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Using Freshdesk

CX and Customer Support

4886 Posts
S
Contributor
sandyContributor
posted in Archives - Freshdesk
main ebay ecommerce channel inactive for 1 week!

It is incredible hpw freshdesk handles there issues, we have been almost 1 week without any support and dont receive any tickets anymore from our main ebay channel. This is ridiculous, as being unable to handle tickets for 1 week can be disastrous for the business. We havent received thousands of tickets already through this ecommerce channel. The only response they offer is that they are working on it. Not sure if other believe it is acceptable you helpdesk system is out for 1 week?

221
aravind.sundararajan
Skilled Expert
M
Apprentice
mile.mitsevApprentice
posted in Archives - Freshdesk
Helpdesk In-depth should reflect the customozible ticket statuses

 I think it would be very useful if the Helpdesk In-depth section adapts to the customized ticket statuses. For ex. I created new ticket status "Close and Resolved", but all the tickets with this status are shown as Unresolved.

121
aravind.sundararajan
Skilled Expert
C
Contributor
carlos.ferreiraContributor
posted in Archives - Freshdesk
Data Storage doens't work and it doesn't give any errors

I have a custom app which features data storage. It runs well locally but if i deploy it on freshdesk and the app shows up but i don't have any errors on the console, and the save data feature doesn't work because after storing data and reloading the widget the data is missing. Can anyone help ?

182
aravind.sundararajan
Skilled Expert
B
Apprentice
bigferumdronApprentice
posted in Archives - Freshdesk
What is the best way to use own images in theme customisation?

Hello!I am trying to change the appearance of my FreshThemes. I need to use my own image in footer and header. But I can't find how can I do this.I've read all documentation here https://support.freshdesk.com/support/solutions/71599 , but I can't find the answer. Of course I can include pictures from a remote server, but I think this is not the best way. So, what is the best way to use own images in theme customisation? I hope you can help. Thanks .

1682
aravind.sundararajan
Skilled Expert
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk
Ticket's To Do list: Auto-expand list or show number of open items

If a ticket has a To Do list item, an agent won't know it unless they push the arrow to expand the list. This is pretty primitive.

10012
aravind.sundararajan
Skilled Expert
J
Apprentice
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

121
aravind.sundararajan
Skilled Expert
J
Contributor
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? 

251
aravind.sundararajan
Skilled Expert
J
Contributor
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. 

241
aravind.sundararajan
Skilled Expert
V
Apprentice
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.

301
aravind.sundararajan
Skilled Expert
J
Apprentice
jomsas1122Apprentice
posted in Archives - Freshdesk
0650473979

Ok

100
J
Apprentice
J
Contributor
jhunterwuContributor
posted in Archives - Freshdesk
Rule Delay

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?

181
aravind.sundararajan
Skilled Expert
N
Apprentice
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

221
aravind.sundararajan
Skilled Expert
S
Apprentice
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?

121
aravind.sundararajan
Skilled Expert
R
Contributor
rodrigo.pereiraContributor
posted in Archives - Freshdesk
FD site template

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

281
aravind.sundararajan
Skilled Expert
A
Apprentice
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.

211
aravind.sundararajan
Skilled Expert
S
Contributor
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. 

244
aravind.sundararajan
Skilled Expert
S
Contributor
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?

385
aravind.sundararajan
Skilled Expert
D
Apprentice
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?

143
aravind.sundararajan
Skilled Expert
S
Apprentice
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?

1081
aravind.sundararajan
Skilled Expert
J
Apprentice
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)

232
aravind.sundararajan
Skilled Expert
T
Apprentice
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 

1101
aravind.sundararajan
Skilled Expert
M
Apprentice
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 ..

151
aravind.sundararajan
Skilled Expert
S
Apprentice
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 

401
aravind.sundararajan
Skilled Expert
J
Apprentice
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.

1794
aravind.sundararajan
Skilled Expert
N
Apprentice
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

521
aravind.sundararajan
Skilled Expert

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