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Using Freshdesk

CX and Customer Support

4886 Posts
P
Apprentice
paul_10861Apprentice
posted in Archives - Freshdesk
Inappropriate new tickets from email replies

Two problems that may or may not be related.My client using FD forwards tickets to a 3rd party partner. Their support system inserts "[partner-support]" in the subject, and our FD is treating this as a new ticket submission rather than a reply to the existing ticket. This is the subject the 3rd party received from FD:Subject: Ticket Received - [#91] Re: [partner-support] [#90] Bug in blah block, la de la not reported in statusA reply from a customer on an existing ticket generated a new ticket. This is the Subject the customer received: Subject: Ticket Received - [#94] RE: [#87] FW: Question regarding blah blah specI do have what I think is the correct syntax in our notification templates, i.e., "[#{{ticket.id}}]". Some tickets are working correctly.Any suggestions? Is it entirely this syntax FD uses to decide on adding a note from the reply vs. generating a new new ticket?Thanks.

827
aravind.sundararajan
Skilled Expert
L
Contributor
lbarclayContributor
posted in Archives - Freshdesk
Filter View dropdown disappears

 Intermittently during the day, as I go through tickets and back to the main page, the dropdown for the filter list will just disappear.  I can Ctrl-F5 to reload the page and it comes back, but why is it disappearing in the first place?Here's what it looks like when it's missing:And after Ctrl-F5:Browser: Firefox 37.0.1O/S: Windows 8.1

6611
aravind.sundararajan
Skilled Expert
C
Apprentice
christian.online93Apprentice
posted in Archives - Freshdesk
Slack DM's end up in wrong conversation

Hi,   DM's from freshdesk to slack are not arriving in my personal channel. They end up in a private conversation with another user, so he receives and can read my freshdesk notifications too.   With best regards, Fip

162
aravind.sundararajan
Skilled Expert
J
Apprentice
jleonardiApprentice
posted in Archives - Freshdesk
Agent email messing with delimiter functionality

 My account has 3 agents associated with it. When a user submits a feedback ticket, it creates it in Freshdesk and sends the same information to the agent's emails with the delimiter for us to send back to Freshdesk. Since the agent is submitting the email back to freshdesk, it reads the information inside the delimiter and populates the ticket fields with the information.This worked perfectly fine as it always has until last Wednesday. All of a sudden, anytime the agent replies to the email, the delimiter vanishes in the ticket notes in freshdesk as if it reads the data like normal. Problem is, the values don't populate the ticket fields. Nothing happens, nothing changes, thus the ticket doesn't update and all the fields in the ticket remain blank.After a lot of testing, I figured out that the problem is the signature & footer of our emails. When we click 'Reply' to the ticket in our Microsoft Outlook email accounts, our personal default signature and company footer automatically

411
aravind.sundararajan
Skilled Expert
Z
Apprentice
zaibApprentice
posted in FreshThemes Gallery
freshdesk template functions

I'm creating freshdesk theme, how to find all template functions, lets suppose i want to add logo, want to add some conditions how can i do that. is there any template guide line or predefined functions?

632
aravind.sundararajan
Skilled Expert
S
Contributor
stephane.perrenoudContributor
posted in Archives - Freshdesk
copy login code to homepage

Error with login form when we add code from login page to homepage.

203
aravind.sundararajan
Skilled Expert
B
Contributor
bradley.pallisterContributor
posted in Archives - Freshdesk
Multiple requesters using the same email address

There are a number of our customers who send in emails which is causing us major issues:For example -John at ABC Company sends in an email from enquiries@abc-sampleco.comWe then get an email from Adam at the same company, and from the same email address, enquiries@abc-sampleco.comUnfortunately the contact is already set up now as 'John', and so when Adam sends in the ticket, he gets a response back from our support guys, addressing him as John.There then becomes confusion as to who our support guys should be speaking to about each ticket, John or Adam...Any sensible suggestions or is this a bug experienced by others too?

1013
aravind.sundararajan
Skilled Expert
T
Apprentice
t.karunaratne1Apprentice
posted in Archives - Freshdesk
Removing SSO Double Registration

Is it at all possible to use the user's login credentials from our websites to log into our FreshDesk help desks? As it is, it's quite confusing for the customer to register for our website, then register again for the help desk.I found the topic below from some time ago that offers a solution to this problem, but I'm not sure what I'm supposed to do with that github file.https://support.freshdesk.com/support/discussions/topics/6478

291
aravind.sundararajan
Skilled Expert
L
Contributor
lbarclayContributor
posted in Archives - Freshdesk
Numbered list cuts off to the left when copied in from other sources

When copying in a numbered list, for example from an Outlook email, the numbered list items display too far to the left, off the screen area.  For example, from a Word document, I have:When I copy the entire set of text into FD, I get:Sometimes when it copies into FD, not only are the numbers missing, but the first few characters of text.

354
aravind.sundararajan
Skilled Expert
C
Apprentice
chrismorris1396Apprentice
posted in Archives - Freshdesk
unable to sign up

when i go to https://freshdesk.com/signup then filled all the entry but after that i got error messages like" domain not ready " so do you have any solution for it or not???

522
aravind.sundararajan
Skilled Expert
A
Apprentice
andrewrogersApprentice
posted in Automations and Workflows
Response to a deleted ticket should open or fork it

It appears that if we delete a ticket and a customer replies to it, the reply is appended to the deleted ticket. It's hence never seen or noticed for action.Would it not be better for it to fork the response into a new ticket? or restore the ticket?Is there a setting or a work around to change this behaviour?

1701
aravind.sundararajan
Skilled Expert
R
Apprentice
renatoApprentice
posted in Archives - Freshdesk
Removi o Acesso de Administrador do Sistema

Por equívoco estávamos gerenciando as contas e privilégios do sistema e acabamos removendo o acesso de administrador do login correspondente. O sistema deslogou e agora não permite mais que voltemos.O que temos que fazer? Não deveria haver um bloqueio que não permitisse que esta ação fosse concluída? Ou seja ... não permitir que o mesmo administrador pudesse efetuar a troca do seu próprio status em sessões ativas?

172
aravind.sundararajan
Skilled Expert
E
Contributor
e1612506Contributor
posted in Archives - Freshdesk
Cannot paste using Opera browser

We are unable to paste data using Opera browser. About half our staff uses Opera browser, but we all have to switch to IE just to use your product. Given that Opera is 100% standards compliant, what method are you using that isn't compliant? Do you have any plans in the future to make your software compatible with browsers other than IE?

1005
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Community Debut
D
Contributor
denise.williamsContributor
posted in Archives - Freshdesk
All Ticket Feature

Now why do I have to enter a time period to view all the all tickets?  Before, all you had to do was click backwards or forward and now?Now the select time period date range has to be edited.  Annoying.  Can you folks stop changing things about Freshdesk that actually work? Stop it. 

181
aravind.sundararajan
Skilled Expert
M
Contributor
megan.robesonContributor
posted in Archives - Freshdesk
Aging Report

 Does Freshdesk have any aging reports that tell me how long my open tickets have been open?  I am not seeing them and want to make sure I don't miss them before I try to create something. If someone has a suggestion on how to create this, it would be much appreciated.For example, we have 100 tickets open.  75 have been open 1-2 days, 10 have been open 3 days, 5 open 4 days and 10 open 5+ days.

5731
aravind.sundararajan
Skilled Expert
K
Contributor
knielsenContributor
posted in Archives - Freshdesk
I need a "Project Manager" field...

If I create a field where a project manager email address can be entered, is it possible for that person to receive emails at certain points the way the Agents do? What I would really like is to be able to choose a Project Manager (or main Agent) from the agent list, but it looks like this isn't possible?

161
aravind.sundararajan
Skilled Expert
A
Apprentice
abra.deihlApprentice
posted in Archives - Freshdesk
Need CC'd recipient to be able to view attachments simply, without logging in as Freshdesk user

Hello there,  We are using Freshdesk to function as email flow management in receiving large quantities of Sales orders and purchase orders, as opposed to as a ticketing system/helpdesk. It is extremely important that we have the ability to CC agents out in the field to keep them in the loop about orders received (which are viewed as attachments), normally, as in a regular email, without them having to jump through hoops with log ins and us having to add them as users. Does anybody have feedback about how to make this work? Thanks.

571
aravind.sundararajan
Skilled Expert
T
Apprentice
tpittardApprentice
posted in Archives - Freshdesk
Remove agents ability to assign tickets to other agents

Is it possible to remove agents ability to assign tickets to other agents

2161
aravind.sundararajan
Skilled Expert
D
Apprentice
dcarreiraApprentice
posted in Archives - Freshdesk
Merge Dependent fields with user input fields

Hi, I am trying to adapt the tickets form to the company needs, i am having a bit of a problem: I would like to create a ticket form, where i could using dependent fields and also receive input from the client  as a number according to to the chosen field. Is this possible? With best regards, Diogo 

251
aravind.sundararajan
Skilled Expert
D
Apprentice
dcarreiraApprentice
posted in Archives - Freshdesk
Subtitle automatic filled with user input on a different field

Hello, For each ticket i need to fill a subtitle with some basic information. However, to avoid overload the user with many fields and keep consistency, is it possible to grab the user input from some number field and fill the subtitle automatically?With best regards, Diogo 

191
aravind.sundararajan
Skilled Expert
D
Contributor
dennisContributor
posted in Archives - Freshdesk
Insert link bug?

   Since last week we have a strange problem inserting a link in a message. When I click the link icon and choose "Insert link", the whole screen fades out to allmost white and there is no popup anymore to insert a link... But sometimes it works without a problem. (on the same computer, same day... just a few hours later) Now we can't insert links anymore... and we use this function a lot.

243
aravind.sundararajan
Skilled Expert
D
Apprentice
dhruv.mahajanApprentice
posted in Archives - Freshdesk
Redirect to Freshdesk.com from Salesforce.com

I am trying to redirect to Freshdesk.com from Visualforce link.I have Name,Email and Hashcode to redirect and login to the freshdesk.com and below is the URL that i am trying to redirect    http://sample.freshdesk.com/?name=Arun+Bhatia&email=Arun.bhatia%40xxx.com&hash=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease help as I am not able to successfully login.ThanksArun

141
aravind.sundararajan
Skilled Expert
T
Contributor
tim_12851Contributor
posted in Archives - Freshdesk
Has something changed with Webhook calling this week?

We are getting numerous reports of webhooks failing with e-mails like following:Hi,The Observer rule you configured to send API request to [URL FOR WEBHOOK] has failed after several retries. Please check and reconfigure the rule to avoid any loss of communication.Rule: Notifier Webhook ([URL FOR OBSERVER RULE])Regards,Freshdesk SupportThe problem is I can check my log files and see that the requests were received and responded to with a response code of 200.  But, the Freshdesk side keeps re-sending them (retrying according to Freshdesk) which is causing the action to occur over and over again.  In this case it is a custom notification script that sends out email notifications to others at the customer to let them know a ticket was responded to and they are getting the notifications over and over, once per each "retry" from Freshdesk.

421
aravind.sundararajan
Skilled Expert
A
Apprentice
albutler1Apprentice
posted in Archives - Freshdesk
Change to users email addresses affecting ticket visbility.

Hi, Recently, our company instituted a policy of changing agency staff to have some additional letters in their email address's. Lets say the letters were cw. As an example:someone@companyname.com becomes someone.cw@companyname.com Since the change, our users have reported that they for example, cannot see tickets that they normally see in FreshDesk. The emails in FreshDesk are likely fed from other systems, so the email addresses would have changed in FreshDesk as well. Is this a known behaviour? Why should email address affect ticket visibility?

261
aravind.sundararajan
Skilled Expert
S
Contributor
sbeesonContributor
posted in Archives - Freshdesk
Contingency for outages like today?

At the very least, something needs to be done about the phone system.  When I tried calling support it just said something like "This application has malfunctioned, goodbye".

181
aravind.sundararajan
Skilled Expert

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