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Using Freshdesk

CX and Customer Support

4790 Posts
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Apprentice
danilo.senaApprentice
posted in Automations and Workflows
Ideias to use Freshwork and its linked products

Hi Folks,I am from Brazil. I am an entrepreneur and really want to innovate in my business market: International trading and Logistic, Inland Transport and Customs Brokerage. All solutions integrated being managed by myself or by developed parters.Could you help me to hint how can I use the Freshwork to create a real innovative experience for the Customers and Clients?Thank in advance for the comments.Danilo Sena - CEOsoulinternational.com.br

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Community Debut
4 years ago
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carmelaApprentice
posted in Archives - Freshdesk
Third-Party Canned Form App

Has anyone found a third-party app they can recommend using to retrieve data from requesters in one go? Currently, the canned forms FreshDesk has launched lacks professionalism in looks and doesn't provide the ability to add attachments which would be ideal when handling warranty requests!Any suggestions?

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Apprentice
4 years ago
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Contributor
sukkursindh93Contributor
posted in Archives - Freshdesk
Show reports by multi. Level Dependent Variable fixed issue

Hi - I am trying to get reports split by second (or third) level of a dependent variable. I am aware of the function to filter by all levels of the dependent variable but actually would like to see it in one graph. Does this work in the build-in reporting?Thanks :)

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Contributor
4 years ago
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akclanewbieApprentice
posted in Archives - Freshdesk
AWS Workmail Forwarded E-mails Not Arriving at FreshDesk

Hello,I've set up an e-mail at Amazon Web Services Workmail, "email@company.com" (not the actual email), to automatic Forward e-mails to my "email@company.freshdesk.com" (not the actual email) but the e-mails are not arriving at my FreshDesk.What I've tested so far:- Send email from a GMail direct to "email@company.freshdesk.com": Works- Manual forward email from a GMail direct to "email@company.freshdesk.com": Works- Send email from another AWS Workmail to "email@company.freshdesk.com": Works- Manual forward email from AWS Workmail to "email@company.freshdesk.com": Works- Send email from "email@company.com" to "email@company.freshdesk.com": Not Works- Manual forward email from "email@company.com" to "email@company.freshdesk.com": Not worksThis is a big problem and I dont know what to do or how to proceed to sort this out.Any help will be appreciated.Thanks in Advance,Eric Akira

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Apprentice
4 years ago
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saenzramiroApprentice
posted in Archives - Freshdesk
Problem with Single Sign On using SAML & Auth0

I'm unable to make it work in a stable way. Sometimes works, sometimes don't.After reading this two tutorials:https://support.freshdesk.com/support/solutions/articles/217630-single-sign-on-using-saml-auth0https://auth0.com/docs/protocols/saml/saml-apps/freshdeskHere's my SAML2 configuration:{ "audience": "https://myteam.freshdesk.com", "mappings": { "email": "Email", "given_name": "User.FirstName", "family_name": "User.LastName" }, "nameIdentifierFormat": "urn:oasis:names:tc:SAML:2.0:nameid-format:emailAddress", "nameIdentifierProbes": [ "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/emailaddress" ], "signatureAlgorithm": "rsa-sha256", "digestAlgorithm": "sha256", "lifetimeInSeconds": 3600, "signResponse": true, "createUpnClaim": false, "passthroughClaimsWithNoMapping": false, "mapUnknownClaimsAsIs": false, "mapIdentities": false }Application Callback URL: https://myteam.freshdesk.com/login/saml (also added to Allowed Callback URLs)Al

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Community Debut
4 years ago
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sales_14119Apprentice
posted in Archives - Freshdesk
Sorting Issue - Sort based on Waiting Since

Our reps are asked to reply to tickets in a FIRST IN, FIRST OUT order.Specifically, reply to all OPEN TICKETS, with the ticket that has been "WAITING SINCE" the longest (not the total age of the ticket). In ticket view, you have the ability to add a column called "Waiting Since".The sort by command, however, does not provide this field for sorting.The closest is "Modified Since" but that has many sigificant flaws to it (modified since date changes if you add notes OR even open a ticket).Can we get "WATING SINCE" added as an option in SORT BY?Is there another way to view OPEN sorted in this fashion?Thanks in advance,

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Apprentice
4 years ago
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mmurphyApprentice
posted in Archives - Freshdesk
Categorizing solutions to deliver context sensitive help

We are finding that our users just aren't taking the time to look at help documents.  We have a nice library of solutions and our agents largely reference them when replying to tickets.  As much as I love the type-ahead search capablities, it's not reducing ticket creation.We are pretty confident that we have to deliver the solutions at the point they are needed.  In other words, the solutions need to be available when the user is using a given feature in our website.  To provide context-sensitive help, we realize that we have to have a much more robust means of isolating/categorizing a given solution.Here's what we think will work (using existing features in FreshDesk) and we'd love to hear feedback from others that have attempted similar implementations.In a nutshell, we are going to build a local store of the solutions and utilize unique keywords (tied to specific features in our site) as a means to query certain solutions.  We'll use the API to extract the solutions from FD and bui

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Contributor
4 years ago
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Apprentice
ddApprentice
posted in Archives - Freshdesk
Email Delivery Failure Notification

I want to create a notification (or supervisor rule) on Freshdesk Mint when an agent reply to a ticket is sent but not delivered. This thread here says it's not available, while in your release notes it is stated "Mail delivery failure notification for compose email in Mint". Can you please help me on how to send an email notification when a message is not delivered?

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Community Debut
4 years ago
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andrey.metelskyApprentice
posted in FreshThemes Gallery
Feature request: add an option to import/export/switch themes

Hi everyone,Currently, Freshdesk completely lacks functionality for the theme management:There is no option to import a theme. You have manually copy and paste the code of each template file. This is very frustrating.There is no option to export a theme. Again, if you want to create a backup you have to copy and paste the content of templates to your local files manually.There is no way to upload several themes and switch between them to check which one looks best for your support portal.Only the user who makes the changes to the theme is able to preview the theme. Please add functionality so other agents will be also able to check the changes.

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Apprentice
4 years ago
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sandrine.crozatApprentice
posted in Archives - Freshdesk
How to include Chat Component in the web widget

Hi,I can't find the way to activate the chat within the widget to leave the choice to the customer between "leave a message" when no urgency, no want to livechat, or when our agent are too busy/slow or "chat with us" Do you know if it possible and how to do this ? Thanks a lot for your help

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Apprentice
4 years ago
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joe.whittlesApprentice
posted in Archives - Freshdesk
Email validation fails for internationalised email

 We've recently seen a customer with an acute e accent in their gmail address, which has been a valid character for addresses in gmail for well over 5 years now. When submitting customer details, we see the following in our error log Failed to complete acquisition: Received error from Freshdesk: {"description":"Validation failed","errors":[{"field":"email","message":"It should be in the 'valid email address' format","code":"invalid_value"}]}   Does freshdesk really reject input from internationalised email addresses? If so, what's the workaround and will it be fixed?

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4 years ago
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georgepaul123.work
posted in Archives - Freshdesk
Office 365 Migration tool

Migration to Office 365 is the best approach for the organizations looking for expansion of their business with cost effective.Office 365 is very advantageous as it provides plenty of features and you can access your data anywhere at any time.If you are looking for third party tool for the migration process then it is better to give a try to EdbMails Office 365 Migration tool which flawlessly migrates your data from any Exchange server to Office 365 or Office 365 to Office 365. Its enormous feature like Automatic impersonation rights, automatic mailboxes mapping, auto creation of mailboxes on target Office 365/Exchange servers boost migration efficiency.

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4 years ago
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nikolamarApprentice
posted in FreshThemes Gallery
My theme

My first ever theme

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4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk
Supporting multiple brands in Freshdesk - setting up ticket forms and agent groups

In the previous post, we looked at how we set up the self-service portal for Freshservice and other Freshworks products. We were all set to launch the portal with knowledge base articles and forums but decided to give it some more time.While we had good self-service content on the portal, we knew some of our customers would definitely want to reach out to our team for specific questions they had. We had to have a form using which customers can submit questions when they don’t find what they’re looking for, or needed additional information.The missing piece: customized formsWe decided to enable the ticket form on our portal but there’s one challenge we had to deal with. Since we support multiple products with the same Freshdesk account, we had a lot of fields, each relevant for different product support teams. For example, we had multiple dropdowns that helped agents categorize the issues, when they work on them.Our customers shouldn’t have to worry about these things - they should just

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Community Debut
4 years ago
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Apprentice
julian_20010Apprentice
posted in Archives - Freshdesk
Is there a way to disable CAPTCHA for agent logins?

Hello.Every time we have an agent log in, they're prompted with quite an extensive CAPTCHA. That is, it asks for selection of items around 5-7 times before confirming that agent is not a robot. It does this every time they log in, regardless of whether they're using a PC or mobile.How do we shut this off? I understand that it's for security reasons but it's starting to become quite frustrating having to do so many of these every single time we're working on tickets.Thanks, everyone!

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Contributor
4 years ago
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Apprentice
winsor.curtisApprentice
posted in Archives - Freshdesk
How to display group of folders in specific category with liquid?

Hi there,I''d like to display a group of folders, from a SPECIFIC category on my support home page. I understand the very basics of liquid but I'm having trouble writing the proper syntax to call in the folders. I have multiple categories. One category is titled "Knowledge" with 12 folders.  I want to displays, on the home page, ONLY the Knowledge Category, and its folders.Here's what I'd like the code to do*The Loop starts Here*  Get The Category Titled "Knowledge"      Display the Category Title   Display ALL folders inside that Category Knowledge         Display Folder Name         Display Folder Description*The loop ends here*I would love some help writing the liquid statements for this. Thank you very very much in advance!----

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Apprentice
4 years ago
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chris.searleApprentice
posted in Archives - Freshdesk
Internal email replies to tickets are creating Public notes

We are having an issue where internal company staff (agents and non-agents) are responding to Freshdesk notifications (Ticket notes, replies, and forwards) and including our support inbox that is linked with Freshdesk.Freshdesk is then adding the email as a Public Note to the related ticket.Can I change this so that email like this are added only as Private Notes?I would think that if there are no requester or Company email domain addresses in the email To or CC list that the ticket would be made private, as was not intended for external circulation.I did see that are other Matching Topics:When replying to a private note email notification, response goes to the client via a public note (Warning: halitosis) But I am unable to view the link in your support portal to see if there was a solution for it.  

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Community Debut
4 years ago
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Apprentice
info_19606Apprentice
posted in Archives - Freshdesk
email replies

Hello,  We have support in Swedish and every time we answer a customer email it comes up "Hi xxxx (customer name)  Can we change what it says? For example, we would like it to say "Hej (Hello in Swedish) and also just the customer's first name.

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Top Contributor
4 years ago
A
Apprentice
avilelaApprentice
posted in Archives - Freshdesk
How to change help desk widget language dynamically

The documentation says: "Once the widget is initialized with a certain locale, the language cannot be changed."But in my case, the user can change between languages ​​dynamically during their portal session.Is there any solution to do language switching after the widget has already started?Maybe unload and upload it again with new language, i don't no... =/It would be perfect if I could just do something like:FreshworksWidget("setLanguage", "en"); or FreshworksWidget("switchLanguage", "en"); 

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4 years ago
A
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avilelaApprentice
posted in Archives - Freshdesk
Switch languages ​​in the Help Desk widget dynamically

I would really like to change the language dynamically on my portal, my users can change the language whenever they want, but my widget stays in the initial language and the documentation says: "Once the widget is initialized with a certain locale, the language cannot be changed."Is there any way to do this language change? Maybe unloading and reloading it on the portal would be a solution?I wish it could be like this:FreshworksWidget("switchLanguage", "en"); FreshworksWidget("switchLanguage", "pt-BR"); 

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4 years ago
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raluca.hreniucApprentice
posted in Archives - Freshdesk
Unexpected behaviour with Public URL

Hi there! we noticed weird behaviour with the "Public URL" for our internal fresh desk tickets. Users who are logged in to the freshdesk client dashboard are unable to open "Public URLs" and are instead directed to the login page. If the logged in user now logs OUT of his freshdesk account, he is able to access the "Public URL" again. It seems that there is a bug with access to "Public URLs" when a client is logged in to freshdesk already. Steps to reproduce:- Client A requests a new ticket with a freshdesk agent. - Freshdesk agent B accepts the ticket and creates a public URL for it. - Client C (who already has a fresh desk account and is logged in already) clicks on the public URL for Client As ticket.  - Client C is prompted to log in again despite already being logged in.   - If Client C logs out of freshdesk, he can access the public URL again.

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Community Debut
5 years ago
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Apprentice
chris_20199Apprentice
posted in Archives - Freshdesk
Contact search - Custom Filters from Agent Portal

HelloIs it possible to add filters to the Contact search from the Agent portal?  Searching tickets is not going to meet the needs of my support desk. We will need to search our list of contacts and be able to narrow the results by more than the supplied filters in the attached screenshot.  For example, could we add a field to filter by zip code?  Will this field use wild card functionality?  Our customers may not have accurate information of their location and we will need to be able to efficiently locate the exact location with minimal information.Thank you!

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5 years ago
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james.shawApprentice
posted in Archives - Freshdesk
Setting up SSO reset all agents?

Hello my fellow freshdeskers....We use Freshdesk through Solarwinds N-Able, which I think is a brilliant little tool but I', a bit pissed off with it today.I tried to set-up SSO so we can use DUO 2FA on their and it made every Agent re-activate there account, why is this?I have had to remove it due to it not working, but when I do finally figure out why DUO isn't working and get it working, it means everyone is going to have to reactivate, again, why?Cheers,JamesSorry wasn't sure where this goes.

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5 years ago
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meghana.viswanathApprentice
posted in API and Webhooks
Create custom page on the portal

Hello,It would be very useful if we could have a new section in the portal that is customer specific bringing in about more dynamic and customized portal experience.For example, I would like to have a new page displaying the count of ticket types(Support/ Maintenance/ Others) raised by the customer along with the ability to add and view the customer specific documents (attach files).Any idea of how this can be customized?Thanks!Meghana

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Top Contributor
5 years ago
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jaketApprentice
posted in Archives - Freshdesk
setValue not working for requester fields

Essentially I'm trying to write code for a custom app which will open a reply but switch the To email with the first CC email for a use case we've found.I notice in the docs that setValue can be used for To, CC, Requester email as well as other fields, BUT I cannot seem to use setValue for requester or To (Ideally I would like to update the ticket changing the requester's email address. client.interface.trigger("setValue", { id: "email", value: ["some@email.com"] }); doesn't seem to work.I know how to edit the requester email address manually, but I would like to do it with a custom app.

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Apprentice
5 years ago

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