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Ticketing & Agent Productivity

Using Freshdesk

  • 235 Topics
  • 611 Replies

235 Topics

F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Ability to Sort and Filter Tickets by Subject in Freshdesk

Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.

15
varleit
Community Debut
21 days ago
J
Top Contributor
JoshBrTop Contributor
asked in Ticketing & Agent Productivity

New scrolling "feature" in notes and answers causes problems

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

13
hemanth.ramya
Community Manager
2 years ago
RZ_Scotlynn
Apprentice
RZ_ScotlynnApprentice
asked in Ticketing & Agent Productivity

Open attachment in browser (Chrome, Edge) instead of download. (PDF files)

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files?  I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print. 

11
P
Community Debut
3 months ago
A
Apprentice
alnisApprentice
posted in Ticketing & Agent Productivity

Any way to filter tickets to display those which have not been responded to?

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!

11
C
Contributor
6 years ago
M
Apprentice
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.

9
alyssia.correa
Community Manager
1 year ago
A
Skilled Expert
anthonys123
asked in Ticketing & Agent Productivity

How do you schedule your tickets on a calendar?

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited. 

9
arunrajkumar
Community Debut
8 months ago
donia_ats
Contributor
donia_atsContributor
asked in Ticketing & Agent Productivity

Edit value of Snippet / Edit, create Placeholders

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 

8
eeha0120
Skilled Expert
1 month ago
choldgraf
Apprentice
choldgrafApprentice
asked in Ticketing & Agent Productivity

GitHub Integration doesn't exist on the app store

I am trying to integrate our FreshDesk application with GitHub, using the app described here: https://support.freshdesk.com/support/solutions/articles/214680-the-github-app However, when I go to the “Add More Apps” page and search for “GitHub”, the app in that article does not show up. I only see third-party GitHub apps that require separate accounts with their developers, not native FreshDesk apps. How can I find and install the app described in https://support.freshdesk.com/support/solutions/articles/214680-the-github-app ? 

8
M
Skilled Expert
2 years ago
alecordeiro
Apprentice
alecordeiroApprentice
asked in Ticketing & Agent Productivity

Ticket fields - multi product error

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

8
Kajal Vats
Community Debut
13 hours ago
S
Skilled Expert
Sophie MurgatroydSkilled Expert
asked in Ticketing & Agent Productivity

Complaint management

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

8
mamaAJ
Community Debut
1 month ago
MinhPhuc2kkk
Top Contributor
MinhPhuc2kkkTop Contributor
asked in Ticketing & Agent Productivity

I realy need Sort by columns.

 Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

7
karlnharrison
Contributor
1 month ago
C
Contributor
Chris DenmanContributor
asked in Ticketing & Agent Productivity

Preventing customers from editing ticket fields

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

7
bresler
Contributor
3 months ago
Aazir
Top Contributor
AazirTop Contributor
asked in Ticketing & Agent Productivity

Handling tickets involving third parties

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?

7
tmz4210
1 year ago
lcoughey
Skilled Expert
lcougheySkilled Expert
posted in Ticketing & Agent Productivity

Poorly worded description in default "Submit a ticket"

I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

7
ady
Contributor
1 month ago
N
Contributor
nmolletContributor
asked in Ticketing & Agent Productivity

Freshdesk: When will we have a time format setting?

Happy anniversary!It is now 10 years since it has been reported that time format has no setting, and times are still displayed as AM/PM in Freshdesk.Only the date format can be changed.Localization has always been weak and it has not improved since I am a customer.Looking for another solution for my call/support center.https://support.freshdesk.com/support/discussions/topics/746/page/2?url_locale=

7
julia.a
Skilled Expert
1 month ago
G
Skilled Expert
GaborSkilled Expert
asked in Ticketing & Agent Productivity

Ticket summary not visible in mobile app

Hi!Ticket summary is a great feature that we use in our helpdesk.It is perfect to summarize what has happened previously or what needs to be done next. However it is not visible when using the Freshdesk mobile app.Is there a way to make it visible and editable ? Thank you for your thoughts.

7
B
Community Debut
1 year ago
C
Apprentice
CEShtrxApprentice
asked in Ticketing & Agent Productivity

Parent Ticket Auto Close when Child Tickets Resolved

Is there a way to have the Parent Ticket Auto Closet once all Child Tickets are Resolve status?

7
hemanth.ramya
Community Manager
2 years ago
T
Apprentice
tlammApprentice
asked in Ticketing & Agent Productivity

Ticket Field Management for Agents

Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together.  Thanks in advance.

7
JCMLI1973
Skilled Expert
1 year ago
J
Apprentice
jmaguireApprentice
asked in Ticketing & Agent Productivity

Anyone else suffering from performance issues with Freshdesk today?

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

6
J
Apprentice
2 years ago
from2001vr
Apprentice
from2001vrApprentice
asked in Ticketing & Agent Productivity

Error while installing Slack app to a specific Slack workplace.

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

6
Keer
Community Debut
2 years ago
Frankicks
Apprentice
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?

6
Juliana Rozario
Community Manager
1 year ago
M
Apprentice
mymukApprentice
asked in Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

6
thomas432
Community Debut
6 months ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Ticketing & Agent Productivity

Overwhelmed with number of ticket fields for multiple forms

Help! We have requirement for multiple ticket forms - ie 20. Each has bespoke ticket fields in them. Ie one might have a drop down ticket field callled “Certificate Type” and the other might have a drop down field called “Historic Type”. These are bespoke terminology to our business and customers. Do I have to create a ticket field for each one? I have done a few forms now but we have so many ticket fields I am sure I am doing something wrong and there is a better way to do it? Our agents have to also close down all these fields.

6
Jebas
Contributor
1 year ago
chacubos
Apprentice
chacubosApprentice
asked in Ticketing & Agent Productivity

Auto-refresh on tickets tab no longer appearing

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

6
hemanth.ramya
Community Manager
2 years ago
M
Top Contributor
MikesterTop Contributor
asked in Ticketing & Agent Productivity

Agent view of Scheduling dashboard

Is there any way for agents to view the scheduling dashboard for allocated field calls? The agents need to see what the technicians are scheduled for during the day so they can answer customers on when calls are scheduled.

6
M
Top Contributor
7 months ago

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