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Using Freshdesk

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4798 Posts

markdavisContributor

asked in Analytics, Reports & Dashboards

Asset Data Range Dimension

Hey, Does anyone know how to make a report on Assets Warranty to capture all assets warranty expired to date? FreshService forces you to add a ‘Date Range Dimension’ which means you can only show the assets out of warranty within that date range (which is so stupid)… I would like to capture all active assets with warranty expired to date. Regards,Mark

CFFinder24Apprentice

asked in Automations and Workflows

Approval Email send to ticket Group

Been working on a ticket automation that ties into power automate, I’ve had about 90% complete for a few weeks with this one part failing for me. I have the ticket Automator built out shown in the screenshot, where it’s failing is sending out the approval, I don’t want to send it to the department head or reporting manager. I’m trying to have it send to one of our ticket groups, which is our security team. Tried setting it to be hardcoded to my email for testing and never get the approval, put our teams group and never saw that receive an approval email. Would love a simple way to finish this automation so aside from just assigning it to the security team, they are the ones to approve it. Automation and email

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

ITMikeSkilled Expert

asked in How do I....?

Data Source - all users including deactivated

Is there a data source that includes all requesters and agents including ones that have been deactivated? I have a service item that needs to be able to select a user even after they have been deactivated. They will not be the requester of the ticket just an answer to one of the service items.

Ross WoodApprentice

asked in Ticketing & Agent Productivity

Freshdesk Side Conversations

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent). The team who picks up that ticket will then reach out to the customer via email requesting documentation. The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk? I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

GeraldSkilled Expert

asked in Ticketing & Agent Productivity

Reply to ticket via email adds public note instead of reply?

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before. He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.

FreddyWApprentice

asked in Analytics, Reports & Dashboards

Analytics: sort or group by #ticket id

In Freshdesk Analytics i want in the chart configuration sort by ticketID.What are buckets and how do i use them?Thank you for your anwser.

crobinson-01Apprentice

asked in How do I....?

Add requesters name to ticket automatically

Hi there,Is there a way to add a requesters name to the ticket title dynamically. I was looking in Ticket Automator but can not find any field that would allow me to add a requester name to the ticket title. This would be dynamic and would just pull the request and place that into ticket titles. Thanks for the help!

KK3101Apprentice

asked in Portals, Emails & Other Channels

Hiding ticket types from the customer portal in Marina theme

How do I hide ticket types in the new Marina Portal? I am unable to do so. Can someone please direct to the code to be added here?

asked in How do I....?

customer privacy

How does Freshworks ensure the security and privacy of customer data?

Rizwan322Contributor

asked in How do I....?

How can I address issues with Freshdesk’s API when attempting to integrate with custom applications or systems?

Troubleshooting API integration issues with Freshdesk when connecting to custom applications.

asked in How do I....?

expedia service center nummber for USA only

Visit the Help Center: Go to https://www.expedia.com/service/.Log in: Access your Expedia account.Navigate to "Contact Us" [1-877-380-7770] Find this section for support options.Select Your Issue: Choose from the listed topics for tailored help.Use Chat or Call : Engage with the chat feature or contact for immediate assistance or call the customer service number provided.For 24/7 support, call [1-877-380-7770] (U.S.) or find the internationalnumber on their website. Have your booking details ready for fasterservice.

julia.aSkilled Expert

asked in Analytics, Reports & Dashboards

Limit for ticket data exports or exports per module?

Is there a limit in how many data exports you can schedule for the same module?I’m referring to the data exports under Analytics > Settings > Data exportI have already scheduled 5 ticket data exports there but if I wanna add another one it doesn’t let me select the module “Tickets”, it’s just not an option in this dropdown menu anymore:

KoenTop Contributor

asked in Ticketing & Agent Productivity

Pending status translation to dutch is incorrect

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

rjgaulApprentice

asked in Automations and Workflows

Sending email out to all asset owners who's asset status is "pending return"

I want to create a Workflow that pull a list of assets with the status ‘pending return’ and the email the listed ‘used by’ on the asset. the problem I’m running into is that ‘asset status’ is not something that can be filter by using a condition, but it can be filtered using the API and Web request. so I know have a string array with all the asset ID, I just don’t know how to use it since the all the action seem to require a string, and will not take a string array

N_odleApprentice

asked in Automations and Workflows

Onboarding ticket date automation

Hello! I’m struggling to create an automation for setting the due date of an onboarding request to two days before the “Start date” determined inside of the onboarding ticket. This is my current workflow: the date being passed is through the onboarding form date field. Any help would be greatly appreciated. (Note: The correct response is shown when using the test box in the expression builder, but the tickets are using our default 2 week due date)

Gowtham RajeshApprentice

asked in Apps and Marketplace Integrations

Local Oauth Redirection Issue

Hi Team, Currently we are experiencing an issue with respect to local Oauth Redirection. During our code coverage, even though the Freshworks Redirection url are configured in the Gong, the FDK platform is not redirecting properly. The current FDK version used is “9.1.2” for the code coverage. Please find the redirect URI configured in the oauth app below for your reference. Additionally, please find the error screenshot attached below: Can you please help us to resolve this issue?Regards,Gowtham

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Win with Marketplace: Explore the latest agent productivity app recommendations

Welcome back to our #winwithmarketplace series! In the dynamic customer support landscape, seamlessly transferring and synchronizing crucial data is the key to creating a cohesive information ecosystem. While you leverage Freshworks products to deliver an exceptional customer experience, you can leverage the Freshworks marketplace to find apps that extend your Freshworks experience. This edition unveils a list of top apps, chosen to help you streamline communication and collaboration, ensure real-time data sync, and more. As we dive into the third month, our spotlight shifts towards agent productivity apps. Asana Connect Managing a high volume of support tickets can be a daunting task. However, the Asana Connect app can help agents handle tickets more efficiently by automatically creating tasks in Asana from Freshdesk tickets. With the Asana Connect app, agents can create tasks directly from tickets, assign them to team members, set due dates, and add comments. This ensures that everyo

joshvengleyContributor

asked in Ticketing & Agent Productivity

Tag display in board view for Project Tasks inquiry

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

ZdebeerApprentice

asked in How do I....?

Freshdesk - No Outgoing Mails

Hi all It seems that we are having some trouble with our Freshdesk account not sending out emails from any of our agents. All emails show as “undelivered”It has been like this for almost a week at this stage.Looking at the support channels here, it seems that this may potentially be linked to our spam ratingAny assistance would be greatly appreciated Account: https://bothners.freshdesk.com/

sinocikidApprentice

asked in Automations and Workflows

How to turn off the Bot Chat

Because this AI Bot chat, I can’t click Save.

tylerh102Apprentice

asked in How do I....?

{{ticket.latest_public_comment_text}} placeholder is inlcluding text from email chain, rather than just the comment.

When using the {{ticket.latest_public_comment_text}} placeholder, it’s passing through the last public comment but sometimes also the content of the email chain. This causes very long blocks of text to be passed through which is very undesirable. When viewing a ticket in Freshdesk, email chains are automatically hidden and must be expanded to see, so Freshdesk can clearly tell what is a part of the latest note and what isn’t. Is there a way to use this or another placeholder without including the email chain? I am using these in an automation trigger and passing the JSON to Slack.

AdzContributor

asked in Analytics, Reports & Dashboards

Filtering Report based on Business Hours

Hi, I’m trying to create a report to show tickets created across our business hours, but it does not allow me to specify business hours or remove the hours that are not applicable, so instead of the report showing 7am - 5pm, it shows every hour of the day, despite no activity. Is there a way around this, as it doesn’t seem logical for this not to be possible?

EmarkeyApprentice

asked in Analytics, Reports & Dashboards

Widgets for least number of tickets by company name

I’m trying to add a widget to a dashboard/analytics showing the least number of tickets created in a specific period by company. This is to identify customers that have gone “dark” which may be an indication of dissatisfaction.

jamesmartinsjttCommunity Debut

posted in How do I....?

How CNAM Works in Groups

How CNAM Works in Groups Individual Lines: Each phone line (or number) within the group will have its own CNAM information associated with it. When calls are made from these lines, the CNAM data specific to that line is transmitted to the receiving party's phone. Exceptions: In some cases, businesses or organizations may use centralized systems or services where CNAM information can be managed centrally. This could involve configuring CNAM settings for all lines within a group through a telecommunications provider or PBX (Private Branch Exchange) system. Practical Considerations Configuration: To ensure consistent CNAM display across all phones in a group, businesses may need to configure CNAM settings with their telecommunications provider or through their phone system (e.g., PBX or VoIP service). Limitations: CNAM propagation is subject to telecommunications standards and practices, which may vary. Not all carriers or systems support the same level of CNAM management or synchroni

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