Ticketing & Agent Productivity

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past.  #Here are two examples   

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

Hi,Recently, I started a trial with Freshdesk CSS and have received numerous tickets with attachments over the past two days. Most attachments in image format can be previewed directly within the ticket page. However, I need the ability to preview PDF files and consolidate all attachments. Are there any free or paid apps available in the marketplace that offer these features?Could you suggest some options?🙂

Hey, Does anyone know how to make a report on Assets Warranty to capture all assets warranty expired to date? FreshService forces you to add a ‘Date Range Dimension’ which means you can only show the assets out of warranty within that date range (which is so stupid)… I would like to capture all active assets with warranty expired to date. Regards,Mark

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent).  The team who picks up that ticket will then reach out to the customer via email requesting documentation.  The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk?  I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

In Freshdesk Analytics i want in the chart configuration sort by ticketID.What are buckets and how do i use them?Thank you for your anwser. 

Is there a limit in how many data exports you can schedule for the same module?I’m referring to the data exports under Analytics > Settings > Data exportI have already scheduled 5 ticket data exports there but if I wanna add another one it doesn’t let me select the module “Tickets”, it’s just not an option in this dropdown menu anymore: 

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

Hi, I’m trying to create a report to show tickets created across our business hours, but it does not allow me to specify business hours or remove the hours that are not applicable, so instead of the report showing 7am - 5pm, it shows every hour of the day, despite no activity. Is there a way around this, as it doesn’t seem logical for this not to be possible? 

I’m trying to add a widget to a dashboard/analytics showing the least number of tickets created in a specific period by company.  This is to identify customers that have gone “dark” which may be an indication of dissatisfaction.

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

We’ve just created a team dashboard and noticed that when we create a barchart showing tickets assigned to agent, its only showing 5 agents. However some of our teams have more than 5 people so they are not showing in the barchart. Please tell me this is something that can be formatted/changed and not the default behaviour?

After adding an internal note and bulk closing a bunch of very old tickets owned by another agent I noticed my avg first response time increased from 1 hour to 5 months. I was not the owner of any of these tickets so not sure why that would impact that metric for me. Any ideas?

We have an Open Tickets by Department report and it includes a Tabular Chart with 9 columns for each record. When we have more than 30 records (tickets), the scheduled report is only sending the one page and not multiple pages when there are more than 30 records (tickets). How do we fix this?

Hi, can I set a limit numer of tickets submitted by a specific customer?

Could you please provide way to automate the reports directly in a BI tool or Google Sheets? If we can fetch recent data on daily/weekly basis to create a detailed report in BI Tool (Such as google dat studio, power bi etc) through API end point of some other way ? If there's a Freshdesk-recommended marketplace app that meets our requirements for data integrity and security, please let us know.

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

What are Freshdesk's analytical capabilities-- analyzing ticket content and anomaly detection?  I’m interested in understanding if the platform offers this functionality? Is it only for certain tiered subscriptions? Are there any potential plug-ins? 

Hi there,I am trying to create a report that filters all tickets from the previous month for a specific customer. I have figured out to filter my last month, that’s not the issue. I would like to include a list of all tickets that have been created but cannot figure out how to show this list. The closest I have been able to find it is by choosing the “Total Tickets grouped by priority” and then clicking the “Underlying data” which shows me the list of tickets that this widget is being created from.How can I include this data in my report so I can send it to my customer at the end of the month? 

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? Anyone experienced something similar? Thanks

We have received multiple errors when sending emails/ticket replies to one of  major customers. It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”This is kind of useless for debugging.I’ve read through all threads but with no clear resolution.Is the error typically on the recipient side?  

I trust this message finds you all in good spirits. I'm currently working with Freshdesk and am seeking guidance on setting up automations related to ticket status transitions. Has anyone successfully configured a similar automation in Freshdesk for ticket status transitions? What specific steps did you take to set up this automation, and are there any best practices I should be aware of? Are there any known challenges or limitations when it comes to automating ticket status transitions in Freshdesk?Your expertise and insights would be incredibly helpful as I work through this automation task. Thank you in advance for your time and assistance!Best regards, BBR game

Has anyone noticed a discrepancy between the data shown on Survey widgets to the responses you’ve had?For instance, my widget says we’ve had 6 responses this month​​​​​But, when I drill down into the responses, we’ve had 7 this month.  I’ve tried different date dimensions on the widget, but Never seems to align.

I’m hoping to create a one pager report for our account managers to show ticket & survey scores, but I’ve noticed that if I have ticket and Survey stats on the same page I can’t add any useful Interactive filters (just a date range) If I take the Survey  widget away, I can now use lots of useful filters. Has anyone else seen this/found a solution for it?I know I can separate the survey widget onto a different page, but would be better if I can everything on one page.