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6 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4886 Posts

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

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

OlyaContributor

asked in Portals, Emails & Other Channels

Different subjects from requesters for one ticket

There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

MatminApprentice

asked in Apps and Marketplace Integrations

Kanban boards for requesters?

It is possible to grant permission to an end user or “requester” (Non agent) the ability to see a Kanban board for a specific group? We have a user that is heavily involved with a specific group and needs to see all tickets assigned to an agent group. He would like to have them displayed in the Kanban format as well. Do to contractual and security reasons I cannot make him an agent or observer as that would enable them to see private notes. Any ideas?

mishelpdeskApprentice

asked in Analytics, Reports & Dashboards

Unattended Tickets Report

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do I adjust the alert for unattended tickets?

pedrobleaoApprentice

asked in API and Webhooks

Response to closed tickets should create new ones

I don’t want to reopen closed tickets.If costumer replies to a cloded ticket the platform should create a new one. How can I configure Freshdesk to have this behaviour?

masterygamerApprentice

asked in How do I....?

How an agent can add/remove ticker folders

Hi,I start with brand-new work andMy agents are accustomed to placing some significant tickets in folders for storage. As with mailboxes, they can thus add and remove folders. How is that possible with freshwork?Thanks

posted in FreshThemes Gallery

Sawo Theme for Freshdesk Portal

We’re excited to share this theme from Taaza Themes Click here to preview this theme. The Sawo Freshtheme is great if you have a lot of support articles as it can display them all in the theme sidebar. Users can browse, expand and collapse the solutions and folders to see all articles available. On the homepage, this theme also features custom blocks to display key information, video blocks, and all other useful components.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal.Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links.Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well.Custom blocks – These blocks are great to highlight key information on the portal hom

beuzathorApprentice

asked in Ticketing & Agent Productivity

How agent can create/Remove folder for ticker

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

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