Using Freshdesk

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.

Hi, i'm Laurens and newbie in regard to Freshdesk.We installed freshdesk a month ago and it is working like a dream exept for…..Feshdesk is reading 3 different IMAP mailboxes and sometimes we noticed that emails are not picked up by Freshdesk. For instance on a typical day 20 emails are delivered to the email box but only 18 are picked (read by) up by Fresdesk.The emails which are not being read by Freshdesk are normal emails.We cannot figure this one out. Any idea how to debug this or where to look?thx in advance, Laurens 

I am setting up solutions in my Knowledge base and then people using my web app can access the solutions via the Freshdesk widget on the site.I have set all the solutions to make them visible to all users.The solutions show in the window on the page but when they click the expand button to see the solution on a full page it says they need to be logged in.  What am I doing wrong?

Freshdesk theme Concord Red theme for Freshdesk customer portal has a light and airy design with prominent custom blocks that can link to any page on your knowledge base. The footer is very simple and minimalist.Concord Red theme for Freshdesk customer portal has a wide range of additional features: Internal pages with a unique design for better user experience Various homepage layouts with optional custom blocks  Formatting components inside articles that are easy to use DIY branding and customization with HTML and CSS Optional advanced branding and customization from Breezy Themes Article pageThe article page layout has a non-standard structure. The author is on the right, content - in the center, and the right column is for social buttons.Article page in Concord Red customer portal theme for Freshdesk Additional formatting components in articlesFormatting components are a step forward compared to the default Freshdesk theme. You can make your content gorgeous and easy to rea

Bridge is a powerful and versatile Freshdesk theme that is designed for various businesses. Get complete control over how your support portal's home page looks like and and what information your end-users can access from there. Additionally, this theme gives you access to around 700 attractive Font Awesome icons and elements that you can use to add a touch of perfection to your help center's content.  Installation and content integration are free. Want a theme that corresponds to your brand style or has additional features? Order Branding or Customization. 

When we reply to customers their email is added to the end of the agents reply. When the customer replies with their email client set to include the original email, you huge emails returning when there have been a few back and forths, making it hard to find the reply in pages of text.Now there is a icon on at bottom of the reply window that allows you to display and include the customers email or exclude it by selecting the X that appears when you hover over the icon.Can’t capture the X when doing a screen print.What we would like to do is permanently turn off the automatic inclusion of the customer’s email and only include it when selected via the icon.Regards,Arie.For Hind Technology.

Frio is a fully responsive theme and is Retina ready to give your readers a pleasant reading experience. Branding and customization are available. To get more information visit www.breezythemes.com.

Buenos díasTengo un problema un usuario fue borrado por error y lo mismo no puedo restaurarlo porque dice borrando, solo queda así sin darme opciones.por lo tanto, necesito activar el usuario

Hi all,I’m experiencing a problem with receiving forwarded mails in Freshdesk. At this moment a single team in our organisation is trying out Freshdesk, so we haven’t integrated the system in our organistion yet. When someone from another teams forwards an email to this testing team, they will only receive the content of their collegue’s email, but not the content of the original email. Using Freshdesk organisation-wide would solve this problem ofcourse, but I’m wondering what happens when an external person would forward an email to our support address. What is known about this issue and is the a way to solve it? Thanks in advance!

Hello.We would like to share the opening of our service Breezy Themes.We provide responsive templates of premium design for Freshdesk Portal.Now everyone can make its' Self Service Portal outstanding in just a few minutes.To get more information visit our site — www.breezythemes.com.If you have any questions, suggestions or ideas, please contact us — hello@breezythemes.com Preview: https://www.breezythemes.com/products/freshdesk-theme-otay

Hi, We are in the processing of moving across to a full suite of the Freshworks products, but want to understand if anyone has had any experience integrating in getting Sage 50 into Freshworks?Ideally so we can see invoicing, update account details, automate email send outs etc. Just looking to see if this is something anyone has seen or had an experience with really.Thanks,Alex ​​​​​​​

I have heard about Klook API but don't know what it is and how that is beneficial for travel agents?

Hi there,The Dutch login and registration button labels are both translated as ‘aanmelden' which is confusing. Please translate the label of the login button to Login or ‘Inloggen”. Or could I do that myself? https://unifitbv.freshdesk.com/support/homekind regardsChristien

Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view.  What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view. 

I have an open ticket that a client has replied via email to. In the email was an image that is now in the ticket. I need to remove this image due to its content. can this be done?

Hello all, I am trying to verify my DKIM settings and although I copied them from my domain host (godaddy.com) the first 3 out of 4 are not veryfied whereas the 4th one it is verified.Any thoughts or ideas ?Thank you

Good morning,Can I make certain customers see only certain solutions?eg customer A (company XX) has customizations that customer b (company YY) does not have. Can I make it so that customer A can see some solutions related to his customizations and customer B does not see them?

We’re still having the same problem as before which is, in brief, that freshdesk is not very well set up for small companies with limited support staff who want users to THOROUGHLY search the solutions / knowledge base FIRST before they raise a support ticket.We want to create a sequence of landing pages that the user is forced to click through BEFORE raising a support ticket.As follows:user lands on solutions home/ knowledge base clicks log in / raise a support ticket is taken to a page strongly encouraging them to search the knowledge base this page forces them to search for something, they can’t search for nothing it then gives them an option to raise a support ticketWe are just answering the same queries over and over and over again and it is wasting critical manpower as users simply ignore the hundreds of solutions we’ve created and head straight for the support ticket option.Like many small businesses, this isn’t sustainable for us.What solutions are there within Freshdesk to thi

The close button of the widget is colliding with the close button. Check this screenshot from my product: The Windows users are the most affected ones (considering that macOS scrollbars are less intrusive) and they see this layout abnormality. Since it looks like the component uses random CSS classes I didn't consider creating my own CSS rules to fix this, I think this could be ideally fixed by Freshdesk development team.

Hello, How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up. thanksalexsunny

Hello,Is it possible create a custom field, i.e TEST in the Company Field section with a value “TEST” and make it visible in the ticket form creation in the Customer Portal?Thanks,Andrea

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?