Skip to main content
  • EN

Using Freshdesk

CX and Customer Support

4885 Posts
L
Apprentice
luke.wildeApprentice
posted in Archives - Freshdesk
Browser history functionality broken on the helpdesk.

Hi guys,I've had a little search around and am surprised to find that no one else is reporting issues with the lack of working browser history when viewing tickets inside the help desk.Myself and other my other co-workers are having this problem and find it mildly inconvenient but hugely irritating!Is anyone else experiencing this issue?Thanks in advance,Luke

538
V
Contributor
A
Contributor
alex_10481Contributor
posted in Archives - Freshdesk
Paste in clipboard images from Internet explorer

Does not work from IE9, but does from Chrome/Firefox.  Not seeing this posted anywhere else, just wondering what the status is? Thanks!

555
V
Contributor
R
Contributor
rodrigo.pereiraContributor
posted in Archives - Freshdesk
Most recent solutions on customer home page

Any idea for implementing a listing like the 5 more recent solutions in the sidebar? Thanks.

655
R
Contributor
J
Apprentice
jenna_jeremiciuteApprentice
posted in Archives - Freshdesk
Time Sheet Report

Hi Support Team,When I group 'Time Sheet Report' by Date, the dates are scattered. I mean it starts with 17th October and the 1st October is somewhere in the middle. How is this even possible? I understand that I can change that when I export it to csv but I also need a proper view when I am on Freshdesk. We are using a few tools to report times and I need to be able to match everything.Thank you,Jen

511
annapoorna.venketaraman
Skilled Expert
R
Contributor
rinchContributor
posted in Archives - Freshdesk
Multiple Email Accounts

I see we can have multiple email accounts if we have multiple products in the form of support@product1.com, support@product2.com. But can we have multiple email accounts in the form of support@acme.com, sales@acme.com, bugs@acme.com ?

52314
M
Community Debut
E
Apprentice
ericgApprentice
posted in Archives - Freshdesk
Supervisor Rule Based On Ticket Creation Method?

 Is there a way to set up a Supervisor Rule that will trigger based on how the ticket was created?  For example, if the ticket was created by a customer sending an email to our support email address, I would like the Supervisor to set several fields in a certain way.  If the ticket was created by a customer using the web ticket creation form, fields would be set differently.  And if the ticket was created by one of my Agents, I would like certain fields to be set based on what Group the agent belongs to.  Is there a way for me to do this?

241
A
Contributor
T
Apprentice
tbeeseApprentice
posted in Archives - Freshdesk
Edit Overdue tags on tickets

 The Overdue tags are not applicable to our customer support requirements.How do we remove the Overdue tags, or edit the times.We want "Overdue" to appear only on tickets where one of our agents has not responded in more than 3 days.  Currently it appears to tag all inactive tickets as Overdue after 3 days.

5792
A
Contributor
T
Apprentice
torbjorn.hanssonApprentice
posted in Archives - Freshdesk
List Solution articles with a tag(s) with API

Is it possible to list solution articles with a specific tag with the API?

381
A
Contributor
J
Apprentice
jscottApprentice
posted in Archives - Freshdesk
Disable Paging the API?

Is there any way to disable paging in the API?I want to pull the data into Excel using Power Query but it will only pull the first 30 tickets.  I know I can you specify the page parameter but the tool doesn't support the ability to continue calling the API while increasing the page number till non results are found.

571
A
Contributor
R
Contributor
rsalmondContributor
posted in Archives - Freshdesk
Manage Solution Assets (images) Hosted on Freshdesk CDN?

Is there a way to see / manage / update all the images we've uploaded in one place?

422
R
Contributor
G
Apprentice
gmccaffityApprentice
posted in Archives - Freshdesk
E-mails from non-customers

We have been testing and found that when an e-mail comes from a non-customer using a domain that has not yet been entered in our system, the e-mail does not open a ticket. Is there a spam filter for our FreshDesk  technical support mailbox that we can access?

211
A
Contributor
A
Apprentice
aitchpkApprentice
posted in Archives - Freshdesk
Feedback widget: dropdown option creating weird scrollbars

I am trying to get rid of the scroll bar that appears next to our feedback widget if I use a drop down option.Image 1: If I end on a drop down menu, I get a tiny scroll bar to the right. Image 2 + 3: The form initially looks fine if I end on a single text input line, but a huge scroll bar suddenly appears when the drop down is selected.I was just wondering if anyone knows what is causing this weird behaviour? The form looks fine if I don't use any drop down menus, but they would be very helpful for supporting our users so we would like to incorporate them.Thanks for your time,Heather.

351
A
Contributor
D
Apprentice
deric.cainApprentice
posted in Archives - Freshdesk
Google User Not Automatically Signing On

Our organization uses Google Apps and I was under the impression that if a user was signed in, they would automattically be signed into Freshdesk. Is there something that I am missing here? Are there other steps that I need to take?

345
S
Contributor
R
Apprentice
robin.ramaelApprentice
posted in Archives - Freshdesk
basic integration with custom software

I had a few quesions regarding integrating Freshdesk with our own application.We develop, among other things ERP-packages for law firms and dental practices. We also provide phone support for these packages and are planning to upgrade our ticketing from our homegrown solution to a third-party application.Now. We would love to be able to have a client press a button in our application and have him sent directly to a view of their tickets and so, in effect, log them in ourselves from our application. Is that at all possible?regards, robin

281
S
Contributor
P
Apprentice
paul_10861Apprentice
posted in Archives - Freshdesk
View a ticket as the customer sees it?

Is there a way for an Agent to see how a ticket looks to the customer?(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)

632
S
Contributor
R
Contributor
rsalmondContributor
posted in Archives - Freshdesk
Anyone noticed their solutions page looking odd?

I had a user submit some screenshots of our support portal rendering badly every now and then. Here it's blank http://d.pr/i/3dLS, here it's right aligned rather than centred http://d.pr/i/fPaZ. I was able to reproduce this when it was reported by refreshing a whole bunch but didn't have time to debug the cause and now I'm not seeing it but users are still reporting it.Any one else seeing this? Suggestions?-Rob

272
R
Contributor
R
Apprentice
richard.parvassApprentice
posted in Archives - Freshdesk
Q: 3rd-party monitoring email creates new ticket on resolved alert

Our 3rd-party monitoring solution sends in emails to our support address which creates tickets as expected, but it also sends a "RE: alert" email when the issue is resolved which results in another new ticket. The reply alert doesn't know about the existing ticket number and therefore doesn't contain the ticket ID in the subject or body. The email does, however, contain information as to when the alert was generated, and also the word "RESOLVED". Would it be possible to configure Freshdesk to update an existing ticket when one of these alerts is received, and close it off? Failing that, could Freshdesk be configured to not generate a new ticket on the "resolved" email?

371
V
Contributor
L
Apprentice
luke.wildeApprentice
posted in Archives - Freshdesk
Newline characters are inconsistent when editing email templates.

After adjusting the default email templates I've found white space to be very inconsistent between the text editor on Freshdesk and the emails I receive.In Freshdesk's email editor:Viewed in browser (Chrome) on my Gmail client.Anyone else?

563
V
Contributor
R
Contributor
rodrigo.pereiraContributor
posted in Archives - Freshdesk
Can't use the "code" style on the editor (part 2)

Hello,I don't understand why the previous topic was CLOSED by FD.In reply to Vijay, I was complaining mostly that when the agent is composing a solution and applies "code" formatting, he doesn't see it. Only in the customer portal the code style can be observed. This makes it difficult to edit a solution, if the editor is not 100% WYSYWYG.Appreciate your comment on this.

301
V
Contributor
A
Apprentice
arthurrickyomegaApprentice
posted in Archives - Freshdesk
Double spacing problem

 I'm doing a company signature for e-mails and noticed that the signature part of the e-mails are double spaced. As can be seen in the image attached, the actual message I wrote is single-spaced but the e-mail I'm receiving is double-spaced. Help please!

444
V
Contributor
J
Apprentice
jenna_jeremiciuteApprentice
posted in Archives - Freshdesk
Ticket Tags issues

Hi Support Team,Please let me know how to remove 'Tags' from the 'Filter Tickets' section (please see screen shots attached for details). I have removed 'Tags' from where they were created within a ticket, however, these are still kept on the 'Filter Tickets' board menu. In Admin -> Ticket Fields there is no 'Tags' field and I cannot edit anything there.Please let me know if there is any other option to edit/remove 'Tags'. Please tell me there is such a functionality.Thank you very much.Regards,Jen

351
V
Contributor
_
Apprentice
_11188Apprentice
posted in Archives - Freshdesk
How to create a customer using the API

I can retrieve information with the API, but everytime I try to create a company I get: Name can't be blank. I've used the example from freshdesk.com/api and tried both with XML as JSON (my preference). is there anyone who gets this working?

281
_
Apprentice
M
Apprentice
matt_11152Apprentice
posted in Archives - Freshdesk
Incoming support requests are not working this morning!

All incoming support requests are not generating new tickets this morning!Help!M

191
annapoorna.venketaraman
Skilled Expert
M
Apprentice
mlsApprentice
posted in Archives - Freshdesk
What is new on Freshdesk

Hi Freshdesk Would it be possible to get at update on what's is new on Freshdesk, like the one you posted in announcements 2 years ago ?Kind regards Marie-Louise 

252
annapoorna.venketaraman
Skilled Expert
B
Contributor
budo.renContributor
posted in Archives - Freshdesk
iOS 7 Retina CSS Media resize issues

HiiOS 7 seems to scale incorrectly for the Freshdesk mobile GUI. Basically when you turn your device 90 degrees and back the rendered UI scales up and no longer fits in the screen area. Navigation becomes very difficult if not impossible.I had a good look around and updated the iOS but nothing improved, no user chatter either.Searching in developer forums turned this up. http://stackoverflow.com/questions/18950334/ios7-ignoring-retina-css-media-queries-background-sizeA fix appears to be posted too.RegardsBren

374
A
Contributor

Badge winners

  • Smooth talker (25)
    Carahas earned the badge Smooth talker (25)
  • Wizard of Creative Thinking (10)
    Carahas earned the badge Wizard of Creative Thinking (10)
  • Smooth talker (10)
    Carahas earned the badge Smooth talker (10)
  • Salud, Ideator
    travisbondhas earned the badge Salud, Ideator
  • Helping Hand
    taterealhas earned the badge Helping Hand
Show all badges
Terms of Use