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Using Freshdesk

Using Freshdesk

CX and Customer Support

4361 Topics

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nsaltzmanApprentice

asked in Ticketing & Agent Productivity

Not getting reply emails

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

RazorSkilled Expert

asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

anukritijApprentice

asked in API and Webhooks

GET request issue (API)

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

Elizabeth0716Apprentice

asked in How do I....?

Agent availability

Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.

viceperApprentice

asked in How do I....?

Associate Service Request with a Change Request via API

Does anyone know if it is possible to automatically create a Service Request once a change is pending implementation, and associate it with the Change that generated that request?

phsolvdApprentice

asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

asmarquis0Apprentice

asked in Analytics, Reports & Dashboards

Project Insight

Our business is currently using ADO and Project Insights to track agent time and resource planning. Engineers will put their estimated time in ADO for our weekly sprints and at the end of the week project insight is completed to total the time of each project (these include meetings, deployments, admin time, documentation) at the end of the week. Our leadership uses this information for resource planning and time spent. I have yet to find a good solution within freshworks to meet our needs. We have looked into project analytics as well as time reporting on tickets. The problem i am finding is that there is not a sufficient method that brings all of an agents weekly work into a single report. I’m hoping there may be someone here who had a similar experience and how it was solved to meet the business needs.

Anais HellwigApprentice

posted in Ticketing & Agent Productivity

CC recipients not taken over when replying to e-mail

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!

ian_kContributor

asked in Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

yogesh2003Apprentice

asked in How do I....?

Conversation Webhook

whenever new conversation is updated a webhook trigger and give me a all detail about conversationthen how to get all variable of conversation in webhook.please help me

RHBliksemsCommunity Debut

asked in How do I....?

Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this: How can we fix this?

ControlAltCommunity Debut

asked in How do I....?

How to turn off Recaptcha at the login screen?

Suddenly this week we started getting Recaptcha on our login to freshdesk. How do we turn it off?

Erakles73Apprentice

asked in How do I....?

Link to a specific note or reply in a Ticket (e.g: permalink)

Hi,I often need to refer a collegue to a specific note or reply in a ticket that has many notes and reply.In similar situations in other platforms, I can often find a permalink of sort, i.e: the url of a specific comment or piece of conversation. This URL is usually accessible by right-clicking on the timestamp of the comment.Is there anything similar in Frehdesk?If not? Do you plan to introduce it?It’s not very efficient having to say to a team-member, for example, “please check my 5th note in this ticket”, or “the second to last response from the customer” etc...

sakhlaghiApprentice

asked in Analytics, Reports & Dashboards

Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

DJLApprentice

asked in Portals, Emails & Other Channels

status page visible in self service portal

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

BonesawContributor

asked in Automations and Workflows

Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

alecordeiroApprentice

asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

JENNYMUNApprentice

asked in Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!!

acn084Top Contributor

asked in Portals, Emails & Other Channels

display ticket field to certain companies

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

tlichtenApprentice

asked in Ticketing & Agent Productivity

How to stop email replies

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

tsanderApprentice

asked in Ticketing & Agent Productivity

Agent Cannot Associate Ticket to Project

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc)

MacMurdoContributor

asked in Analytics, Reports & Dashboards

Custom Report \ View

Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Removing 'mark ticket as closed' button from Customer ticket view on the portal

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal. Anyone know if this can be done? It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks

spencerporchContributor

asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

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