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Using Freshdesk

CX and Customer Support

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niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Marketplace Navigator: Streamlining Workflows with Automation Apps available on Freshworks Marketplace

As businesses seek to streamline processes and enhance productivity, the importance of automation, especially AI-driven automation, is only gaining more prominence. In the Marketplace Navigator blog series, we have consistently highlighted apps that extend your Freshworks experience. In this blog, we will explore Freshworks marketplace automation apps that can streamline processes, reduce repetitive tasks, and automate workflows, providing greater value for your business. QR Codes for TicketsConvenience is a top priority for agents, and the QR Codes for Tickets app fulfils that need by enabling them to access ticket information rapidly. This app introduces QR codes for tickets, enabling agents to quickly generate and share QR codes that lead to ticket links when scanned. It allows seamless ticket sharing among team members and enables agents to quickly switch between tickets efficiently by scanning the QR codes on their mobile browsers.Automate.io Connect Freshdesk to 100+ AppsThe Auto

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Unleashing the Power of Marketplace Apps in Discussion with Kristi Dennis from Our Daily Bread Ministries

In the latest edition of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are thrilled to share some excerpts from our recent discussion with Kristi Dennis, Digital Support Team Lead at Our Daily Bread Ministries (ODBM) on their usage of Freshworks Marketplace apps. Our Daily Bread Ministries ODBM, founded by Dr. Mart DeHaan in 1938, is a Christian organization based in Grand Rapids, Michigan. The non-profit organization is widely recognized for its production of various devotional publications, with Our Daily Bread being a flagship offering. Optimizing Customer Service Operations To optimize its customer service operations, ODBM relies on Freshdesk as its preferred platform. Additionally, they leverage several marketplace apps to complement Freshdesk's offerings and suit their unique needs. Let's delve into the apps that have proven instrumental in shaping their day-to-day activities. Enhancing Productivity and Efficiency ODBM has always prioritized creating a personal

MR84Community Debut

asked in How do I....?

Automation - Auto Reopen Ticket with Time Limit

We have an Automation setup that on replies to closed tickets it reopens said ticket. I’m looking to understand if there is a way to introduce a time limit to this automation, for example, ticket is marked as closed/resolved, customer replies and its outside a 10day window. The ticket should not auto reopen, instead a new ticket is created. However if the client responds within the 10day window the ticket will reopen and be managed accordingly.

ricky23Apprentice

asked in How do I....?

Removing email address from cache

We use Freshdesk as our IT support ticketing system. When ever we respond to a ticket it caches the email address, so when you add a CC to your message all addresses you’ve ever written to appear there. There are former employees and outside addresses I would really like to remove from that drop down list. Is there any way to do that?

joshvengleyContributor

asked in Portals, Emails & Other Channels

Email Delivery Latency with Tickets

We are seeing email delivery latency with ticket creation, updates to tickets lately. It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated. Looking through the archives, it seems this has been a topic of conversation, but wanted to see if any others are experiencing this type of latency?

Mike_EApprentice

asked in How do I....?

Automation to merge tickets

Hello, I am looking for a way to automatically merge ticket with the same alerts. Currently we are getting alerts from our back end team that gives us the our clients name and a UniqueID. I would like to merge ticket where this matches. Thank you

NexusContributor

asked in Portals, Emails & Other Channels

How to disable reCAPTCHA for logged customers?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

dvoContributor

asked in Automations and Workflows

Orchestrator Powershell App Issues

Hello, I have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

amgadserryApprentice

asked in Automations and Workflows

Receive last public comment id in freshdesk webhook automation

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work.

spencerporchSkilled Expert

asked in How do I....?

In Analytics, is there a way to save a filter that is multiple properties?

Hello world,In Analytics, I would like to create a filter that applies multiple conditions at once. For example, one interactive filter widget that sets both of these properties:Ticket Type = Problem # Customer Interactions = >2I am not finding a way to do that. It looks like I would need to create 2 filter widgets, one for Ticket Type and one for # Customer Interactions, and choose each separately. That’s a lot of clicks.Thanks!

kmchucApprentice

asked in API and Webhooks

resolved_at missing from /search/filters response

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object.

djherrera211Apprentice

asked in How do I....?

Using webhook to create a new ticket once requester reply with different subject is sent to a ticket that's closed

Hi, I already setup whenever requester reply is sent to a closed ticket it will trigger webhook to create a new ticket however some requester changes their subject when they replies to the ticket. The setup is it gets the initial subject in the new ticket. what i need is to get the subject of requester reply in the new ticket.{ "description": "{{ticket.latest_public_comment}}", "subject": "{{ticket.subject}}", "email": "{{ticket.contact.email}}", "priority": 1, "status": 2, "group_id": {{ticket.group_id}}}

CaseyLApprentice

asked in Knowledge Base

Can we restrict view permissions to certain users in the knowledge hub?

Hello everyone,We use Freshdesk as our intranet.We’ve been asked to investigate how we could set view permissions at a category or folder level for solutions for logged-in users.We have a new group of users potentially joining that should only be able to view a specific category.I can see that you can group agents, but is it possible to group logged-in users and assign them permissions?Please do shout if I’ve not explained this clearly enough - grateful for any pointers - thanks, Casey

TeeJayApprentice

asked in How do I....?

Exporting Solutions to excel

In an effort to improve our solutions that we have within freshservice i would like to be able to export them to a report and review solution namesolution categorydate createddate last editeddate last viewednumber of views ranking (if people thought it was good or bad)name of engineer creating/editing the solution

edward.kimSkilled Expert

asked in How do I....?

How to set up a workflow automator to send out an email when a ticket is escalated with questions/fields for Major Incident?

Hello - I apologize for lack of clarity. So there are two ways to a generate a Major Incident ticket:Agent create a Major Incident ticket Agent escalates an existing “normal” ticket When Agent directly creates a MI ticket (first option above), they can fill in custom fields that are set for Major Incident type. I can set up a workflow automator (with ‘Major Incident is raised’ trigger) to send out an email and include those “Major Incident” fields/questions. This is perfectly fine and good to go. Now, I am looking to see if there is a way to set up the workflow automator so it sends out an email with all custom fields for Major Incident when a ticket is elevated to Major Incident type. Once a ticket is elevated to Major Incident, these custom fields would then appear. However, the same automator (with ‘Major Incident is Raised’ trigger) won’t run when a ticket is elevated to Major Incident and even after the fields are populated. Is this possible by any chance? We are leaning toward

jonistApprentice

asked in Automations and Workflows

Assigning back-up agents without Round Robin

Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?

Andriana0406Contributor

posted in Automations and Workflows

The automation rule does not reopen a ticket if the note added is not from the requester.

We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.

gerardsweeneyApprentice

asked in How do I....?

Search substring

Hi.Freshworks user (not admin).Is there a way that the search bar can handle substrings?Example - I have a ticket which lists the PC name WSTECBASE-01(not a real PC name - just a mangled example) If I search for WSTECBASE-01, then my ticket shows up.If I search for TECBASE, then nothing shows up.Is there some voodoo I can work to make the search function work more effectively?

MichaelJMContributor

asked in Ticketing & Agent Productivity

Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

MattyKCommunity Debut

asked in How do I....?

Adding an extra field to the New User Signup page

Hey everyone,I’m looking at add an extra field for customers to populate at account creation time. Basically, instead of full name we need to split it into two fields - first and last name.To do this I need to edit the snippet {% snippet signup_form %} does anyone know if this is possible?I’d be most grateful for any advice you can provide!

Erio OsatoApprentice

asked in Automations and Workflows

Zapier integration failure

In our Freshdesk page, we have a check box field. From the check box field, it is expected that user can send a Freshdesk ticket to Zapier automation. However, this check box is not working.According to Zapier support team, they already contacted Freshdesk support team 3 weeks ago but it has not been solved and I was recommended to contact Freshdesk support team.I appreciate if anybody could support with this issue.

JMDigitsApprentice

asked in How do I....?

Is there really no way to change content strings in Fresdesk Themes?

Just getting started with setting up our new site theme, and right above the search bar is the text “Hi, how can we help you?”In the portal_home file, there is code that sets the value of the search text: {% assign search_text = 'portal_translations.banner.search_text' | t %}{{ portal | search_element: search_text }}I can’t find where to go to edit the portal_translations object, which I assume is a data file with all the UI strings. There’s not even an <h1> element available so I can hard code the text. An email from support suggested we use a jQuery search/replace to edit the text, but I have a hard time believing that the only way for us to manage content is by running a client side script.

damsApprentice

asked in Analytics, Reports & Dashboards

Report Filter Fail

Hello,The filters of the report we have been using for a long time via Freshdesk are broken. When we create a new report with filters, we cannot get any data. While we could receive data normally until November 29, 2023, unfortunately we cannot receive data now. Our report is registered on the mathematical analysis page. We have not made any changes recently. Report link: https://yssatis.freshdesk.com/a/analytics/reports/NzU1OTc0/page/1I request your support.

MatthewPApprentice

asked in How do I....?

Replying to a recipient other than the original requester

Often an issue is reported and a ticket logged by a requester and CC’ed to other recipients but subsequently one of the recipients is the primary person with whom the discussion continues. It seems that the “To” field is immutable and is always to set to the nominated requester. I have got around this by responding directly to a recipient by email and copying the original requester but this doesn’t change the primary recipient for subsequent replies via the Freshdesk portal.Is the solution to this simply to change the requester as the person who is directly being replied to changes?

Santos.BhivaseApprentice

asked in How do I....?

On Ticket create workflow/automation can we send agent details

On Ticket create workflow/automation can we send agent detailsScenario : System A creating ticket in FreshDesk through API, We have On Creation automation in this we have to send back Agent details ID and Name through webhook in automation. Is this possible ?

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