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Using Freshdesk

CX and Customer Support

4824 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in AI & Bots
Say hello to Saurabh Deshpande, our Community Expert in AI Implementations!

Hello Folks!I’m super thrilled to introduce @saurabh.deshpande, Senior Manager at Freshworks, leading AI Implementations!Saurabh has a wealth of experience in implementing AI-driven solutions and has been at the forefront of initiatives like the AI Jumpstart program at Freshworks.Here’s a little more about Saurabh in his own words: he’s definitely an adventurous person but also enjoys spending time nurturing his home garden! We’re loving this mix of energy and calm, @saurabh.deshpande!I’m Saurabh Deshpande, Senior Manager at Freshworks, leading AI implementations within our Technical Shared Services team. With years of experience in building and deploying AI-powered chatbots, I help businesses leverage automation to enhance customer support and agent productivity.Before Freshworks, I was the Director of Professional Services at Jio Haptik, where I led over 100 chatbot implementations across industries. Having worked extensively in this space, I’ve seen firsthand what makes a chatbot su

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Kamakshi V
Community Manager
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Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks
Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

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Tintin
Skilled Expert
Navin Denzil
Community Manager
Navin DenzilCommunity Manager
published in Apps and Marketplace Integrations
Freshdesk Latte & Link

Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Freshdesk Latte & Link—an informal, three-day, text-based conversation, live from November 12 - 14, 2024!  It is focused on helping you make the most of Integrations in Freshdesk. This is an opportunity to discuss and learn more about using the different apps you can integrate Freshdesk with to improve your customer experience strategy. We’d love to hear from you, so please send us your queries, and our experts will respond within three days. Topics include navigating the Marketplace, Integration best practices, suggestions/feedback on existing integrations, and new apps you’d like to see in the Marketplace.Whether you're new to Integrations or looking to dive deeper, get the answers you need at your convenience.Here are some of the most commonly installed apps we have recently launched, for which you can raise queries:CRM - Salesforce, Hubspot, and Pipedrive (Connector Apps). These ap

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Navin Denzil
Community Manager
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in API and Webhooks
Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’.  A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

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Umar Akbar
Contributor
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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.

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daisy812932
Community Debut
willowconner38
Apprentice
willowconner38Apprentice
asked in How do I....?
Is it possible to decompile an APK, change the code, then recompile it?

You can easily do that using android multitool. It allows you to decompile, sign and recompile apk. If you want to see source code, then you should use dex-to-jar converter and convert your app to jar file.APK Sync

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Community Debut
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Apprentice
vrc.WilliamApprentice
posted in Analytics, Reports & Dashboards
No Way to Correct Customer's Accidental Negative Surveys

Hey All, I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information. One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results. This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake. I’m wondering if anyone has fou

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V
Apprentice
trevhowes
Community Debut
trevhowesCommunity Debut
asked in Knowledge Base
Use of HTML in articles - examples to share?

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk.Can you help by sharing any others or point me to where some might be?Many thanks in advance.Trevor.. <div class="single-article-content article-body">        <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre>  <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:support@freshdesk.com">support@freshdesk.com</a> to get it enabled for your account.</pre><p>

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Community Debut
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Contributor
HenrikSContributor
asked in Analytics, Reports & Dashboards
Business hours impact on average resolution time

If our company has support groups in different time zones with different defined business hours and I run a report for average ticket resolution time in business hours, how is the calculation done with respect to these groups? If they work on the same tickets will it be based on the group affiliation of the person resolving/ closing the ticket, or?

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Contributor
Bonesaw
Contributor
BonesawContributor
asked in Automations and Workflows
Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

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saad50003
Community Debut
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Apprentice
Dave KershawApprentice
asked in Ticketing & Agent Productivity
Self Service Portal Templates

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

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matamjerry
Community Debut
mcperr3
Apprentice
mcperr3Apprentice
asked in Contacts & Companies
Adding fields/columns to contacts view

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

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Community Debut
carol
Apprentice
carolApprentice
asked in How do I....?
Online forms to create a ticket

Hi Community,I’m trying to automate the creation of the tickets.I built a Microsoft Forms and I want to use Power Automate to send to my support@mycompanyname.freshdesk.com an email and after that, it should create automatically the ticket but I’m not being able to find where I can do that.Also, in general, do you know if Freshdesk has already an online form that I can share via URL and my employees can use it to create the ticket? Thank you very much

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noorudeen
Community Debut
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Contributor
HenrikSContributor
asked in Analytics, Reports & Dashboards
Resolution time

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results:Resolution time in calendar hoursResolved tickets lifetime in Calendar hoursWhat exactly is the difference? 

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H
Contributor
andersreve
Contributor
andersreveContributor
asked in Contacts & Companies
Business hours should be Company dependent, not Agent group dependent

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

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andersreve
Contributor
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Apprentice
aadansmithApprentice
asked in How do I....?
Can I use Freshworks CRM For CodeX Executor?

Combining powerful software tools can significantly enhance business operations. Freshworks CRM, known for its customer relationship management capabilities, and CodeX Executor, a versatile execution platform, are two such tools that, when integrated, offer robust solutions for various business needs. This article explores whether Freshworks CRM can be used for CodeX Executor, detailing the integration process, benefits, challenges, and real-life case studies.Understanding Freshworks CRMFreshworks CRM is a comprehensive customer relationship management solution designed to help businesses manage interactions with current and potential customers. Key features include:Contact Management: Easily organize and manage customer information. Sales Management: Streamline sales processes with automation and pipeline management. Marketing Automation: Enhance marketing campaigns with targeted email marketing and lead scoring. Customer Support: Provide excellent customer service with integrated sup

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csdc
Community Debut
simonjh88
Top Contributor
simonjh88Top Contributor
asked in Ticketing & Agent Productivity
When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

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Olivia Mae
Community Debut
Breezy Themes
Breezy ThemesFreshworks Partner
posted in FreshThemes Gallery
Frio Green theme for Freshdesk support center

Frio theme for Freshdesk has a clean, standard support center look without additional design elements. Thus it's super easy to customize. It's possible to create a unique customer portal without having to remove and rebuild unnecessary design peculiarities. This Freshdesk theme saves you time and money. Professional-looking designFrio Green features a prominent header and a large image as a hero unit. The search bar is located in the center of the homepage, and it's easy to spot. The homepage has custom blocks with links to important support center pages. You can also change the number of blocks to meet your needs. Frio theme offers various homepage layouts that fit Freshdesk support centers with a different structure. You can see the options in the template demo. Redesigned inner pagesAll pages were redesigned to provide an excellent user experience. You can make content in the support center more attractive and easier to read with formatting components that are included in each templ

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jabbar987
Community Debut
J
Apprentice
JackSApprentice
asked in Apps and Marketplace Integrations
Grammerly Chrome Extension

When accepting Grammerly suggested changes when replying to a Freshbook ticket, the change is placed where the currer is located instead of replacing the misspelled word, or the change does not occur at all.Example:What I typed - Thank you for your patencs while I work on your issue.What happens when I have Grammerly fix the error. - patienceThank you for your patence while I work on your issue

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innoxentwarrior
Community Debut
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Apprentice
paulhwApprentice
asked in Getting Started
NPO / Non Profit Pricing

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

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KittyCat
Community Debut
W
Contributor
Worthingu3aContributor
asked in Getting Started
Cannot setup freshdesk app.

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

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appgalaxy
Apprentice
appgalaxy
Apprentice
appgalaxyApprentice
posted in Ticketing & Agent Productivity
Unlocking Creativity with Pixellab YD Version: A Comprehensive Guide

In the ever-evolving world of digital design and photo editing, having the right tools at your fingertips can make all the difference. One such tool that has gained immense popularity among mobile users is Pixellab YD Version. Whether you're a graphic designer, social media enthusiast, or just someone who loves to create visually appealing content, Pixellab YD Version offers a plethora of features to bring your ideas to life. In this blog, we’ll dive deep into what makes Pixellab YD Version stand out, its key features, and how you can make the most of it.What is Pixellab YD Version?Pixellab YD Version is a modified version of the popular Pixellab app, a powerful mobile-based graphic design and photo editing tool. The YD Version, created by a developer named YD, comes with additio

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appgalaxy
Apprentice
M
Top Contributor
MorourkeTop Contributor
posted in Contacts & Companies
Convert Agent to Collaborator or Collaborator to Agent

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

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H
Community Debut
uttam1
Apprentice
uttam1Apprentice
posted in Apps and Marketplace Integrations
CartelSpark | Digital Marketing Agency

CartelSpark is your one-stop digital marketing agency in the USA. We're a team of digital marketing experts who understand your business goals and the online landscape you're navigating.We're a digital marketing agency in the USA that speaks your language and understands your unique challenges. We use proven strategies like Search Engine Optimization (SEO) to get your website seen by more people, Pay-Per-Click (PPC) ads to target the right customers, and social media marketing to connect with your target audience.Plus, we create high-quality content that educates potential customers about your industry, showcases your expertise, and establishes you as a thought leader. This content can take many forms, such as informative blog posts, engaging social media content, or even eye-catching infographics. By consistently creating valuable content, you'll attract more visitors to your website, convert them into leads, and ultimately turn them into loyal customers.Don't let your competitors ste

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bisultankishiev
Community Debut
B
Apprentice
Berway72Apprentice
asked in How do I....?
Move Collaborators to Agents

Is there a way to move collaborators to agents?

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