Using Freshdesk

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

Concord is a fully responsive theme and is Retina ready to take your standard Freshdesk Service Portal to a whole new level.  Branding and customization are available. To get more information visit www.breezythemes.com.

Barren for Freshdesk is a bright and playful template. It features a sticky header with a search bar that is always visible. It allows users to look for the required information without having to scroll up and down the page. The header also has a custom link "Back to website", which helps you get to the main site in a matter of seconds. Inner pagesInner pages in the Barren Freshdesk template consist of a spacious hero unit and article content in the center of the page. The hero unit has the article name, its author, and date. This structure lets users focus their attention on the content rather than additional elements. At the bottom of the page, you can see Related articles. Features of the Barren template for FreshdeskClean code that saves your time and money on maintenance and customization Beautiful modern design and consistent colors (three color options: red, blue, green)Easy navigation and excellent customer experienceUnique customer portal with Freshdesk branding and customizat

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk.  So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off? 

Hi all, We’re trying to get set up here. I’ve created a freshdesk app in Azure, and successfully SSO agents in, grantng agent roles within the azure APP.  However, configuring SSO for contacts gives a completely different identifier so i can’t link it to the same app. Considering the Azure freshdesk app has roles for both agents and contacts, it seems logical that one azure app is intended for agents and contacts Am i missing something here? can the SSO method for agents be re-used for contacts without making a new one?  if so, how?. If not, what do you do? 

Hello, Can anyone tell me the answer to one question about freshchat. Actually, I want to use freshchart on my tattoo blogging website. I create a tattoo website to guide the people <a href=”website url”>how to book a tattoo appointment over email</a>.

How can I have a dynamic section created for a dependant field’s selection? Please help.

I have an agent who’s ticket filter keeps auto-populating “me”How do we get the Freshdesk system to stop auto-populating this?

We wanted to change our requester email notification.We copied in a format from an email template (Microsoft Outlook) which was correctly displayed,We then saved the template.Since then there is only a white page and we can not access edit mode at all.We have tried to deactivate and re-activate the emails but this also did not help. We need some help please! a lot of thanks!

We are in the process of migrating from Spiceworks to FreshDesk. I added my companies and their associated renewal dates but cannot seem to find where to alert or create a ticket when the date is < 90days out. Any ideas?

We have been getting a weird error on our Solutions page for a while now -- we’re looking to eventually update our theme for our support site, but we’re trying to dig in and get to the bottom of what’s causing this error before doing so.We’ve reached out to FD support, who helped us to hide links to this page, but we’d like to fix the root of the problem. Here’s the page where the error is showing: https://help.bl.ink/support/solutions/The error says: Search results for ""Liquid error: undefined method `filters' for nil:NilClass We’ve also tried Googling with little luck. Can anyone help point us in the right direction for getting this resolved?

When my costumer tries to submit a new ticket, he gets the error:“We are sorry. You have been restricted from accessing this helpdesk page.”Can you help me to solve this problem?

I would like to have multiple help desk boards, example general help desk board where all issues come in but would also like to have another board for escalations, another board for alerts etc. is this possible?  

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom

I accidently deleted an attachment sent by the customer. What can I do?

if you send a message in Freshdesk and need to recall it as it sent in error can this be done?

Barren Blue is a user-experience focused theme for the Freshdesk portal with extended in-built functionality. It is comprehensive, reliable, and far-reaching. Barren is created to fulfill all your requirements, and page layouts can be changed to suit your unique needs. This theme for the Freshdesk portal can be easily customized, and it comes with a rich set of features to fit the needs of every business. Theme installation is free, and it doesn't affect your content. View a live demo of Barren Blue for the Freshdesk portal.  Would you like a full-featured theme with easily customizable features? Barren Blue is a perfect choice. If you want it to correspond to your brand style or have a bespoke design, try branding and customization for your Freshdesk portal. 

HiHow i can call the id of a dependant field who is masked by jquery on portal customization ? I want to make this : jQuery("#helpdesk_ticket_custom_field_cf_XXXX")                                            .on("change", function(e){                                            jQuery("#helpdesk_ticket_custom_field_cf_BBBBB").val('Urgent')                                             });But i cnat call helpdesk_ticket_custom_field_cf_XXXX because there a is a standard script use by the snipet to put “<” ine place of “<”Thanks for help

Otay Freshdesk theme is perfect for support portals that have a large knowledge base. It features intuitive design that makes your support portal easy to read and navigate. This Freshdesk theme has categories boldly displayed above the fold and looks great on all devices from mobile phone to desktop. Otay theme supports all Freshdesk and Freshservice features and includes options not offered in the default template.  This means you don’t have to install multiple plugins and overload your website because Freshservice and Freshdesk templates from Breezy Themes include such additional options as formatting components. Check out Breezy Themes’ support portal to find out how you can make information in your articles stand out without overwhelming your users. Templates and customization services from Breezy Themes are recommended by Freshworks for Freshdesk and Freshservice support portals.  Otay Freshdesk theme features the following: Available in 3 colors by default: dark blue, green, redF

While I am enjoying FreshDesk as I evaluate it, I am surprised at some basic usability issues (given that it is a mature, well-funded app). Case in point, editing the title of a ticket could be a more streamlined. I do this quite frequently and find it frustrating. Here’s what I would like to see.In a list of ticket allow “in place” editing of the title, without having to open the ticket. This could be as simple as a small “pencil” icon, to edit. Columns like Agent are editable in the list, so I am not sure why the title can’t be. Similarly, when I have a ticket open I’d like to be able to edit on the form itself, instead of the three dots (which already de-emphasizes a common option) → Edit Ticket Details → <Make my change> → SaveThese are not showstoppers for me but, for a pretty common task, the number of steps required to make these changes is worrisome in terms of some other usability issues I might find as I explore more. PS: Of course, I’d like to learn that I have simply

I would like to ensure that all contacts who have submitted a ticket are associated with a client, so that future emails/tickets from them are handled correctly. How can I find a list of my contacts with no company? I I click on Contacts from the sidebar, it defaults to a client, and I can’t find a way to see those who are not associated with any company.

I am evaluating FreshDesk and generally pleased with what I see. However, I have a use case that doesn’t seem to be addressed. It seems like a pretty straightforward situation so I hope this is just me missing something.A VA at my company creates a ticket (initially for internal discussion). We work the ticket and come to a conclusion or fix the issue. We then want to email a customer. We need to track that email in the ticket so that everyone is aware. IMPORTANT : Until this point the customer has had nothing to do with the ticket.I am stuck on this, as follows...As I understand, I can’t use Reply, since there is no previous communication with the customer so his/her details are not available. Forward is not an option since that would include the whole (internal) discussion in the email sent to the customer.I am hoping that someone can put me out my misery and tell me how to achieve this. This would be a very common use case for my small business. Thank you.