Using Freshdesk

We are just starting to use FreshDesk.  We will have about 8 full-time agents supporting 3 core products.  We expect about 200-300 tickets a day.  Initially, we will be using the mail-in tickets (from our "support" email at gmail).  Eventually, we will be building our solutions library and making a help-site available for online ticket entry.I'm a little concerned about the shear volume of solutions that we could potentially have.   Does anyone have any advice about selecting keyword choices?  I'm also not sure if something should be a canned response vs. a solution.  Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them.Any other "lesson's learned"  from other sites that have gone through their Freshdesk startup.

Hi Freshdesk guys,I'm currently on the 30-day free trial and I setup my domain to work with freshdesk (http://support.riverflow.in). I also created a Google Analytics property and added the tracking code to my support portal.I waited a couple of days, and analytics says the code is not implemented and it's not getting visitor's data.Any help is greatly appreciated.

Hello,1. Can I change this text and if so where?Dear Jimmy,Your Ticket #27 – Test1 – has been closed.We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.Sincerely,ecnordic Support Team2. Can I turn off so my customers do not get this incredibly annoying emails every time we set it as closed?

We have 3 agents and the three answered many emails today, but when I filter the Agent Report with today's date, it shows no results whatsoever.

Before the latest update, once we sent a reply to a ticket, we could then mark it as Pending, and thus waiting on the customer's response. Then, when the customer replied, it would change the ticket back to Open. This would then appear on our Open Tickets views and we could address the ticket.But since the update, customer replies do not change the ticket's status back to Open. Is there a way to resolve this? Is this something we must do manually? Why was this automation removed?

When trying to export from the ticket list or from the time report the CSV contains only the header line but no data. Anyone else getting this issue?Also Garden has "Advanced Reporting" With only 2 very limited extra reports I'm not seeing any real reason to justify the term "advanced" or the extra 50% jump in price.

I'm testing the helpdesk software, but I'm having problem with accents...See this exemple for ticket body:Nome: Rodrigo E-mail: rodrigosarmentobrant@gmail.com Usuario no Filmow: rodrigosarmentobrant O que tem de errado?: Informa̵̤es erradas Filme: E a vida continua Р[44899] Observa̵̤es: A data de estr̩ia ̩ 14 de setembro de 2012.

When trying to sort tickets by Ascending or Descending by date, the system will revert back to the original sorting after a ticket is responded to causing me to have to do the sort each time after I answer a ticket.

We've had a rule setup in Dispatch'r to auto-close tickets from a certain email address. It has been working fine until today. Now they are not closing. Our helpdesk is located at http://support.spolandsolutions.com/.

I don't understand the rationale for the workflow model that makes it impossible to change the assigned agent and send a note at the same time. But if you are going to logically separate these two, as you now do, then making changes in one side of the ticket screen should not destroy pending changes in the other side.

Searching the forums has unpredicatable behaviour. Some terms get found and some not, try searching for one of the feedback topics that contains 'ability to forward'. Also it doesn't show a 'No results found' message.

We just started using freshdesk and it is a refreshing experience :-)But what does the blue dot next to the ticket subject mean, which is displayed in the ticket overview?And why are some tickets subjects displayed in bold and others are not?Regards

Why would a customer use the forum to report a problem when they should really be opening a ticket so the issue can be properly tracked? What am I missing?And I cannot turn the Report Problems forum off.

I know what the difference between a public and a private reply is. Probably the customer doesn't know it, as all of his replies are 'public' in Freshdesk parlance.However, once a note has been made by a customer, the tool tip for the note says Public Note.I would recommend to change this to Note only, as it might be confusing the customer and make him think his reply is visible to anyone on the Internet.What do you think?

Either I've gone blind or the Satisfaction Survey is not available in the Sprout plan.Could some please advise me which is true?Many Thanks;-p

As far from now, I can point two things that must be improved in the alerts sent by email to those who are monitoring a specific thread on the forums: - The user should not be receiving alert of the own posts (just posts of other users)- A link in the email would help to get back to discussion as soon as possible :)

Hi,I've set up Jira integration. On the main setup page it tests for and accepts my password. But when i go to create a jira issue it says my password in incorrect.COuld you please adviseRichard.

Hello, a few months ago, I saw Harvest integration within Freshdesk.  This was a main reason I chose this service.  In the Admin of my account, I no longer see Harvest or Freshbooks integrations.  Am I looking in the wrong area, or did these integrations get removed?  If so, how would I get them back as I rely on my team making entries into Harvest directly from the tickets they are working on.Thank you in advance for any help or guidance you would be able to provide.Best regards,-Jay

Hi,When submitting a time entry to Harvest using the Harvest widget in Freshdesk, any apostrophes in the comment text will cause fail. I don't know if this is the case for any other special characters.Regards,Fintan

I have tried both .png and .jpg picture file attachments within Solutions, Forum Posts, etc and they do not populate except with a square box and a ?.  This happens whether I add the pic file with the WYSIWUG or as a file attachment.  Is there a proper way to insert pics so that the picture file appears in the posts?

Hi The Search Button (Magnifer Icon) does Not Work when you click on it.

Hi,In the admin area under "Multiple Products" there is a bug when linking to the support portal links.It displays the correct link (support.mycompany.com) but when clicking it, it goes to: https://example.freshdesk.com/admin/support.example2.net instead of just suppot.example2.netThanks

Hi, I think this is a minor big which started around the time of the latest updates. We are getting 2 identical emails (as agents) to say "new ticket assigned to group"

Hello, With ZenDesk, I am able to place a call in the subject line i.e. {{status=closed}} or {{assignee:someone@yourcompany.com}} to change the status of a ticket or assign it to someone. There were quite a few calls for thier email api, and I find it very convienient. Is this or anything similar available in Freshdesk? Thanks in advance, Nick

Sorry, probably a really obvious question but can someone confirm what I set the "host" as when editing the SPF record in my DNS settings for my domain? I set the value as:v=spf1 include:email.freshdesk.com~all It wants me to add a subdomain as the host. e.g:"what do i put here".mydomain.com I presume it's the same subdomain i have set for the portal? (in my case "help") Or should it be the same as the CNAME for email (in my case "mail")?