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11 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4780 Posts

jalalApprentice

posted in Archives - Freshdesk

Promotional Spam

Freshdesk, What solutions are there to deal with promotional spam? For Example we have an anonymous email address for clients that corresponds with a guest. Every-time we send a guest through to our clients that guests anonymous email address gets put on their Mailing List. -I can't mark the email address as spam, as they also send important emails through it. -I can't adequately filter the spam as descriptions and subjects are every changing -I can't make a too specific or too general filter as it will either not catch the Spam or catch tickets that are not spam. Basically this forces me to have to manually close hundreds and hundreds of tickets at a time. Which is a waste of my time as A) I can only have 30 tickets on screen at once. B) Messes up Metrics C) Makes the helpdesk unusable unless Agents are monitoring by my Tag system. It just doesn't seem that there is no way to better filter out spam tickets. Why can Freshdesk not auto-merge tickets that contain the same subje

jhunterwuContributor

posted in Archives - Freshdesk

Manage Tickets from Tickets View

If I want to close a ticket, I first have to select the ticket, then click "Close" button. Isn't it possible to have a close button on the ticket itself, so that I only need to click once?Also, if I want to change the due date on the ticket, I first have to open the ticket, then click "Change", then click "Set Date/Time", then select the date, then select the hour, then select AM/PM, then click "Save". How about there's just a button on the ticket view that opens a magic little window where you can click once, either "today", "today at 2300" "tomorrow at 2000" (preconfigured)Ok, that's a nice feature request, but is there any way to manage the tickets more from the ticket view, instead of clicking yourself to death?

jhunterwuContributor

posted in Archives - Freshdesk

Freshdesk Google Contacts

I'm really not sure how this is supposed to work; I just face so many problems with this. Let's start with this: Out of 750 contacts in my Google Contacts, I get only like 25 into my Freshdesk. It seems all of these 25 contacts has an email. Is it so that Freshdesk will only import contacts from Google that has an email?When I look inside Google Contacts after the sync was supposed to have been done, I see a "Freshdesk Contacts" group, which it seems has duplicated all my Google Contacts into it. Does there exist a guide somewhere or even a basic explanation of how it's supposed to work. This should've been a straightforward process, but apparently not.

vishal.yadavApprentice

posted in Archives - Freshdesk

How to get all ticket list of all agent

Hello Team, I have to fetch all unread ticket list for all agent via using api plz help how it will be possible.

jomsas1122Apprentice

posted in Archives - Freshdesk

jhunterwuContributor

posted in Archives - Freshdesk

I have a rule that put the ticket into "Waiting on Customer" with priority Low when I send a reply to a ticket, but it sometimes takes up to several minutes for the rule to kick in after I send a reply. Is it supposed to be like this?

nidhiApprentice

posted in Archives - Freshdesk

Anyone getting Http 400 when posted from Web application

Hi All,Not sure if it is the right place to post this message. I am stuck when automating ticket creation via my web application (Java / Jee / Spring). I am using httpComponents 4.3.4. I am getting http Status code as 400 when i try to create a ticket (Same code is working from when I run from test client its working). If anyone have a working java code of ticket creation via java web application, please post it to me

siqbalApprentice

posted in Archives - Freshdesk

Knowledgebase issue

I am facing an issue with Kbase email address for my company. If any agent in my team sends an email to kbase@freshdeskmycompany.com, those email are being converted into tickets rather than going to Drafts Category in Solution. I am the only person whose email to kbase@freshdeskmycompany,com are going to Draft category without being converted into ticket.Can someone help please?

rodrigo.pereiraContributor

posted in Archives - Freshdesk

FD site template

So... where's this new FD support template?! :)

alexandruApprentice

posted in Archives - Freshdesk

Viewing Tickets based on Filters

I wonder where can I find a list with the filters that can be used in the apiI am would like to make a call and get the today tickets, open, with a specific pattern.Is it possible to do this ? Or I have to download all and make the search mysqlf Thank you P.S. I'm not sure if this is the right place for this thread.

support_12792Contributor

posted in Archives - Freshdesk

Ticket Filters Switching Back to Last Filter

If I click on a ticket filter, then close a ticket in that view, the ticket filter changes to something else. Anybody see this?If I f.ex go into "Unassigned and Open", then close a ticket, the view is now "New & My Open Tickets". This must be a bug.

support_12792Contributor

posted in Archives - Freshdesk

Filtering on Web Page and Mobile Client

I find it's so hard to actually find something in Freshdesk. I spend really a lot of time searching, because the filters are so lacking. Is work being done on this right now this very instant?F.ex, today I was going nuts trying to find a ticket. I knew the clients name, but I was unable to get all open tickets on that client in the Android client. I had to give up and return to the web client to find the info. I see filtering lacks really in all aspects of Freshdesk. Why is it like this?

dmitriy.shinkarenkoApprentice

posted in Archives - Freshdesk

Agent devides ticket, but can't see it

Agent of my new group (whosale sales) devides ticket. But new ticket is in default groupe "sales"How can i do, new ticket will be in the same groupe as agent?

scott_12154Apprentice

posted in Archives - Freshdesk

Duplicate Emails

I have heard from 2 customers today that they have received up to 6 copies of the same email from Freshdesk. I am typically copied on all emails from Freshdesk but I have not seen anything come through. Are you aware of any issues with this?

johannes.hoddeApprentice

posted in Archives - Freshdesk

Better customer service you will have they said

I'm using freshdesk for over 2 years now.At first I was very satisfied with their software and it helped a lot in growing my business (in terms of support).Now that I'm receiving ~100 support requests per day I need a reliable support ticket system and thought freshdesk would be the right software to use.Turned out that it has been the wrong choice as their service is going down on a regular basis. Without even letting me now, their service went down again today!No tickets are created for incoming requests anymore and my customers now have to wait for a response much longer than they should just because freshdesk (again) is down.Mails to freshdesk are not answered and the chat is repeating itself "Isn't our fault! Some third party service isn't working! Don't bear us!" - blabla.@freshdesk I don't care if some third party services aren't working on your end! I'm paying for YOUR service.I'm loosing time and customers because your service (that claims to help me with exactly those issues)

tim_11510Apprentice

posted in Archives - Freshdesk

Incoming email - support for REPLY-TO address

My website CMS prefers to send new support forms with the FROM address linked to our domain (to avoid header spoofing), and to put the submitter's email as REPLY-TO.But the REPLY-TO seems not to be captured by Freshdesk (correct me if I am wrong) and the result is all incoming support requests look to be fro ourselves.Clearly I don't want to have to modify each new ticket to change the requester.Does / can Freshdesk make use of REPLY-TO ? As default or through some configurable option in AdminThank you

maioia37Apprentice

posted in Archives - Freshdesk

how can i merge all the same users messages automatically ?

how can i merge all the same users messages automatically ? so the agent can always see all that user old+new messages thanks ..

singh.aniApprentice

posted in Archives - Freshdesk

Why do I need two login ID's for FreshDesk

I am being told that I need two different login ID's - One to access our Freshdesk account (mycompany.freshdesk.com) and separate one to access support.freshdesk.com. Really? Or I am getting it wrong? Regards, Animesh

jbradleyApprentice

posted in Archives - Freshdesk

Spam Email Notifications

I am new to freshdesk and have setup mostly everything. I have my company support email forwarded to my freshdesk email and have agent notifications turned on but whenever a ticket is submitted and me or another agent gets an email its goes straight to spam and I have added an spf record, whitelisted the email address through gfi, added to safe sender, and I have run into a brick wall. My company email is through exchange server so can someone please help.

nidhijApprentice

posted in Archives - Freshdesk

How to add ticket list to customer portal home?

Hi I a trying to add the list of tickets on the home page of customer portal. But {% snippet ticket_list %} is not working. Can you please assist.Thanks Nidhi Jain

fredbhApprentice

posted in Archives - Freshdesk

Freshdesk doesnt send closed ticket notification to client

Hello! I´m testing Freshdesk and after configuring the email notifications, my clients arent receiving the ticket closed notification email. It´s setted as ON on Email Notification configs but even when I set a ticket closed, the emails arent sent. What could it be? Thanks. Bye.

javaoneiutApprentice

posted in Archives - Freshdesk

Change email in QueryString using INIT

I am working in a project which have a current implementation of FreshDesk freshWidget Link using this code FreshWidget.init("",{"queryString": "&amp;widgetType=popup&amp;helpdesk_ticket[requester]=chiperortizc@hotmail.com&amp;disable[requester]=true&amp;helpdesk_ticket[name]=Cristian Daniel Ortiz Cuellar - Copito&amp;disable[name]=true&amp;helpdesk_ticket[product]=1000005493&amp;disable[product_id]=true&amp;formTitle=Soporte+empresa&amp;submitThanks=Gracias+por+ponerse+en+contacto+con+el+centro+de+soporte&amp;searchArea=no","utf8": "?","widgetType": "popup","buttonType": "text","buttonText": "Soporte","buttonColor": "white","buttonBg": "#006063","alignment": "2","offset": "-1500px","submitThanks": "Gracias por ponerse en contacto con el centro de soporte","formHeight": "590px","url": "http://soporte.company.com"}); FreshWidget.show(); The widget is show all right but if the user click on close.. and later i need to show it again but somet

brian_12682Apprentice

posted in Archives - Freshdesk

Freshdesk API not working with chunked Transfer-Encoding

When I attempt to upload an attachment to Freshdesk with chunked Transfer-Encoding, the request fails. It appears that you are running an outdated version of the nginx proxy that does not support chunked Transfer-Encoding (http://serverfault.com/questions/164220/is-there-a-way-to-avoid-nginx-411-content-length-required-errors).Request:curl -u user@company.com:password --header "Transfer-Encoding: chunked" -F "helpdesk_note[attachments][][resource]=@/path/to/file.jpg" -F "helpdesk_note[body]=Note content" -F "helpdesk_note[private]=false" -X POST https://domain.freshdesk.com/helpdesk/tickets/[id]/conversations/note.jsonResponse:<html><head><title>411 Length Required</title></head><body bgcolor="white"><center><h1>411 Length Required</h1></center><hr><center>nginx/1.2.9</center></body></html>

mfagalaApprentice

posted in Archives - Freshdesk

FreshDesk on OSX 10.10.2 Issues in Safari

Since upgrading to OSX 10.10.2 FreshDesk no longer works in Safari. I tried Private Browsing mode and still no luck. Any suggestions?

jhunterwuContributor

posted in Archives - Freshdesk

Notify Some Requesters on Ticket Creation

I've disabled notification to the requester when creating a ticket, but sometimes I really do want to notify the client, so what I do is just reply to the ticket, so that the requester gets the ticket in his mailbox. I've just migrated from Jitbit, where there was a check box next to the requester field in the ticket view. When checking this box, the requester would get notified. Is there a similar option in Freshdesk?

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