Using Freshdesk

Agents with restricted group permission, seen in the Recently posted list all tickets, but can't read them. It's better to not show them at all. On this way we don't get questions from the agents like this "what are this for ticket, I can't read it?"

With the latest upgrade, the customer's email is pasted below our own reply. The cursor should begin above the signature like before but it is showing up in the last line of the quoted text. This should be fixed because it is a bit annoying having to scroll up and click every time we want to reply.

I find many small problems reported on the forums and I wonder when they will be fixed. Is there a new version coming soon? Everything just seem so quiet around here lately :(

Hi, it'd be nice if we can see which replies is from the support team. As of right now, there is no difference when you visit a topic.

When a ticket is created using the API, if any field contains an apostrophe the ticket fails. If the string is escpaed before sending it, the ticket is created but with extra slashes around the apostrophe.

Hi, Can we get a secure version of the Feedback widget? The non-https causes errors when used on secure pages. Thanks,Sam

If I type emailname@gmail.com in the search box, it returns nothing in the popup even though there are tickets associated with that email. If I put emailname@gmail. (without the "com") it works, but as soon as I type the "c", the results vanish.

Hi Viajy,   I brought up that issue a week or so ago, I need to further discuss  this matter as this is becoming a big problem to us. I can sort the tickets by "last modified" in ticket listing view and see in where the last action is which is fine .But when i have conversation with a client: reply- answer  5 times in an hour , I do not now if the action is on my side or it comes from the client and i have to open the ticket every 10 minutes or so to check if there is a reply . Again there is workaround : on the dashboard we have recent activity and you see clearly if it is a reply from you or you have been replied to. The dashboard is ok if you are not loaded with many tickets and it is becoming useless when there are many tickets or agents as the list become very, very long.   Good example of what we looking for is gmail and most of the mail clients: if you get an email in the inbox , gets highlighted, if you send replies t the email doesn't change, In this way you control the commun

This is the dropdown in the Ticket list page regarding a field I created.Brower is Chrome. Line height is too small.

Besides the floating button, is there a way we can use a common weblink to get the widget window to appear?Thanks!

I don't know if this is a smarty incompatibility or something, but when I paste the widget code right next another script between the head tags, I get this fatal error: Fatal error: Smarty error: [in header.tpl line 27]: syntax error: unrecognized tag: "queryString": "", "buttonText": "Support", "buttonColor": "#ffffff", "buttonBg": "#7cb537", "alignment": "4", "offset": "235px", "url": "http://xxxxx.freshdesk.com", "assetUrl": "http://assets.freshdesk.com/widget" (Smarty_Compiler.class.php, line 436) in /home/xxxxx/public_html/admin/libs/Smarty.class.php on line 1088

The URL link in each multiple product leads to an undifined page. For example: Instead of linking to: http://support.website.comLinks to: http://account.freshdesk.com/admin/support.website.com The result is a page with this message:The page you were looking for doesn't exist.You may have mistyped the address or the page may have moved.Click here to go back to home

How do I add a comment/solution to a ticket and close it in one action so that the user only recieves 1 email notifying them the ticket has been closed and listing the solution?

When clicking the "recent posts", new posts should be displayed first. For example, i just added to 2 new feature requests, clicked on the recent posts and had to go to page 7 to see them. This really defeats the entire object of recent. Based on the current setup it should be renamed to "oldest first" :P

I've noticed that after submitting a reply to a ticket, the note does not retain the same formatting as it did before it was submitted. Any ideas as to why this is happening?

I was wondering how customers modify their profile information. Your portal solution stated that users can modify their profile information from the My Info option on the Top Right corner. I couldn't find any My Info option anywhere. Just on a wild hunch I moused over my name in the top right corner of the page and a link was indicated. Clicked on that and - ta da! Ok that's very clever and neat but probably a little too subtle for our customers. I think you may need to come up with a more obvious link to the profile editor.

How can I change this? 12 days does not reflect the options set up in the SLA (I left them at their default values). Also, is it possible to specify when a single ticket is due by changing its date? Thanks.

I’ve been briefly testing various parts of the system and the only real deal breaker I’ve found so far is that files attached to an e-mail message don’t seem to be acknowledged anywhere in the notification e-mails that are sent out to various parties after a ticket has been updated. Maybe I’ve just got something in my notifications set up wrong, but when I attach and send via the web interface the file actually comes through as an attachment on the e-mail. If I attach that same file to an e-mail response and send it in, the file doesn’t get attached to any notification e-mails (but the attachment IS recognized and added to the ticket when viewed via the web). Sorry, kind of confusing to explain without seeing it in action for yourself. Again, could be something I’m doing wrong but I’m not sure…