Freddy AI Agent Unleashed: Drive Effortless, Always-On Assistance
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Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?
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.
Hello!So, I wanted to be able to use the webhook function to extract attachments from tickets automatically after a desired trigger action and either save them to a dedicated file destination or send the data to an application to immediately print pdf/xlxs files. I’ve been reading the documentation, but I think the “Using Webhooks” article might be outdated and would appreciate some help to make sure it works as intended. As I understand it, the JSON code would look something like this:{ "name": "Fetch Email Attachments", "url": "https://yourserver.com/webhook-handler", "http_method": "GET", "headers": { "Content-Type": "application/json", "Authorization": "Basic YOUR_BASE64_ENCODED_API_KEY" }, "payload": { "ticket_id": "{{ticket.id}}", "event": "{{event}}" }, "trigger_on": [ "ticket.created", "ticket.updated" ]} However, in the Trigger webhook section I don’t have an option to edit the body, so I can only assume that the website already has the function writ
Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/
When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page" Our url access is: rubika.freshdesk.com Can you help me please ? BR.
I’d like to forward a ticket, including the description, location ect. in forder for the external company to place a hardware order. I´ve setup the service item, workflow and everything is working, besides the information part. It won´t simply not drag the information over in the email. All above should be done without an supporters interference, and after the ticket is forwarded et will be resolved.
I’m looking for the best cloud telephony provider compatible with Freshworks CRM...
We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) { console.log('event.target :: ', event.target); console.log('event.target.files, ', event.target.files); const file = event.target.files[0]; console.log('file:: , ', file); var reader = new FileReader() reader.onload = () => { console.log('reader.result :: ', reader.result); // var base64 = reader.result.split(',')[1] // this.fileData = { // 'filename': file.name, // 'base64': base64 // } this.fileData.name = file.name; this.fileData.base64 = reader.result.split(',')[1]; this.fileData.file_size = file.size; this.fileData.content_type = file.type; } reader.readAsDataURL(file
Where can I see a list of all themes? Paid also.Why is this not built into the product?
Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line callsIn both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's?
Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe
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?
Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?
Hoping this is the correct place to post.Within a Portal, in the Ticket View page - I want to allow the user to resize the comment field when they are replying to a ticket. I have successfully managed to get this to work within ticket submission using the below CSS:---- div.fr-wrapper.show-placeholder { resize: vertical; } ----I cannot figure it out for the comment field, when replying to a ticket on the Ticket View page.Any assistance is greatly appreciated.
Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C
We are seeing email delivery latency with ticket creation, updates to tickets lately. It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.
