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Using Freshdesk

CX and Customer Support

4790 Posts
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Apprentice
davidb_18262Apprentice
posted in Archives - Freshdesk
Estate Plan Analytics need guidance on how to visualize agent comparison report in Analytics. Backlog for example.

I need to recreate the data on the agent comparision report.  Specifically the line graph over time of backlog tickets, assigned tickets, and resolve tickets as well as the bar chart that shows the total over the period.I can't seem to figure out how to recreate this data in the Analytics Module of the estate plan.  Can anyone provide guidance?I like how I can see all 3 of my agents backlogs, resolved tickets, and received tickets, using the canned agent comparison report but I need it to be in analytics dashboard format.Received Tickets - Tickets created within span of time for which you generate the report.Resolved Tickets - Tickets that are resolved within the specified time-frame, irrespective of when the ticket is created. i.e, even if the ticket is created last year and if it seem to be resolved in current mont (assuming you are generating report for current month) then the count is added to resolved ticket irrespective of created time.Backlog Tickets - Tickets that are not in re

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5 years ago
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info_12409Apprentice
posted in Archives - Freshdesk
emails not forwarded and getting spammed

Hi, since 8 October I am having problems receiving emails, and from the same time I am getting tons of spam daily. Which I cannot understand as the spam is directed to the right support address....For a test I send a few email directly to my freshdesk email xxxxxxx@xxxxxxxxx.freshdesk.combut no email is received, so no ticket created.Anyone know how to solve this?Thanks

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5 years ago
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shakti.rathoreApprentice
posted in Archives - Freshdesk
i need my own user activation link

 i need my own user activation link for to embed it into my site through api. please for the same.

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Community Debut
5 years ago
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ruben.tuitelApprentice
posted in Archives - Freshdesk
Link or button to close ticket

Hello,In our automatic reply we send to customers we include several frequently asked questions and the webpages where they might find the answer they are looking for.If they do, we want to give the customer the option to click on a link (or button) that is included in the e-mail which closes the ticket immediately. That is, without first having to visit the public URL of the ticket. Is something like this possible? If so, how?Regards,Ruben

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5 years ago
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evinApprentice
posted in Archives - Freshdesk
Merge Tickets not Working

It seems at the moment merging tickets is not working. We've tried merging just 2 tickets together, or 5 tickets together. It acts as if it has worked, then you see a view with everything merged. Then once you refresh the browser again, everything is unmerged.Tried in both Chrome and Firefox, both are not working.

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5 years ago
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m.abdelkaderApprentice
posted in Archives - Freshdesk
Occasional Agents

Hi - Need an explanation for the occasional agents and days pass please - once the 3 days pass utilized by an agent - will it reset and become available or what exactly happens -Thanks,MA

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5 years ago
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Contributor
vincent.warckolContributor
posted in Archives - Freshdesk
Unexpected behaviour with Public URL, part. 2

(the previous discussion has been marked as closed: https://support.freshdesk.com/support/discussions/topics/316199)But would it be possible to change this behaviour in order to allow logged in users to access to all tickets through the public URLs? (raised by him/her or not)That is odd and awkward to reply to users/customers that they have to log out before being able to access the public ticket URL of another ticket (not raised by him/her).Thanks,Vincent

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5 years ago
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dave.kavanaghContributor
posted in Archives - Freshdesk
Identify contacts with 0 tickets

We need to identify contacts who do not have any tickets, so that we can delete them in accordance with our privacy policy.As part of our GDPR compliance, we promise to delete a customer's data from our support desk after a period of inactivity:We delete tickets that have been inactive for 2 years (the length of our longest warranty).We delete contacts from the support desk if they no longer have any tickets.The first part is easy enough, but I'm struggling to find a way of identifying contacts with 0 tickets. It would be fantastic if 'number of tickets' was a returned attribute when querying the API for contacts.Or is there another way of doing this, that I've overlooked?

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5 years ago
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peteyfApprentice
posted in Archives - Freshdesk
error message

Hi,I have a Creation Pcut  cutter.When I go to cut my vinyl this comes up on my computer.Can not open the output device.Error initializing cutter.I have restarted my computer. Turned off my cutter. Replaced the USB cord.Pls Help!Thx

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5 years ago
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help_16654Apprentice
posted in Archives - Freshdesk
Anyone else finding their Tasks/To-Dos Disappearing

I am finding that quite a few of the to-do's I create disappear from the dashboard & then reappear IF I randomly access the ticket that I created the task/to-do from. If I don't access the ticket that I created the todo in it won't show up on the dashboard.  Some of my tasks do show up so it is never clear why some are there and some disappear. I am missing a lot of important tasks This has been ongoing since January 2019 

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5 years ago
bbiandov
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bbiandovApprentice
posted in Archives - Freshdesk
When using the iOS app can I take a picture and attach it as PDF not as PNG?

Hi everyone,When using the iOS app can I take a picture and attach it as PDF not as PNG to a new ticket.The default is png and I can not find any way to change that.The flow is this: click "+" for new ticket, tap the paper clip for attachment, use iPhone camera, take a picture and it shows up attached BUT it is in png format.I would like it to be in PDF Is that possible? If yes how?Thank you

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bbiandov
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5 years ago
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gabriel_mooreApprentice
posted in Archives - Freshdesk
Python request returning status 400

Hello, I'm just getting to grips with the Freshdesk API. I am trying to write a query to return all tickets within a certain group that are open and am writing this :r = requests.get("https://"+ domain +'.freshdesk.com/api/v2/tickets/?query="group_id:2043030657256%20AND%20(status:2)"', auth = (api_key, password))but it returns status 400 when I run it, any idea where I'm going wrong? I can get other API requests working, but i'm clearly doing something wrong with the query request.

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5 years ago
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anoop.alumkaraApprentice
posted in Archives - Freshdesk
how to set a custom view as my default view

I am trying to see whether there is a way to set a custom view as my default view ?

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5 years ago
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chris.bewsApprentice
posted in Archives - Freshdesk
Autocomplete

Hi - how do you clear the autocomplete cache when replying to tickets and cc'ing in other recipients?Thanks

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5 years ago
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mtszpaterApprentice
posted in Archives - Freshdesk
Click the reply button from my app with jQuery

Hi!I want to do exactly the same function as there https://support.freshdesk.com/support/discussions/topics/14436to reply and set ticket status as resolved in one click. Unfortunately that solution doesnt work in current version. One suggestion is you can set up a Freshplug to create a button. Go to Admin--> Integrations--> Freshplug to create one. Make sure that you select the option to have the Freshplug widget visible on the tickets page. Send and Resolve Button <div id="add_btn_send_resolve_in_reply"></div> <script type="text/javascript"> jQuery(document).ready(function() { if(jQuery('body').hasClass('ticket_details')) { var buttonLabel = 'Send and Resolve'; //Adding the new button jQuery('#HelpdeskReply .btn-toolbar>span:last').before('<span class="btn-group"><button class="btn" rel="custom-reply-status" data-cnt-id="cnt-reply" data-status-val="4">' + buttonLabel + '</button>&lt

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5 years ago
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kuehApprentice
posted in Archives - Freshdesk
ticket status update problem

when i update the ticket status to "waiting for 3rd party" or "waiting on customer"  it give this problem 

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5 years ago
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Contributor
philip_18809Contributor
posted in Archives - Freshdesk
App URL

I am developing a custom, internal, app which communicates with our externally hosted admin portal. I need the URL of the Freshdesk app I've published to enable CORS in our admin portal. I can see the app is hosted on a CloudFront URL and need to know if this is a static URL or if it is possible for that URL to change.Thanks!

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5 years ago
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nronkoApprentice
posted in Archives - Freshdesk
can`t get verevication email

Hi everybody. I want change contact email, pun it in setting, press button "send activation email", but e-mail is empty

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5 years ago
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nyxcomfortApprentice
posted in Archives - Freshdesk
Notifications

Hello, I have an issue, when I try to modify the notification by email section in the admin settings, it says that there is an error and that I have to contact the support. That prevents me from modifying anything.

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5 years ago
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bikgaigovernmentApprentice
posted in Archives - Freshdesk
mail not arriving to verify

Hello everyone,,Just set an account up and an hour later I am still not able to receive a veirfy email to my support account.I know this works as an account as my existing Zendesk works fine.I'll try for another hour and then Junk I think.  Nothing in spam and no error message or helpful log in FreshdeskAlso is there any actual support for this or is it just Community?Thanks in advance

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5 years ago
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zach.dobsonApprentice
posted in Archives - Freshdesk
Order of Tags

 I am attempting to have the tags in a certain order so I can easily report them. First, I thought the tags are automatically ordering alphabetically so renamed my tags so they will be organized. Once I did this I noticed that the tags reordered but it was not consistent throughout my tickets, the only thing that was consistent was the tag that was being displaced from the order that I expected. expected) Generated: client, Initiated: email, Process: some process, solved by: Departmentexample of error) Generated: client, Process: some process, initiated: email, solved by departmentthe displacement can verify.How Can I arrange the order of the tags to the order that I desire? 

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5 years ago
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customersupportApprentice
posted in Archives - Freshdesk
order of tags seems off

in some tickets when you add tags the order you put them is not retained, and in some the tags are being duplicated. tried to remove all tags and re-type again but the order is still not right.anyone experiencing this?

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5 years ago
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james.durrantApprentice
posted in Archives - Freshdesk
Display dashboard on digital signage

Hi, I'm considering using Freshdesk for a Helpdesk with a team of 4 agents. I'd like to display the dashboard showing new tickets on some digital signage in our office. However, I don't really want to buy an additional licence for this. Is there any form of free "view only" licence that could do this? What's the best solution to this issue?Thanks,James.     

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5 years ago
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rob_18893Apprentice
posted in Archives - Freshdesk
Who has used Zendesk

Good Evening all, I have been a Zendesk user for years, and we are looking at moving to Freshdesk. Looking to see the good the bad the ugly of moving and what issues may have come up.

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5 years ago
info_17338
info_17338
posted in FreshThemes Gallery
Apollo Theme for Freshdesk & Freshservice

Hello Guys,We have launched "Apollo Theme" which is fully compatible with Freshdesk & Freshservice.It is a good looking, professional and easy to use Freshdesk and Freshservice support portal theme.We provide below free services in our themes:Theme Shortcodes(Additional Formatting Components)Colors and images as per your needs(No need to pay extra)60 days technical support in our themesOur theme features:Fully responsive themeIncluded “Font Awesome” and “Line” iconsInner pages solution category list pluginSticky header includedFully customizable and clean codeOne of our client using this theme - Smaply SupportFor more info see here - https://ariesthemes.com/downloads/apollo-freshdesk-theme/

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info_17338
5 years ago

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