Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Insiders Program

Debunking the top 10 myths about Chatbots

(Mon, 10 Feb, 4:00 pm)

Community
Using Freshdesk

Using Freshdesk

CX and Customer Support

4791 Posts

jfresnoApprentice

asked in Portals, Emails & Other Channels

slow ticket emails

If a customer sends an email to ####@####.freshdesk.com it is taking more than 2 hours to create the ticket and the responses are taking more than 10 minutes to reach customers, there is a problem today?

Michal PCApprentice

asked in Analytics, Reports & Dashboards

I can't see any editable dashboard

Current dashboard make no value for us. How I can edit settings - to see at least comparison week by week not today vs yesterday?

it_19268Apprentice

asked in Contacts & Companies

can contacts login to mobile app?

I would like to ask if the contacts can login to mobile app? or only the Agent?

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Breezy Plus Theme for Freshdesk Support Portal

View Demo → Breezy Plus is a custom Freshdesk theme that combines the best practices of Freshdesk customization. Apart from standard features, it also has side navigation for more comfortable portal usage, categories with icons on the homepage, prev/next buttons for getting to the next and previous pages, and custom links in the header and footer. Theme Features Side navigation. Show categories, folders, and articles on inner pages. Prev-Next buttons. It adds buttons at the end of articles, which forward to the previous Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options. Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Cu

MariamPSkilled Expert

asked in Analytics, Reports & Dashboards

schedule export tickets

is it possible with my plan (growth), to schedule an export of all tickets on a weekly basis? all fields, all tickets?I can see curated reports, however they don’t have the information i’d like.

mcastelApprentice

asked in Analytics, Reports & Dashboards

Limited export csv file with Sprout License?

Hello Community!I tell you that I have a client with the Sprout version with the FreshDesk solution. We are in the process of auditing and an export in csv of all the tickets created from the origin to date is requested, but when performing this export, now it is extracted limited and the visualization in portal is also limited. Is this due to licensing? Or is it a known bug? In case it is a licensing issue, what plan should I upload to be able to see the complete history from the origin?Thanks and regards! Milton C.

vspytsaApprentice

asked in Automations and Workflows

How to calculate resolved/closed date from XML export?

Hi.I generated an XML export of All tickets, users etc. from the Freshdesk account, but there’s no resolved-at or closed-at field. How can I calculate it? I may assume that the updated-at is the closed/resolved date, but I doubt it is always the case as there’re some updates that can happen to the ticket even if it was closed a long time ago.Does anyone have any advice on how to get those? This is a basic metric that is available via API, but how to extract it from XML file?Thanks!

Eddie DApprentice

asked in Automations and Workflows

Create a ticket from an email. From and cc can't point to Freshdesk?

We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers. To: customer@xyz.comCC: accounting@us.comFrom: accounting@us.com We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works… Is there a way to accomplish what we want(create a case for invoices emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their A

asked in Portals, Emails & Other Channels

For which plans in freshdesk enable stylesheet customization? I want to disable LOGIN and SIGN UP button on the portal

I want to disable LOGIN and SIGN UP button. PFB :

SpectorAlexApprentice

asked in Ticketing & Agent Productivity

Exporting ticket date for period longer than 30 days

HiFrustrated here. Every time I try to export all tickets from Jan 1 to current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks

PaulSnellingBizApprentice

asked in Analytics, Reports & Dashboards

Lower First Response Time?

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

hanneskolaSkilled Expert

asked in Portals, Emails & Other Channels

Translating "Your Name" field in Help Widget

Hello all!First time messaging here.By default, Help Widgets have a field in them that is called “Your Name”. I need to translate this field label to another language (in this case, Finnish).However, I cannot find the field in either Ticket or Customer fields to rename it. Adding Finnish as a secondary language in the system did not update it in the widget either.Widget is used outside Freshdesk Portal.Any advice would be appriciated!

Amit.sApprentice

asked in Knowledge Base

Creating an advanced article on the Knowledge base

Hello, When I create an article in our company’s Knowledge base, I need to customize it with code. I saw that there is a code view, but it seems that the HTML code I configure does not work as expected (I tested in a different environment and it worked). I am trying to code dropdown content buttons.Is it possible on Freshdesk system? If it does, what is the best way to do so? I want to have the option to click on a buttom with a subject, and that button will open a sub-article. I need several buttons inside one article. Thank you,Amit

ericequisolveApprentice

asked in Ticketing & Agent Productivity

Add seconds to time data provided by API

he API docs indicate that /api/v2/time_entries only returns time in hh:mm format. This results in inaccurate data when added up over hundreds of entries. Please add a field with hh:mm:ss.

bennosgiosisApprentice

asked in Automations and Workflows

Resolve tickets from scenario

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

ConnieHApprentice

asked in Ticketing & Agent Productivity

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

kaustavdmApprentice

asked in API and Webhooks

Freshdesk REST API usage data

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

bbehrendtApprentice

asked in Automations and Workflows

Reopen on reply does not work in the free version?

I am struggling trying to figure out what is a bug, and what is just not available in the free version. The canned email for resolved tickets in the free version states that the ticket will reopen on reply. I tested this and it does not reopen the ticket. So, is that a bug or just something that is not available in the free version?

NeerajkApprentice

asked in Ticketing & Agent Productivity

Fresh service || customer portal customization || List of tickets in Table

Hello All, is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj

michelcApprentice

asked in How do I....?

PlaceHolders for Log Time field Feature request

Hi,I’m trying to have an email sent to the billing group that contains information for invoicing my customers. I was able to have an automated email containing placeholders for most of the info required, but I would need these 2 fields from the Logtime portion to be added in the email.Are you able to create a PlaceHolder for these fields? Thanks,

ArnoldGTop Contributor

asked in Analytics, Reports & Dashboards

Analytics data report by User Role

We are trying to run/create reports in analytics, that drill down to ‘user role’. Has anyone been able to accomplish this?

pedrolunardiSkilled Expert

asked in Analytics, Reports & Dashboards

Data about the use of templates

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

Zothaforb3Contributor

asked in Automations and Workflows

How to expand my organization, with freshdesk services.

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

asked in API and Webhooks

List all tickets merged in primary ticket

Is it possible (especially via APIs) to get one of the followingif a ticket is merged and to which ticket all the tickets that have been merged into the current ticket

sqladminApprentice

asked in How do I....?

Merge tickets with partly same subject

Hi.I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data? Example: INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7 INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z Marko

1
...
51
52
53
54
55
56
57
...
192

Page 54 / 192

Badge winners

jamcrohas earned the badge Helping Hand
DanNSShas earned the badge Helping Hand
Karel_Vlčekhas earned the badge Wizard of Creative Thinking (5)
Belinda IAhas earned the badge Lightning (Mc)Learner
FluentBithas earned the badge Helping Hand

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK