Ticketing & Agent Productivity

I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.The first part is easy.For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.Thanks

Hi EveryoneI’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.

Hi,  Can anyone help me on creating a report on the following: SLA for average solution time in minutes. The Report should have the following view, X axe should be monthly view and then Y axe should be total cases, just like the picture below.  

HelloWe’d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company.  I’m told there are fields that are private that the Contacts/Company won’t see, but I don’t see which fields they are while looking at the Company profile, and don’t see any documentation online about this either.Please assist. Thanks!

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out? 

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out? 

Hello, Our user is directsight.freshdesk.comWe have an increased issue which is largely affecting us and our customers in the instance that new tickets/emails are not coming through to our inbox, customers are not receiving our email responses to them (so think they are being ignored!). We could be corresponding with a customer back and forth and then suddenly the trial goes quiet and they haven't received my reply/vice versa. It's becoming increasingly difficult and frustrating from our side as we cannot explain to our customers where these missing emails/tickets go.We have checked the Spam Folder in Freshdesk and there is nothing in there. Does anyone have any advice/guidance? Many thanks! 

Just had an exercise in futility with support. We have a field in our helpdesk called “Start Date” which is the date when a request is to take effect. It’s different from date created and date modified. Previously, we were able to click on Start Date in table view, and the tickets would all get sorted by that field.Today, that stopped working for some reason. Dates are out of order, which is making it difficult for us to see which requests need to be handled given there are multiple pages of requests.Support simply says this is not a feature (despite this working before). I told them this is a bug that needs to be fixed, and they simply repeated that it’s not a feature. Hopefully by posting on here this bug can be fixed, lest we have to start looking for a different help desk package which can handle this and fix bugs.

Hi all!  We have a multiple product/multi configuration offering that we support our customers with via Freshdesk. We utilize the Support Portal and a good amount of our customers open tickets via a Ticket Form within the Support Portal. This experience is great for the customer AND provides us details that we need from the form that are important to our supporting of the customer (Environment, product version, Operating System, etc).  We also allow customer to submit tickets via email. These tickets come through as a simple subject/body message, as you’d expect, and missing all the details we need from the Ticket Form that they would otherwise populate if submitting via the Portal.  Has anyone had any success or ideas around making the “email ticket” creation process better for both the customer and us Freshdesk users? Maybe some way of incorporating and embedded object that has the fields to populate in Freshdesk? I am open to custom building something for this, I am just curious wha

My goal is to track (on a monthly, rolling basis) tickets that were opened within that month that have not yet been closed.  For example, if 500 new tickets were opened in March and on March 31st 400 were not in Closed/Resolved status, this metric would be 20%.  I don’t need the report to calculate the percentage - I can do that manually if necessary. I’ve tried a stacked bar chart and was able to get close, but each month’s numbers seem to include previous months’ new tickets if they are still open. Any help is appreciated.

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated.

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!  

Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks 

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

Hi, My agents key time to each ticket during the day.  They need to review this data at the end of the day. However, there’s a 45 minute delay between time being keyed and the new Analytics being populated by which time they have left for the day. The legacy reports didn’t have this issue. Does anyone have a solution to my issue?  Any integrations?  or ways around this?

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing.  This is not the fault of Seniorleads.  This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

Hi, Why is it that our agents will only show available for tickets or chats? The phone system does not seem to sync with the Dashboard on Freshdesk. Is there a setting I am missing? Or is this a known issue? Best Regards,Alex

Hi there, I really like the option to create a Post Incident Report which is saved with easy access inside the Major Incident ticket. My issue is the PIR fields aren't 100% relevant and I'm manually changing them. I would like to tailor the fields relevant to my organization for each report generated. I’ve searched high and low in the admin center and I'm still at a loss. Any help would be much appreciated! Thanks,Alex

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?

I want to create a widget that shows a bar chart breakdown of assets by manufacturer. The only option I see is Vendor, which is different. Any ideas?

Not sure what we are missing in our tenant but we don’t seem to have the Tag feature in global admin or any of the workspaces that is referenced here: https://support.freshdesk.com/en/support/solutions/articles/196897-what-are-tags-how-can-i-add-merge-tags-I wanted to see if it was perhaps possible to ‘protect’ tags; disallowing requesters/agents to remove specific tags from tickets.

Hello, I want to edit snippet values , but I think it’s not possible? Confirm ?Is there any development planned to do this ?  REASONS => I have several forms and I would like to choose which form to display.  Ideally, I would like to display the correct form based on questions asked before but I didn’t find placeholders to identify each form ..  The objective is to ask the customer questions before offering them the appropriate form.Possible ?  Thx in advance, I hope it was clear