Using Freshdesk

Hello,we would like to merge two Freshdesk organizations. What is the best way to proceed here? kind regardsJan

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts. 

Hi,Now storing a lot more “solutions” for our help desk staff.  What provision or options do we have to make sure we do not lose all these valuable notes?  I see an export to xml but not very user friendly and would have to remember to periodically download and store the data. Thanks,

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that.  

I have a WordPress site with Gravity form integrated with fresh-desk. All the data are properly coming through the website to the Freshdesk portal but the issue is that whenever the user field one form it creates 2 tickets in the Freshdesk portal. Not sure why 2 tickets are created, it should be only one.

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

I am working with a student housing business and I'm struggling to implement automation for certain mundane tasks. The student housing business is a middleman between the student and landlord. Sort of like an airbnb but multi unit buildings. One primary nuance is my inability to set up some type of trigger that would be set into action upon a response from the multiple landlords who manage the apartment buildings. Some of the buildings have an ever changing list of room availability and the landlords do not have systems in place to track the room availability (inventory) in real time. To be able to effectively provide up to date availability to students, there needs to be a way to retrieve availability from the landlords, sometimes daily. But it has to be a very simplistic method for the landlords. Perhaps availability can quickly and easily be updated by the landlord If an email could be sent with an imbedded API capable form consisting of tickable radio buttons followed by the var

How do I edit the Freshdesk ticket Summary field if another agent originally entered it? One of my colleagues is away this week, so I took over his ticket and set myself as the Agent. However, when I went to update the Summary that my colleague had originally entered, the Edit button was invisible. That makes no sense. I’m now the agent on the ticket. I should be allowed to edit the Summary. Please tell me how to do it, or please fix it if this is a bug. This is a very common use case.

When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why the heck do you have this 15 minute buffer? It makes utterly no sense.

Does the Freshdesk “email” editor have a format painter button like Outlook’s excellent email editor? I couldn’t find such a button in Freshdesk. See screenshot below. We need this functionality. It is a time saver. 

Hi -  Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields"  A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be?  I cant see them on the mapping or original csv I'm importing.  Do I add them?  Kindly clarify, confusedly, Jason

I have Enterprise plan and use Freshdesk REST API v2. When I trying import of file to message that was created by a customer(not agent), Freshdesk API returns error with status 403: {"code":"access_denied","message":"You are not authorized to perform this action."}. How I can import attachments for such messages? 

how to import my domain (Companie) mail id into freshdesk as contact

As the account admin I “Create[d] an XML file with all [my] data from this Freshdesk Support Desk account.” at Admin >  Account Settings > Export Data. I now have a .zip file that contains .xml files for tickets, users, groups, companies, and solutions. This is perfect, but I want to be able to import this back into my Freshdesk Support Desk account after making a change to the .xml files. Please see my comment below for my attempts.

Hey guys, A few weeks back I managed to get >90% of out last few years Zendesk tickets imported. Just finished the code to convert phone calls to tickets so I thought I'd import the last 3 weeks tickets, comes to ~250 so not many. It doesn't seem to import any of them! They all error with: "It should be one of these values: '[our list of call types]' I'm hand checked the Zendesk tickets and for the most part they do have a call type that matches the list in Freshdesk. I must be missing something if the import worked fine last time. Regards, Andy

Looking to hear from users who have successfully migrated from Zendesk to Fresdesk. I am going to try it on a test account, but my only current concern is that users or other agents are going to be spammed with notifications and emails when I move our old Zendesk account to the active Freshdesk production environment. Any insights on this process and ways to minimize disruption to a production environment would be appreciated. Thanks,

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

Solved

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable!  ✅ If you missed it or want to watch it again, get to it! ✅  Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empath

Hello,I have just confirmed with support that there is zero difference between Dispatch’r and admin/automations/ticket_creation. As a new user I find it really confusing that there are two parts of the application that do identical things.If the product roadmap going forward is to keep the Admin → Automations screen (and treat Dispatch’r as old) then please consider:Working with existing users to migrate their existing Dispatch’r logic into the new view and letting them know where to find this logic Hiding the Dispatch’r UI from new users who don’t have any rules set up and won’t miss it’s absence (as they can already do everything they wanted to do with Dispatch’r in Admin → Automations)Many thanks 

How do I remove close button in widget popup using CSS or JS?

We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” 

Hello all.  We are evaluating FD and it is very nice.  One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company.  Based on our research this does not seem possible since tickets are tied to an email address.  However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons.  For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc.  These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done.  We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer.  They ar

Doing a PUT an an agent to update their information returns this error:"message": "Not allowed to edit Agent's profile information(name, phone, mobile and title)", The documentation lists those fields as valid inputs.https://developer.freshdesk.com/api/#update_agent Frankly… if you cannot edit that information what *can* you update? Also, attempting to update the email gives an odd error, even when the provided value is the existing value:"message": "Email exists in multiple accounts in the org. Only org admins can edit this", Basically, I’m not able to get the update API to do anything useful. Snide comment: hate that the output from a GET is different than the input to PUT <sigh>. I have to move all the fields around. But I guess since they don’t work anyway the extra work was at le

Can anyone help me with some CSS or HTML that will change the “Login to submit a new ticket” text to read (and which portal customization box to drop it in):“Subscribe for full access”?