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Using Freshdesk

Using Freshdesk

CX and Customer Support

4753 Topics

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andersreveApprentice

asked in Analytics, Reports & Dashboards

Creating a Rolling Ticket Volume Report in Freshdesk Analytics

Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!

RobCrossHMSkilled Expert

asked in How do I....?

Configure prefix for ticket ID

I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?

JoDelApprentice

asked in How do I....?

See important Company info on the ticket

Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.How do we identify these companies when the agent opens the ticket?If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.

jibsan94Apprentice

asked in Automations and Workflows

How affect VIP to Company members?

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

McLApprentice

asked in How do I....?

Looking to limit form fields based on user permissions

Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?

TintinSkilled Expert

asked in API and Webhooks

API Freshdesk to Power BI

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

mikefirstaidApprentice

asked in Contacts & Companies

New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created. But now it doesn’t use the full name, but rather the 1st half of the email address. Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name. So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

MKFishApprentice

asked in How do I....?

Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?

rubens77Apprentice

asked in Ticketing & Agent Productivity

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

osadApprentice

asked in Ticketing & Agent Productivity

problem with sending attachements/screenshots

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

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?

emilgotting2Apprentice

asked in Ticketing & Agent Productivity

Updating ticket subjet on reply

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

c.ziobroContributor

asked in How do I....?

We are sorry. You have been restricted from accessing this helpdesk page.

When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page" Our url access is: rubika.freshdesk.com Can you help me please ? BR.

hiroApprentice

asked in Knowledge Base

Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.

SCARLETTBOLTONApprentice

asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks

CeydaApprentice

posted in How do I....?

Follow up feature

Is there any way to get the “Follow up” feature to follow up in the morning and not at the time that you created the follow up? Currently, I receive an email at 13:15 and want to follow up in 5 days time in the morning, but my follow up won’t show up until 13:15 on the 5th day… Can this be changed from my end?

Mykola ZhuravelSkilled Expert

asked in Portals, Emails & Other Channels

Where is emoji for Freshdesk article? 2023 today

2023 today, but emojis for Freshdesk is still out of office. R U serious?

YuliApprentice

asked in Ticketing & Agent Productivity

Urgent: Clients Unable to Create Tickets – Error After Form Submission

I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively.

asked in Ticketing & Agent Productivity

disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

JosueCContributor

asked in How do I....?

Automation on ticket update: perform actions specific days

It would be good to be able to perform an action automatically on selected days, o periods only.For example, to add a tag automatically if an action/update takes place on a weekend.

SarikaContributor

asked in Ticketing & Agent Productivity

Search/filter tickets which an agent has worked with

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

Varunkumar PalanisamyApprentice

asked in Knowledge Base

The term "runonflux" is appearing above the meta title and description of my Freshdesk support articles when searched on Google.

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here.

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Position should be from

Does anyone here experience this issue. See attached screenshot,

dgoodContributor

asked in Ticketing & Agent Productivity

Having a flag when creating a custom status to have it be included in the 'resolved' group.

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Abd56ullahApprentice

asked in How do I....?

How to Integrate Freshworks CRM with Other Business Tools?

Our company recently adopted Freshworks CRM to manage customer relationships and sales processes. However, we also use various other business tools like email marketing platforms, accounting software, and project management apps. To enhance efficiency and ensure seamless data flow across these platforms, I need to integrate Freshworks CRM with these tools. I'm looking for guidance on the best integration methods, potential challenges, and how to troubleshoot common issues that might arise during the integration process. Additionally, I want to understand the benefits of these integrations and any specific APIs or connectors that are recommended for this purpose.

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