Using Freshdesk

Hello,Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:Cust sends a request at 8:00 AM FridayAgent responds with a question changing the status to waiting on customer(a non counting SLA status).Agent is off Saturday and Sunday but there are other agents in the office so we are open.Cust responds on Saturday at 10:00 AMAgent responds back at 8:00 AM MondayDid the SLA timer run the whole time from Saturday to Monday?

In our use of the portal, we’ll allow every user an access to the tickets of his company (even if he didn’t create them himself). We work with client teams, with everyone having something to bring to the table: it’s important that they have acces to all tickets.In order to do so, there is a tick box in the contact details “Allow this contact to view all thys company’s tickets”. This is a painful process, to tick all this boxes. And when a new contact is created, it needs a manual action from ou part tohave an operational portal.So I suggest that there’s a dedicated setting in the Portal admin settings, that allow this behaviour to be the default one.

Hoping someone can help. We are a data centre company and have racks associated with customers.When customers want to visit their rack, they need to raise an access request (service request).The service request asks for the date and time of the visit, along with the customer details.The request notification is sent to the security desk to validate their entry upon arrival. Our customers are “contacts” which are assocated with the customers “company”. When a ticket is created, the customer doesn’t always know the racks (assets) associated with their account.I’d like to create a workflow that automatically searches for all the racks associated with that contacts company, and appends the rack ID to the ticket. I believe the process could be achieved by creating a webhook post that looks up assets, but am struggling to understand the API documentation. So in essence, the logic would be:

As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket. The auto-replies add no new information. How do I hide them? ThanksMat

Hi all- I’ve found some topics on this already, but the answers aren’t working for me. I want to update this section of the login page:Instead of having “Are you a customer?”, I want it to read “Do you have a WUSTL Key?”This is what I have tried so far on the login page:<script>jQuery(document).ready(function(){jQuery('.customer-login-link span').text("Do you have a WUSTL Key")});</script> It hasn’t changed anything. Can anyone advise please?

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards 

When a user attempts to create a new ticket -- the recaptcha images appear broken but are really just in too small of a div or table. See image below. This happening to anyone else? Anyone have a fix or ETA?  

Hi. We have some articles which are more important for certain keywords than other.For example if someone types iPhone, then the Enrollment articles should be on the top.How can solution articles be promoted to be displayed more prominently? (search optimization) 

Our company does a lot of service tasks for B2B customers, and they often have more than 1 item for us to service.  I have not been able to find any way for us to record these items in Freshdesk without having us type the items into the description box or any other free text fields. I would like to have a way we can record all items, AND draw reports on them. Anybody have any idea?

Is there a way to hide dropdown choices in a ticket field based on the requestor’s company segment? In our ticket form, we have a Type field that determines which sections are shown. Only our Distributors company segment should be able to select the New license option. 

Anyone know how to change the label “Agent” to something else? Normally, I wouldn’t care about this, but I work in real estate so our “agents” are actually our users. We’d prefer it be labeled “technician” or similar to avoid confusion.

Hi peers. I’ve been extensively trialing the only product I found to be suitable for our tiny 2 admin service company - TRENGO and have been impressed. Just before buying what will be for us the biggest investment of this kind I did another search and found FRESH. I can’t spare anbother 2 weeks of my time trialing this as the trengo trial has already disrupted us in a bad way. From what I can see straight away is trengo is double the price however they are on hand on whatsapp to answer anything which is a big thing for a novice user. This support does not seem to exist here - I called UK support and did not go through. Help articles take longer to explore and often the key pieces are much quicker to get to just asking someone who knows.We can get over this obstacle and learn ofcourse but here comes the second issue: Fresh offering at glance is convoluted, I basically want an omnichat but here I am being thrown about 12 different products at me all with similar name. 

Is there a way I can autofill the CC mail when a user click on the forward btn?I found it can be done through workflow action, but it works only when you click the reply btn?

The “out of office scheduled” banner hovers over the ticket properties Apply button and there is no way to move it. If you want to click Apply, you have to revoke the out of office schedule and then re-apply it. This is terrible user interface design and yet another epic fail for Freshdesk. Please fix this! See the screenshot below, showing how the window looks before and after revoke. 

In Freshdesk, is there an option to have smiley face in satisfaction surveys? I see that it is in Freshservice but I don't see how to do it with Freshdesk for clients. I think that this option of the faces is much more focused on Freshdesk and customer service, when can we have this feature in Freshdesk satisfaction surveys? It is important in the eCommerce channel to improve the CRO, among other things.I await your response,Thanks a lot!

Bonjour, Nous souhaitons mettre en place la base de connaissance sur notre portail d’assistance.Notre portail Freshdesk est accessible depuis notre logiciel via un lien avec un secret.Cependant nous ne souhaitons pas que tous les utilisateurs puissent créer des tickets.Mais juste consulter la base de connaissance.Cela veut dire qu’il faut faire 2 portails ?  ou avez vous d’autres solutions ? Merci d’avance

I want to see the CC button on the submit a ticket page when I select "Can CC Only company contacts" from the ticket fields.  I checked the Display CC Field check box from Ticket Fields. I can not see the Add CC button when I check my ticket form. Note: If I select the “Can CC any email address” I can able to see the Add CC button in ticket form.When click the “Can CC any email address” But I want to see the Add CC button when I select “Can CC only company contacts”.

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success. 

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

One particular user has mass spammed our support email address 2 times in the last 2 weeks.  For the first one, I contacted FS support and after a few days, they realized the user was blocked and had to manually unblock them on the backend.  I thought the issue was on our side until it happened again and realized it is some type of loop or issue on the FreshService email side.  4 days have passed, and support is lacking on helping.  The user is a VIP and needs to open up tickets via email for their processes but is blocked.  To explain further, the user opened 3 tickets last week, no issues.  The 4th one was opened via the support email address which forwards to the FS email.  In 8 minutes, 142+ emails flooded the support address along with all the users who were CCed.  As soon as FS blocked the requester, all emails to everyone stopped.  After troubleshooting with the user, the first time it happened, it was sent with Outlook via a Macbook.  The second time, an iPhone via th

I receive this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried it multiple times and allways get the same error message. At this time, I received this error only for two email addresses under tone specific domain. Direct mails to this address via outlook works fine.Any explanation or solution to this issue. Thanks.

I have a problem with forwarded email from agents. I’ve enabled the option “For forwarded emails, use original sender as requester” as explained in the article https://support.freshdesk.com/en/support/solutions/articles/208268-using-sender-s-name-as-ticket-requester-in-forwarded-emails but when i forward a mail received from a customer (i’m an agent) to our support email the ticket is created with my name and address as requesterHow can i solve this?

Hello,It is possible to change this default approval description? 

HiI am hoping someone can help. We are using email commands (@simonsays) to log tickets from emails populate fields such as category, group etc. These emails come from another system so we dont want to use the from address as the Requester. We achieve this by using the email command to write the email address as a string to a custom field and then use a Webhook to copy this text to the Requester field as below. This all works well.However we now have a requirement to add another email to a custom dropdown list that is also using the requester table. This dropdown is called “Person_Search” I am completely stumped as to what I need to put in the Webhook to replace the “email”. I have tried “Person_Serach”, “Person_Search_Email”, “lf_Person_Search” (and all the other endings and also. { "custom_fields": {

Can somebody help me setup the email forwarding feature?I have tried for the last 24 hours without success.I can do a Google Meeting anytime if you are available.Thanks!