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Using Freshdesk

Using Freshdesk

CX and Customer Support

4791 Posts

dfgdgApprentice

asked in Ticketing & Agent Productivity

Specialist tickets with inward issues not doled out to any organization

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

RWSHollApprentice

asked in Knowledge Base

Would you please share your experience with Fresh Desk please?

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?

MP2023Apprentice

asked in Ticketing & Agent Productivity

Can we have the ability for the User/Requestor to view the tasks which we as Agents assign

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.

daithecwmApprentice

asked in Portals, Emails & Other Channels

Edit existing Sprout account self service portal content

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

Josreny BotardoApprentice

asked in Apps and Marketplace Integrations

Create automatically issue in Jira

Hello friends, ask, it is possible that the ticket that is created in freshdesk is generated automatically in Jira, without having to do it manually, that is, without having to enter the ticket in freshdesk, search for the Jira Plus app and press the "Create Ticket" button

TRUNG LEApprentice

asked in Portals, Emails & Other Channels

Is there any solution to show chat function for only logged in users

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

tommyvanaukenApprentice

asked in How do I....?

Is there a way to get the full DOM so I can edit the html of specific dropdowns?

I want to edit the ticket page so that instead of a dropdown it is cards that users can click to submit specific types of ticket (linked to the built forms). I’m unfamiliar with the liquid language and anyways don’t know the internal schema of the database so can’t really use that language to attempt what I’m trying to do.

tommyvanaukenApprentice

asked in How do I....?

Can you have user generated fields?

We have a business need that we were hoping FreshDesk would be able to resolve. We run a Learning Management System as a service. One of our services is to add courses and Instructor Led Trainings. Two of the components of an ILT are Sessions and Events. There is no set cap on how many sessions and events an ILT can have. An event, or more likely, events reside inside a session. So, in one ILT, you could have:2 Sessions each with 1 event5 Sessions each with 3 events50 Sessions each with 6 events.This goes on ad infinitum. We want to capture all new ILT requests (no matter how many sessions or events they have) with the least amount of fields possible. For example, a customer logs in, sees the form for requesting an ILT, types the number of sessions they want, that number of conditional fields automatically populates. Is this doable? I have no idea how to do this in fresh, or if it is even possible. You can accomplish this with survey tools, but we got a ticketing system to process requ

lkeyesSkilled Expert

asked in Portals, Emails & Other Channels

Secure the Freshdesk portal to staff only.

Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines. How to do this?

Khadija AliApprentice

asked in Automations and Workflows

Hi Freshworker :D hope you all well :) I’m wondering if someone linked redmineup with Freshdesk ticketing system or any type of automation?

pedro_sanContributor

asked in Portals, Emails & Other Channels

Create a Ticket in freshdsk from MS Teams Message

I’m new to freshdesk, so I don’t really know if this is already implemented. Is there anyway that I can create a ticket (as an agent) from a message?I’ve searced and all I could find is that it might exist for freshservice.

CVHHHApprentice

asked in Automations and Workflows

Tickets are merging on their own

I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines). Freshdesk seems to merge those tickets automatically into one. As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off. Please Help.

Toni-MarieBContributor

asked in Analytics, Reports & Dashboards

Analytics - Stop automatic export of reports

Hey community,In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don’t need it anymore.I might have actually deleted the report itself, but I’m still receiving copies of it. Many thanks,Toni

Nighthawk68Apprentice

asked in Ticketing & Agent Productivity

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

tlammApprentice

asked in Ticketing & Agent Productivity

Ticket Field Management for Agents

Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together. Thanks in advance.

GaborSkilled Expert

asked in Automations and Workflows

How to assign a Service Task to more than one field technician ?

Hi,For our Freshdesk instance the Field Service Management module is activated.At my company it is tipical to send 2 field technicians on site to perform a repair activity.To create the on site calls we create Service Tasks from tickets.In a Service Task it is possible to define the responsible field technician.But this can be done by choosing ONLY ONE from the list of field techs.Is it possible to setup Freshdesk system to allow us to assign more than one Field Technician to the same Service Task ?Thank you!

noon.nantiyaApprentice

asked in Portals, Emails & Other Channels

Canned responses don't apply email subject change within its feature which force agents to add more steps to send a proper email, with a correct email subject, to customers.Email subject change should be automatically applied within the canned responses feature. It should help the agents loads of works from manually change it to just apply the canned responses. Please take action on this. Thank you for your kind assistance.

lkeyesSkilled Expert

asked in Portals, Emails & Other Channels

Agent Ticket email preferences

We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email. We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version? Many thanks. --- L

jsteven-beyondApprentice

asked in Automations and Workflows

Workflow is waiting for another event Orchestration Listener

I have created a workflow with App Orchestration to SSH into a server and run a bash script that uses the aws cli to update some security groups. My workflow works fine to a point. It gets up to and runs the SSH script successfully via the orchestration server then workflow stalls waiting for something from a orchestration listener. I find no supporting documentation on this or if there is anything specific I need to echo or send from my bash script. The only errors I see in logs on the orchestration server state it is not sending to rabbitmq which did not get installed with the OSR. The server is online. It has internet access, however there isn’t even a execution log generated. Has anyone seen this or know what the communication issue might be? Workflow is waiting for another event Orchestration Listener

dp_devaprakashContributor

asked in API and Webhooks

Query related to API Key based authentication

Hello Experts,I have couple of queries related to decommissioning of password based authentication feature. link for one of our application as of now we are accessing the freshservice api’s using basic authentication, where we pass the api key of the agent in user name and X in the password and generate base 64. After May 2023 would this basic authentication be still possible? in general for api key based authentication, we pass the apikey name & value in header, but what is the keyname to be passed for fresh api’s? Is there any key header? /Deva

PalafaucheApprentice

asked in Portals, Emails & Other Channels

Ticket update if a person in CC reply

Hi,Sometime I received ticket that have some person in CC. I answer and wait for an answer from the person in CC. But when they reply I don,t have any notification on the ticket vs if this is the requester that is replying.How can i setup that?Thanks!

zepheeApprentice

asked in Knowledge Base

Knowledge base alerts

Is there a way to trigger an alert when a Knowledge Base article is added or altered?

Bloke21Apprentice

asked in Portals, Emails & Other Channels

Forwarding Tickets to internal emails

Hi Community,I have 5 emails set up but lets focus on 3 here : info@acme.com, support@acme.com and orders@acme.com.If an email (ticket) comes into the business (to info@acme.com) and I need to forward it to orders@acme.com, I can ONLY do it from info@acme.com, it works fine and the reply goes back and its great.If the same email comes into support@acme.com and I forward it to orders@acme.com, the exact same as before, nothing happens.Can anyone help with this issue?Thanks

thomlaurApprentice

asked in Portals, Emails & Other Channels

Double search bar text in Knowledge Base portal + no search results preview

Hi All,We are experiencing an issue implementing a new theme in Freshdesk for our Knowledge Base. We have this with a paid and with a free theme so it does seem to be linked to Freshdesk I suppose. When implementing the code, everything is going well but the search bar still shows the default text and when searching something it does not preview any results. (when clicking enter it does show results but we would also like to see the preview.). See example of our situation: VS what we want/Freshdesk’s website. Any ideas how to solve this? Thanks,Thomas

KumbiApprentice

asked in API and Webhooks

Separate Preventive Maintenance ticket from Incidents Tickets

I need a way to separate Preventative Maintenance ticket from the Incidents ticket , how do you do so in Fresh desk?

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