORDING] Agent Roundtable III: Being a good team member in IT and Customer Support

This is the last of the 3-part Agent Roundtable series for 2022, and we are excited to be ending with a bang! Calling all agents who are good team members in this remote work world and who help to foster a better team environment of positivity, support, and knowledge-sharing. Here’s the recording Join us to Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community

KannanSimplrApprentice

asked in Ticketing & Agent Productivity

Remove/Restrict 'Delete' option to agent.

Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

zhddApprentice

asked in Ticketing & Agent Productivity

Filtering new ticket in Freshdesk

Right now we can know how many open tickets inside Freshdesk, but from the total open tickets, how can we know / filter “total of open because of new ticket” and “total of open because of reopen”? Please advise.

evlo96Skilled Expert

asked in Ticketing & Agent Productivity

Possible to delete only your own note?

Is it possible to make it so that an agent can delete only their own note (public or private)?

BretMCApprentice

asked in Ticketing & Agent Productivity

iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there? Thanks in advance!

M1BabarApprentice

asked in Ticketing & Agent Productivity

Is there a ticket template library available?

I am looking for ticket templates that can be used for reference purposes. If there is one, please let me know where I can find.

Rom5000Apprentice

asked in Ticketing & Agent Productivity

Is possible to modify a field in ticket list ?

Hello everyone, I’have a little question about the tickets list. Members of my team want to make quick modification in ticket list with a costum field. Here is an exemple in attachament Little exemple to understand what i want Costumer create a ticket for a request. This ticket appears in the ticketlist We want to apply one of the option of this custom field (drop down menu with 8 options) directly in the ticket list. Can you tell my if is it possible or if any application can do this job ? Once again, apologise for my bad english, i really do my best ! Romain

gszelesApprentice

asked in Ticketing & Agent Productivity

Is there any way to find who changed the group of the ticket?

I changed the group of a ticket. After a while (10-15 minutes usually) I’ve got a message that the group of the ticket is changed back to its previous group. Can I find somehow who changed the group of the ticket back?Thanks,Gabor.

JulianeBSkilled Expert

asked in Ticketing & Agent Productivity

Bug : list ordered by deadline

I have a problem when trying to order a list of tickets by deadline. Here it is :I use any view, ordered by creation date, last update, status or priority and everything is fine. I want to change only the sorting option to use « Échéance à respecter » (I guess it would be deadline in english) so that the late ones are displayed on top. I then have a view displaying « Pas de ticket ici » (no ticket here) and I can’t change the sorting option anymore and can only delete the list and create it anew. Does anyone know why I have thie behaviour ? What can I do ? It would really help my agents to manage their priorities if I could use this sorting option (and I am afraid one of them would try and block a common view).

eve062692Apprentice

asked in Ticketing & Agent Productivity

Real Pending time

Hello, we’ve been trying to use the AHT stopwatch to find out the real pending time for every ticket.However, we figured out that the stopwatch only counts the time when the ticket is on an active tab (being opened by an agent).What we need is to know the total pending time regardless the ticket is on active tab or if we close the tab.Please help. Thank you

DanNSSApprentice

asked in Ticketing & Agent Productivity

Out of Office expiring doesn't turn on agent availability

Hi, We have been using the built in Freshdesk out of office functionality for the best part of 18 months. We’ve had the following issue since the very start. The Out of Office setting allows you to choose a start date and end date for the OOO period. However when the period ends, the agent availability should be automatically turned back on. This does not work, so an administrator or supervisor is having to remember to manually slide the agents availability back on when they come back into work.Surely this is not correct? When I raised this about a year ago I was informed it was a known bug with no ETA for a fix. Please can we have an update on this. It’s essential functionality for a helpdesk and makes the Out of office functionality useless.

simon.bjurlingApprentice

asked in Ticketing & Agent Productivity

Backspace removing extra space

I notice that other similar topics exist since earlier. However, this issue started for us just now after the recent big update just the other day.When removing the only remaining letter of a word using backspace, Freshdesk also removes the preceding backspace, moving me to the end of the previous word instead. Is this a reintroduced bug?This seems to only happen while replying to a ticket, not while creating one. Would appreciate any help!

kaaremaiApprentice

asked in Ticketing & Agent Productivity

Missing reply option in IOS app?

Hi, How do i reply to a ticket in the mobile IOS app? If I open a ticket I can only add a note or forward in the bottom toolbar. There are no options anywhere to reply to the ticket. “Tilføj note” means “Add note” and “Videresend” means “Forward”.

JKB57Top Contributor

asked in Ticketing & Agent Productivity

To many keyboard presses needed to enter times like 5 minutes when logging time

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that.

JKB57Top Contributor

asked in Ticketing & Agent Productivity

How to edit ticket summary field if another agent originally entered it?

How do I edit the Freshdesk ticket Summary field if another agent originally entered it? One of my colleagues is away this week, so I took over his ticket and set myself as the Agent. However, when I went to update the Summary that my colleague had originally entered, the Edit button was invisible. That makes no sense. I’m now the agent on the ticket. I should be allowed to edit the Summary. Please tell me how to do it, or please fix it if this is a bug. This is a very common use case.

JKB57Top Contributor

asked in Ticketing & Agent Productivity

Freshdesk Out of office error: Start time should be at least 15 minutes from current time

When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why the heck do you have this 15 minute buffer? It makes utterly no sense.

JKB57Top Contributor

asked in Ticketing & Agent Productivity

Where is the format painter button in Freshdesk?

Does the Freshdesk “email” editor have a format painter button like Outlook’s excellent email editor? I couldn’t find such a button in Freshdesk. See screenshot below. We need this functionality. It is a time saver.

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable! ✅ If you missed it or want to watch it again, get to it! ✅ Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

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