Ticketing & Agent Productivity

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.

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.

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? 

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

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?

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

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

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 

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

I have created a custom company field with the wrong data type and therefore want to delete it.If I go to Admin->Customer Fields->Companies, on the field level there is a delete button and after pressing the button the field vanishes from the view.However, if I go to Companies, select a company and then edit it using the Edit Company button, I still see the field.How can I permanently delete a custom field on the company level?

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.

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.

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.  

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

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.

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?

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

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

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  

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

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.

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

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!

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.

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