Using Freshdesk

 How can I upgrade my Sprout account to allow more then 3 Agents?  I am grandfathered into the old account.  I've opened a ticket last week (#5727519); just no response yet. SamBelow attachments:1- picture shows I am on Sprout2- picture shows I can't make more than 3 Agents

Hi, I'm trying to set a rule for tickets created (or re-opened) via facebook messenger such that their priority automatically is set to high and a specific user is sent an email notification. In other words, I want to receive an email notification and for the ticket to be assigned high priority any time a facebook message is sent, whether it's from an existing chat or new. I've attached a screenshot of the rule I've created, which doesn't seem to be doing the trick. Thanks!

 Does anybody have an idea on how to create a ticket automatically from an existing ticket?We sometimes need to branch off one or more tickets from the main issue a customer raised. You know the type: While discussing one issue, the customer now raises another request in the same thread. Often, these can be done in paralell.Is there a way to split this off automatically? I can do it manually and select groups, priority, and so on, but we have a few cases where this happens so regularly, that a Scenario would be the ideal option:So you execute a Scenario (say, SLA update order) and it automatically creates a new ticket for that customer, selecting the right group, populating a set amount of fields and you're good to go.There's no way to do this out of the box, but has someone found a work-around? Or an idea for one?

We are getting more and more SPAM from different Mail addresses. The common denominator is, that they are from *.co If I create a rule which marks tickets as spam if they contain *.co in the Mail address, how can I make sure that *.com will NOT be marked as Spam? Thanks,Christian

Hello!Is there an automatic way to convert ticket solutions to public knowledge-base answers?Thanks for any help.

 Sometimes when an Email conversation with a customer goes back and forth too many times, the customer gets frustrated, and a phone call might wrap things up easily.  Is there a way to either limit the number of Emails on a ticket, or at least notify the manager that an excessively long Email conversation is taking place?Obviously, a limit would require an override ability for those occasions when many back-and-forth Emails are warranted.

We have noticed that Freddy Icon got larger and breaking ticket priority view. Is this a system bug or new expected view for tickets? 

I'm using the free plan now, is there anyhow i can remove / amend / disable the email footer "XXXXXX powered by freshdesk"

Hello there. Well, actually I have a site  on freshdesk.com and it's working at now but I have a questions about  group's functionality I would like to add another "Groups" but I would like to separate the information that agents see on each group. Example: Group of  IT Support , Marketing, Sales each group has it's own agents , the  IT support agents can see all the tickets of all groups , but marketing agents can not see the tickets of IT support and Sales.I'm looking for information about group privacy but I have not found nothing. Note: I'm at the basic plan ("Free")

Tinkering with the systemWhen I email from my own domain, the sender doesn't get setup as a contact, but shows as an Agent.  I tested from my Gmail account and I was setup as a contactIs that because it knows who I am individually or because of my Domain?I'd like to have any employee who emails the Help Desk to come in as a contact.  I'll setup Agents seperately

HiI've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.

Hi,We offer a SaaS solution and have different customers that we help via Freshdesk. For every customer we keep a list of their authorized contact persons, so that we will only pick up tickets that are coming from authorized persons. These persons often send an email, which will be converted to a ticket.1. Is it possible in the ticket list or when viewing a ticket to display an widget/iframe/piece of information that can let us know if the person is autothorized?2. Is it possible that if the person is not authorized, that the automated reply will be send and the ticket will be closed?We are looking for a way that makes it possible that we will only help contact persons of customers that are allowed to use support.Thanks.Nick

Is there a way to limit what articles are found by external search engines, such as Google, so that those that are not clients cannot access the articles. We have discovered, due to some of the article topics, that a lot of the people using our knowledge base are not clients but have found articles on our knowledge base about other applications ( Google ) and questioning us on things for Google and not going to google. Some have gone through our chat and have gotten quick nasty sometimes.

I currently have a FreshDesk account for our IT helpdesk. We are thinking about implementing Freshdesk for our Customer Service department. Instead of using the same FreshDesk account, I'd prefer to set up a new account. The reason is that the IT helpdesk is for internal employees (so other employees are the contacts) whereas Customer Service will deal with external customers. There will be different ticket fields and the Customer Service account would sync with our CRM system to get the companies and contacts. For these reasons, I'd like to keep them separate. The main concern is that both accounts will have support emails with the same domain name (it@company.com and cs@company.com). This all seems to work OK so far except that when I set up the DKIM for the second account, it says that the domain is already verified with another account. Is that OK or will I run into problems?Thanks,Joe

I have an question regarding the email of freshdesk.  Previously we was using an email address then we changed it to new one as our company rebranded to new name.  So I would like to know if we update to the new one, what are the things we need to consider and is there any impacts will be later on?  Does the emails could be sent as usual to costumers?  Need your help in this matter 

Hi,I am not receiving notifications for new/changes tickets in Freshdesk. My colleague is receiving them, however. There have been no changes made. Could someone help?ThanksMax

Hi team, Is there a possibility to prevent agents from changing their own profile settings? I want to use the same format of agent names for my support team but they all keep changing their names. Is there an integration that could prevent them from changing these settings? Kind regards, Robert

HelloWhen a mail is sent to our service mailbox (polled by Freshdesk), ticket is not createdMultiple tries at various intervals and same status.How could it be possible?Thanks in advance for your attention.Best regards,

Hello,Reports on ticket data can help you with insights on how well your team is performing. Building a great customer support team goes beyond just reporting. How would you ensure that your team is customer-focused, empathetic and good understanding about your product?At Freshdesk, we do weekly conversation reviews where we pick a sample set of tickets based on a few criteria (CSAT, number of conversations, etc.). This has immensely helped in identifying training needs, fixing documentation issues while making sure the team is motivated to constantly improvise the way they handle tickets.How do you do the conversation reviews for your team? Start sharing your recipes with the community :)Cheers!

Good day!There are agents on my account who did not activate their account using the link from the email.Q: will payment for such users be included in my bill?

Hi, I am trying to pre-populate the user First and Last Name in the forms. Is there a way to do that like it works for the email? 

Hello, We are trying to add a second portal to our freshdesk account. However, we are not sure how to configure the SSL certificate for it at this time. When I select the Security settings in Freshdesk, it only allows us to change it for the first portal, not the second one we created. Any thoughts? 

I now keep getting an error message:QuotaExceededError: The quota has been exceeded.I assume there is a problem with Freshdesk, but does anyone have any idea what this message means. I am aware that various error messages in Freshdesk are quite cryptic, and this is one of them.

Hi,I am still configuring my "sprout" test environment to evaluate this product.  All is going well.  I have set email on our own domain name to forward to the freshdesk email address and this works and creates tickets.But nothing goes out from freshdesk.  No acknowledgement of raising a ticket.  No emails sent from the platform, no updates. Nothing.The only thing I think may be relevant is the verify button next to the email address.  I have clicked this and it says it has sent a verification email but it doesn't come through.  I have already raised it with our antivspam vendor, they say they have blocked nothing to the address and have no logs of anything letting to them for it.I'm stuck.Cheers in advance.

Hi, I have a question about registering on our portal.We would like that if a customer signs up he gets a pop-up or something similar with the message that an email has been sent to confirm his email. I searched the internet but didn't find anything about it. Is this possible in Freshdesk?If it is possible, how can I achieve this?