Using Freshdesk

Hello community,the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.Thank you very much.

Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject:  “Ticket <ticketnumber> has been assigned to <agentName>}

When one of our agents creates an internal ticket (so his own name as requester) our internal customers cannot see these tickets.Our company name is CONTOSO.Internal customers (so not agents) cannot see these tickets like our customers can for their own company. (Collaborator is not a solution)We can assign the ticket to a dummy internal email so that it gets assigned to our internal company name (best work-a-round so far) however the requesting agent doesn’t receives replies anymore when another agents replies to the issue. There are workaround for this also, but what would make more sense is, that if some from @contoso.com creates a ticket, agent or internal customer alike, the ticket gets assigned to the corresponding company CONTOSO. This would also fix issues in empty company names in analytic reports.How is this supposed to work/e.g. how can I get the agent created tickets (where an agent asks support) assigned to a company

In testing this new feature (which I am very excited about) I noticed that the emails do not show directly in the customers inbox, rather they get filled away and filtered out. Any ideas on how to fix? I’ve had to resort to mail merge to ensure our customers see emails and would love to take advantage of this feature - but it’s a low hit rate for me. 

There are people in my organization that are agents but that can also send tickets in.  If I have them specified as an agent, and then also try to give them a contact record, I receive: When I click on “View contact” it takes me to their agent record. It looks like in the past that my organization gave them other email addresses (either aliases or dummies that didn’t actually exist) but what is actually the best practice for doing this? Thanks!

We service customers from many locations. We need to copy the shipping information from their ticket into our ERP to ship them parts. Is there any way to have ticket fields with formatting. Phone number = (123)456-6890Address Is:Addr1Addr2CityStateZipvs one large text box.Force all fields except email to be uppercase.

Is it possible to bulk-import a list of websites to monitor in freshping?(“Blossom” plan paid account)

I will export my company list, delete the companies I don’t want to update (leaving the column headings/field names intact), make my updates, then do the import.  The process seems to have a hard time figuring out what fields map with what fields (see attached), even though I haven’t changed the field names or even the order of the columns. I change all the Any dropdowns to the correct field name (again it matches perfectly with what it’s called on the left side) so I can import and ensure the right data goes to the right fields. Why is that?

In Freshdesk serverless there is onTicketUpdated, in Freshdesk webhooks it is possible to listen for a ticket update. However, it is possible for an admin to bulk update tickets. For example change multiple tickets’ assigned agent. How do I listen for those bulk changes using the Freshdesk API?  

We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help. 

So I am relatively new with Freshdesk.  I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect).  The challenge is that when someone else in that distribution group replies, a new ticket is being created each time.  So for my case I have a ALL group that is frequently used to send notifications to all employees.  When employee A sends the first email it works as expected.  A ticket is created in FD, and that employee is set as the client.  The issue comes into play when Employee b responds.  When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD. This also happens with when the ALL group is CC’ed on a reply in a ticket.  Any reply back is creating a new ticket.

When a new ticket is created through support mail.I want to trigger API to my backend to fetch details and populate my custom fields on FreshDesk.

How do I remove this unwanted banner notification from the tickets view as there is no close button? 

Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email but the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.Thanks.

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers. 

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

Hi,Is there any way to redirect a ticket to group, when a specific email is mentioned in “to” email address. 

Hello,We want to add the ticket type to the ticket list view to make it easier for our customers. Can someone help me customize the portal to include this? Right now, it displays as such:Ticket subject #ticket IDCreated on date via ticket source

Whenever one of our representatives makes an inward ticket (so his own name as requester) our inner clients can't see these tickets.Our organization name is CONTOSO.Interior clients (so not specialists) can't see these tickets like our clients can for their own organization. (Colleague isn't an answer)We can allocate the pass to a faker inner email so it gets doled out to our inside organization name (best work-a-round up until this point) but the mentioning specialist doesn't gets answers any longer when one more specialists answers to the issue. There are workaround for this likewise, yet what might seem OK is, that if some from @contoso.com makes a ticket, specialist or interior client the same, the ticket gets alloted to the comparing organization CONTOSO.This would likewise fix issues in void organization names in insightful reports.How could this should function/for example how might I get the specialist made tickets (where a specialist asks support) doled out to an organization

I am reviewing Fresh Desk for a college project, and I need to include some User Reviews. Would someone please share their Fresh Desk experience with me? 1. How long have you been using FreshDesk? 2. Do you have any concerns about security when using FreshDesk? Email security, phone security?  3. What do you like the most about using FreshDesk? 4. Do you use the M.S. Teams with Facebook? 5. Have you created a knowledge base for your clients so they can help themselves? 6. Lastly, do you use Canned responses to save your agents the time of replying to common questions?

In freshservice we've noticed that the User/Requestor can't see the tasks which we as Agents assign to that ticket.A ticket could have lets say 10 or more tasks for that one request and from a communication stand point it would be really beneficial to allow the User/Requestor access to see them.

First post here on Freshworks so a Big “Hi” to All!Also, apologies if this topic already appears elsewhere - have searched!OK - our Sprout account was opened some 4 years ago and is in daily use. The admin that set up our self service portal content has left and we wish to edit this content. Although the Portal is “active” - viewable by users - there doesn’t appear to be a way to edit the content.If there is a mechanism to do this - I may have missed this option - could you please let me know? Thanks. David Williams - Extinction Rebellion UK 

Hi,I enabled the chat on Freshdesk portal but I just want it available for logged in users.Is there any setting or solutions to do it?ThanksTrung.Le