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Using Freshdesk
Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

274 Posts
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274 Posts

Bruno GuirraApprentice

asked in Ticketing & Agent Productivity

Split ticket vs regular ticket

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

BernburgerinTop Contributor

asked in Ticketing & Agent Productivity

Freshdesk: “search term” works, but AND and OR don't work

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

asked in Ticketing & Agent Productivity

Time Log Summary

As shown in the screenshot below, I am using the Log Time window in Freshdesk to log the time I spend working on a support case. I make several log entries per day to many different cases. How do I see a summary of the total time I logged for a given day? To stay in compliance with my employment contract, I need to make sure that I am logging a certain number of hours per day (for example, 8 hours). I have heard that you may have a report that administrators can see but I am not an administrator. I am just a lowly support analyst. I should be able to see how many hours I logged in a day. How do I do that in Freshdesk? This is basic functionality that many other support case systems have. I am a new Freshdesk user, but I am not impressed so far.

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

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goselitoApprentice

asked in Ticketing & Agent Productivity

Agent Reply Template not updating

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below)

AbdirahmanApprentice

asked in Ticketing & Agent Productivity

Enforce 2FA on All Agents

Hello Everyone, We wanted to enforce all our agents to use 2FA for every login session. Since we are dealing with a very sensitive data, we do not want our agents opting out or disabling 2FA. As can be seen in the below screenshot, agents can "disable” 2FA for the next 30 days. Once they do that, They cannot Undo that. Admins will never know that agent "disabled 2FA for the next 30 days”. There is also no way for Admins to Undo or even restrict that (They have to Disable 2FA and Enable it again on more time). This is really important for us, and as I am sure many other users of Freshworks products. Any solution to that? What can we do?

asked in Ticketing & Agent Productivity

Ordered Lists Bug in Freshdesk Editor

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far.

SwarupApprentice

asked in Ticketing & Agent Productivity

Document Attachment

Hi,We are missing these features in attachment document option in tickets Copy and paste/Drag and drop attached documents from one ticket to otherCopy and Paste/Drag and drop saved documents from downloaded folder to a ticketAttach documents section in bottom line, every time agents need to go all the way down to access the documents. If we can move the attachment section to top of the ticket then this will be convenient for agents

jeverhartApprentice

asked in Ticketing & Agent Productivity

Email notification when KB Articles are expiring

Is it possible to setup an email notification when KB Articles are going to expire in X number of days. I know that the author will get an email. However, if the author has left the company we would like to know that their article is going to expire. So if we could send a notification to an email address so that the author AND this email address would get an email when a KB article is going to expire that would be helpful.

TSarkarApprentice

asked in Ticketing & Agent Productivity

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Alecia.BApprentice

asked in Ticketing & Agent Productivity

Extra space lines after copy + paste

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this?

BonesawContributor

asked in Ticketing & Agent Productivity

Response time from Freshdesk support.

I submitted a ticket 8 days ago and haven’t heard anything since, even after I responded again to the ticket. Is this a normal response time from support?

NerdigApprentice

asked in Ticketing & Agent Productivity

Tickets wont pop up again after getting status "Solved"

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

JohnEXOApprentice

asked in Ticketing & Agent Productivity

"Send and set as" defautl Send button

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time…

rgandiaApprentice

asked in Ticketing & Agent Productivity

Split ticket remove last response from original ticket

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

ervinjasonApprentice

asked in Ticketing & Agent Productivity

Insert a description or instructions in Canned Responses

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response

Michel BattyApprentice

asked in Ticketing & Agent Productivity

Dashboard Issue

We are using the Sprout version of FD, upgrading later this year. The Dashboard shows 1 open ticket and 1 unassigned ticket. When I click on either one I am taken to a page that says “No tickets here.” Where are the missing open and unassigned tickets. We want to close them out.

StephenatkApprentice

posted in Ticketing & Agent Productivity

We recently implemented the default out of office feature in FD, we have hit a few hurdles and I wanted to check if the community have similar issues or suggestions:It appears as though only an administrator can perform an out of office for another agent and this is done by impersonating them. Not ideal I can’t seem to find any dashboard or report that provides a list of agents currently OOO. We have to manually assign people or a group that must receive the notification when a customer replies to an agent that is OOO. We would prefer a method to assign this to a specific role e.g. team lead, you can obviously do this manually but people change roles and then you have to remember to add them or change them.

PaulaTop Contributor

asked in Ticketing & Agent Productivity

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

jmoarApprentice

asked in Ticketing & Agent Productivity

Reporting on a dependent field inside a Ticket Type section

I’m wondering whether it is possible to report on a dependent field, inside a ticket type section.So at the moment, we have the default ticket field ‘Type’ with an ‘IT Support’ option. Selecting ‘IT Support’ displays the ‘System’ section, which contains a dependent field for all of our different systems, and then sub-categories of those systems, etc.Is it possible to create a widget which would display ticket volume for each of those systems, and then let us drill down into the subcategories etc.? Has anyone had any luck with this?

Crocus_BenfordTop Contributor

asked in Ticketing & Agent Productivity

what is the Omniroute refresh rate?

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

derymhApprentice

asked in Ticketing & Agent Productivity

How to do ticket escalation L1 to L3 and L2 to L3 on Freshdesk

Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue? Regards & Thanks Dery

caygriSkilled Expert

asked in Ticketing & Agent Productivity

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay.

FrankicksApprentice

asked in Ticketing & Agent Productivity

Not receiving replies to tickets after responding to the question

Hi, My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation: Customer sends email through helpdesk@abc.com I reply to the email (now ticket) on my agent account on Freshdesk Customer receives my reply and replies to the email again I never receive the reply of the customer in the ticketHow can I resolve this?

tlentineApprentice

asked in Ticketing & Agent Productivity

Placeholder for Contact Name

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

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