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Using Freshdesk

Using Freshdesk

CX and Customer Support

4798 Posts

ZdrodzikApprentice

asked in Automations and Workflows

Parse subject or body text to custom field

Hi.We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:ZAYearMontDayNextnumber (ZA2012106050987)H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)C-H6digits.2digits (i.E. C-H763452.34)We are looking for solution:1 to automaticly parse those ID to external ID custom field2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it

RobCrossHMSkilled Expert

asked in Analytics, Reports & Dashboards

FreshDesk Analytics - Start of Week vs Now

Anyone know if it’s possible to show on analytics the number of tickets at the start of the week vs now.For instance.On Monday we had 50 tickets open and Today we have 40 I’d like to see on the report that the reduction this week is 10Widget 1 - Count of open tickets on MondayWidget 2 - Count of open tickets nowWidget 3 - Difference between Monday and Now.

darrenmccApprentice

asked in Automations and Workflows

Automated 3 strike rule no working with days

one of my colleagues has been trying to integrate the 3-strike process with an automated response:2 days after no response - 1st automated “No Response” message2 further days - 2nd automated “No Response” message1 further day - 3rd automated “No Response” messagenext day with no response, ticket closed with confirmation of no responsehowever, when trialing, the automated messages work with hours apart, but not days apartany idea what could be causing this issue?

simmondsjonTop Contributor

asked in How do I....?

How to alert an email address if the ticket is going to violate SLA

Hi, So we have tickets sat in our system which are on SLA. I want to alert the team via email if a ticket hasn’t been responded to and is approaching 10 minutes before the SLA is voilated. I cannot see a way to do this in the Freshdesk product, can you help me?

fredjclausApprentice

asked in How do I....?

Changing email address

I made a mistake when I set up the Freshdesk account. Now all my personal emails are being created as new tickets. How do I either change the email address to get mine out, or delete the entire account so I can start over?

davetApprentice

asked in API and Webhooks

field names different in api and xml data export

I want to export and send information to sales of tickets that had the word “xxx” in the subject or the description field of a ticket and append on the user contact info. I used admin - account - details - export data to get the current database from freshdeskI decided to use Microsoft access database to do the left joins between the ticket table and the user table.I imported the the tickets, companies, and users xml file into the databaseI had to change the long fields like body, body-html, description, and description to type memo before importing, It was a bit tedious to import the 39 ticket files and 31 user files but it worked fine. I discovered by trial and error that the the helpdesk-ticket request-id is a key to the user table’s id fieldand the customer-id field is a key to the company table id field. All worked fine and I ended up with this query. Not all the company names populated so maybe customer-id is not foreign key for company table id field. SELECT [helpdesk-ticket].s

christian.gApprentice

asked in Automations and Workflows

Filter based on Form it was created at

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

rohitochaniApprentice

asked in How do I....?

Creating Freshdesk Tickets from Chat Bot Queries

Hi All, I have an AI Chat Bot integrated in my app and website. I want to do a API configuration where the Chat Bot communicates with the Freshdesk to send the unanswered queries from the user as a ticket so that an agent can resolve it. It should also capture the user email. I have people to build this and I just need to know the option under settings on Freshdesk where we can do this. FYI: I am on the Free Plan.

RosanneFApprentice

asked in How do I....?

adding a private note on the ipad app

I am the lead agent on our Fresh Desk, and am relatively new to the program. I can add a private note on my Mac, and colleagues can add a private note on their pc and tablets. But I cannot add one with my iPad. When I put in the @ sign, it should pull up a list of users, but it does not.This would be enormously helpful.note I amnot a techie person, but I do like providing good customer service and being able to collaborate with a private note would be very helpful.

kevin.luApprentice

asked in How do I....?

Remove my Credit Card Information but Company Email Account (used as username at FreshDesk) is deleted

Dear FreshDesk Experts,Thank you for reading this question. My name is Kevin, and I used to work for an online education company that used FreshDesk for ticketing system.While I was employed there, my credit card was used for FreshDesk’s billing. Now, I no longer work for the company, and my company email account has been deleted. However, that email account is still associated with the online education company’s FreshDesk site.Recently, I tried to log into FreshDesk using my company email account. Although I entered the correct password, I was prompted to provide a 6-digit code for two-way authentication. Unfortunately, the company email account has already been deleted.In this situation, whom at Freshworks or FreshDesk can I contact to verify my identity? I need to remove my credit card information and replace it with the company’s credit card.Thank you!Kevin

himanshu.cApprentice

asked in How do I....?

Total Number of Logged-in hours by Agent

I understand there is no ways we can put restriction on Agent Auto-assignment status due to which its gets difficult to calculate total numbers hours agent was logged-in in helpdesk . Looking for possible solution to calculate to tal number of an agent was logged-in system alon gwith his auto-assignment status

FrankBarmentloCommunity Debut

asked in How do I....?

Forward entire ticket to e-mail

Our business requires everything to be saved in our ERP system. Sadly this system does not integrate well with 3rd party.My idea was to have Freshdesk send all ticket contents in an e-mail once our agents change the status to “Resolved”, and then link the e-mail in the right places within our ERP system. We, however, have not been able to find a way to have Freshdesk send all ticket contents:manuals describe a “Forward” action for Automations- this does no longer exist it seems Using a “Forward”-thread in Automations - only “Recent” content is included. For example: we created a ticket yesterday, but only today's public note is included.The only product we use is Freshdesk. What am I missing?

SParsonsApprentice

asked in Getting Started

Can't get into the event

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asked in Knowledge Base

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

HelenHContributor

asked in Ticketing & Agent Productivity

Ticket ID on reply to notes

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

SiegmarApprentice

asked in API and Webhooks

OpenAPI / Swagger

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

pcruzApprentice

asked in How do I....?

Hi everyone! I aprecciate if you could help me with this situación: I would like to eliminate the predefined response that appears when I respond to a ticket, I have already reviewed the predefined responses and several modules, but I cannot find where it is configured.

SeanNApprentice

asked in API and Webhooks

Is it possible to limit article search results in the API to a particular category?

Hello! We are using the Freshdesk API to load articles into our company website. We have two distinct audiences that visit - employers and workers - and have categories setup for each of those. We are able to build distinct pages that load only the folders/articles relevant to each by using the List all Solution Folders in a Category endpoint.We also allow for visitors to search for articles. We would like to limit the search results to only articles/folders within a specific category. For instance, if a visitor uses the search from the Employers page, we only want articles that are part of the Employers category to appear.Looking at the Search solution articles endpoint, it appears this only takes a term parameter and returns any articles across all categories and folders.Is there any way to limit the search results to a specific category?

Raf_BOApprentice

asked in API and Webhooks

Calculate Resolution Time Via API

Hi all,I would like to know if there’s a straightforward way of calculating the ticket resolution time for a selected date range and/or group/agent through the API?The endpoints don’t really make too much sense to me.The /search/tickets endpoint only allows for 300 results and has not ticket stats, so I would have to get the ticket ID and make API calls to each individual ticket to get its stats;The /tickets endpoint doesn’t allow proper filtering and has a limit of 30000 tickets, which makes it impossible for me to find the tickets I want for a period of 1 yearI have exhausted the possibilities here on how to calculate the Resolution Time for long date ranges…Can anyone enlighten me, please?Thanks!

christian.gApprentice

asked in How do I....?

Additional fields on snippet ticket_list

We need to have a better overview over tickets for our customers by adding important fields to the snippet ticket_list in the ticket overview on the portal. Could anyone help me to get a solution for this? This has to be possible, right?Thanks and BRChristian

kelly.savoyCommunity Debut

asked in How do I....?

Filter for Tickets Over Created Date Age

My team is migrated to Freshdesk from Zendesk. While it is something we are working on, my company has a large amount of outstanding tickets that are over a year old. I would like to create filters for tickets over 30 days, 60 days, 90 days etc. But all the filters appear to be based on created less than or requiring specific dates.Does anyone know a way to do this?

asked in API and Webhooks

Validated json string gets error creating ticket

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket. The ticket works sending just “123”Any ideas? { "description": "<pre&gt;***************************************************************************************************&lt;br&gt;QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard&lt;br&gt;Application Version 10.1&lt;/pre&gt;", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

dentalogicApprentice

asked in Portals, Emails & Other Channels

Allow Contact to Assign Ticket to Other Contact in the Same Company

I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

horvath.szilardApprentice

asked in How do I....?

Using the original sender as ticket requester in forwarded emails not working

Hello. I’m trying to use the forward option in Freshdesk, so when an agent gets a “ticket” in a private conversation and I’m forwarding it, the original sender should be the requester. Unfortunately it’s not working, although the function is enabled in the Administrator settings. Below is the screenshot. You can see the following:the original email comes from szil****@gmail.com the recipient is the agent hor****@**iws.hu the email was forwarded to the support email address the requestor on the right side is hor****@**iws.huAny help would be appreciated. Thank you,Szilárd Horváth

Hélène972Apprentice

asked in Automations and Workflows

Bonjour,Je ne parviens pas à appliquer les SLA sur les tickets.l’échéance du ticket se met automatiquement à 7 jours alors que j’ai programmé 48h.

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