Ticketing & Agent Productivity

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!  

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanksChris

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?  

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client.  They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

Alguem sabe se é possivel, no freshdesk, criar um relatorio que exiba a média de um valor cadastrado em um campo dos tickets ? Ou se a plataforma tem alguma alternativa pra isso ? 

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?

I am creating an Analytics Report to capture Tickets Open for the Prior Month. Meaning, as of the last day of the month, how many tickets were open.  We want to capture this information for trending purposes.As recommended by FD support, I am using the “Unresolved Tickets” Metric.  The resulting count and CSV include duplicate tickets.  So the counts and csv file are not accurate for the actual tickets that were Open for the prior month.How do I get a reliable list of tickets that were Open as of the last day of the month?

There can only be one creator of the ticket, either bythe system (email, portal etc) or an Agent (eg. Phone).Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).The ‘Assigned Agent’ at the time is the one credited with the creation.We are running analytics to assist in KPI’s / commissions for Agents.It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.BUTWhen the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE. 

How can I filter contact based on the business sector of their compagny ? 

Hi I need these dataSLA adherence(On Time Index), and ageing of unresolved tickets where i will get this and i want to represent in chart

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

Hello,The filters of the report we have been using for a long time via Freshdesk are broken. When we create a new report with filters, we cannot get any data. While we could receive data normally until November 29, 2023, unfortunately we cannot receive data now. Our report is registered on the mathematical analysis page. We have not made any changes recently. Report link: https://yssatis.freshdesk.com/a/analytics/reports/NzU1OTc0/page/1I request your support.

Is it possible to show TicketID in an Analytics page / report? I am sending Analytic reports to our customer en the customer wants to see the ticketid's in their report.How do i create an overview or table containing all the tickets of last month? Thank you.

Freshworks is a dynamic software company offering intuitive and user-friendly customer engagement tools. Their solutions streamline customer support, sales, and marketing processes, making it easier for businesses to deliver exceptional service and enhance customer satisfaction.Fm whatsapp

Anyone know if it’s possible to show on analytics the number of tickets at the start of the week vs now.For instance.On Monday we had 50 tickets open and Today we have 40 I’d like to see on the report that the reduction this week is 10Widget 1 - Count of open tickets on MondayWidget 2 - Count of open tickets nowWidget 3 - Difference between Monday and Now.