Ticketing & Agent Productivity

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)?

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  

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.

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).

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

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.

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!

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”.  

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.  

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.

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.

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. 

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

Hello all.  We are evaluating FD and it is very nice.  One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company.  Based on our research this does not seem possible since tickets are tied to an email address.  However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons.  For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc.  These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done.  We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer.  They are m

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.

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