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Using Freshdesk

Using Freshdesk

CX and Customer Support

4794 Posts

AdzContributor

asked in Analytics, Reports & Dashboards

Support email address reporting

Is there a way to report on volume of emails sent from a support email address, regardless of group?

davidumvApprentice

asked in Portals, Emails & Other Channels

FreshDesk Themes

Around Christmas time of 2022, fresh service introduced the option to change the freshdesk theme to a holiday one. I am wondering if there is an app or something integrated into the system that we can introduce for users to be able to change their own theme at will. Our support technicians are the people I am referencing to

SOTAApprentice

asked in Contacts & Companies

Sync with outlook contacts does not work

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

BuntuApprentice

asked in Analytics, Reports & Dashboards

Hello TEAM, I have two Question for you, I would like to have your support on it. Is there any way you can export the report in Excel sheet? Is there way you can present the report in pie chart without doing it manually

thisismebb22Top Contributor

asked in Automations and Workflows

How to filter tickets on status?

How would one use the filter pane when viewing tickets to see "requester responded"? I can see it in the tabular view but cannot seem to locate a filter for it. This would easily allow a view into a question being answered by a requester to proceed with ticket execution.

Paul HApprentice

asked in How do I....?

What happens when you delete an Agent?

When you delete an agent, are their tickets / solution articles also deleted? For example, Agent A has created 50+ solutions on our support portal and also raised several tickets. If I delete Agent A, would the 50+ solutions be deleted and also the tickets raised?Or would it simply remove Agent A’s ability to login and continue working and leave the solutions and tickets still visible in our portal.

2cw-supportContributor

asked in Ticketing & Agent Productivity

filter tickets on customized field

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

CEShtrxApprentice

asked in Automations and Workflows

Stop emails from Creating Tickets

How do I turn off or stop the ability to create tickets from people just emailing.

thisismebb22Top Contributor

asked in Ticketing & Agent Productivity

ticket replies or notes setting

By default it appears that only the requester is added to replies or notes on creation. When "requested for" is identified by a client submission then the "requested for" should also see the reply. Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used. This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

jrowlandTop Contributor

asked in Ticketing & Agent Productivity

Is it normal when submitting a help ticket with FreshDesk about a Freshdesk acount?

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most: I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

SciBruceTop Contributor

asked in Getting Started

Collaborators and internal group assignment

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created. However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents. However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place. Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

fahadrsApprentice

asked in API and Webhooks

How to retrieve only published articles through the solutions API

Hello,Hope you are doing well.I'm working in a project in which we are going to integrate fresh desk knowledge base articles in our websiteMy question is that is there any way i can filter/retrieve the articles that are published, currently this api also return the Draft Articles in the API response I am using the following API End PointAPI End Point /api/v2/search/solutions?term=[keyword]

WulanApprentice

asked in How do I....?

Rename an existing application

Hi Freshworks Team,I have a trial account to try uploading on the Freshdesk marketplace, when I haven't finished repairing the application, the trial period has expired, and I forgot which domain to use.Currently, I have an application that has been published on the marketplace and I want to change the name of the application name to the name I created before, can I use it, and how do I do it? Thank you

Oriol RipollApprentice

asked in Automations and Workflows

Organising Scenarios

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time. A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol

Amy ChangApprentice

asked in Portals, Emails & Other Channels

Blocked outgoing emails

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”

NKNApprentice

asked in Getting Started

New to Freshdesk

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports

joelleemmanuelApprentice

asked in Analytics, Reports & Dashboards

Average Response Time

It would be great to have the average response time in the analytics as we have it in the current reports. We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number. We need to check the average response ( in hours ) for each ticket ( resolved & unresolved )

equal.postostApprentice

asked in Contacts & Companies

How to fill Contact fields?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

MisterDApprentice

asked in Ticketing & Agent Productivity

Custom View: all ticket types EXCEPT...

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

vedawellnessApprentice

asked in Portals, Emails & Other Channels

Is freshdesk widget supported in free plan?

I have opted for free plan in freshdesk and widget stopped working which was working before in trial. Can anyone help me here.

brownaeSkilled Expert

asked in How do I....?

Make a dropdown menu larger

Hello- we have a dropdown for our different ticket forms. Is it possible to make it larger so that all the options are visible when the customer selects it? Thank you!

WulanApprentice

asked in Apps and Marketplace Integrations

Why the Video won't play on Freshdesk Apps Marketplace Description

I have entered the YouTube link in accordance with the provisions of the upload apps form https://youtu.be/<video_id> but when the apps are published in the description of the apps the video cannot be played and gets a notification "image not found"

moniqueortizApprentice

asked in Ticketing & Agent Productivity

Turn off Christmas theme

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work

AbeSummersApprentice

asked in API and Webhooks

How to add an existing asset to an existing ticket with the API?

Pretty much what the title says. I’ve managed to do some pretty cool stuff with the API and PowerShell scripts running on a schedule. Unfortunately, this isn’t something I’ve been able to do.If someone could provide an example of a JSON File containing the body on how an asset is added, that would be great. So far, this is what I have: $APIKey = 'MyApiKey'$EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(('{0}:{1}' -f $APIKey, $null)))$Header = @{}$Header.Add('Authorization', ('Basic {0}' -f $EncodedCredentials))$parameters = @{ assets = @{ display_id = "8232" } }$Parameters = ConvertTo-Json $parametersinvoke-RestMethod -URI 'https://MyDomain.freshservice.com/api/v2/tickets/147710' -Headers $Header -ContentType "application/json" -Method PUT -Body $Parameters For clarity, that would make the JSON contents: { "assets": { "display_id": "8232" }}I probably am missing something bu

miuo209Apprentice

asked in Portals, Emails & Other Channels

Freshdesk portal custom url ending

Is it possible to set up a second portal for freshdesk, whose domain url would end for example in “.de” and not “.com”? I know that I can set custom url, but I don't know about the ending.

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