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Using Freshdesk

CX and Customer Support

4886 Posts
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Apps and Marketplace Integrations
Automate Shared ownership

Hello, Any advice on how to prevent first line agents assigning to a specific internal group(s)?I have a customer that want to use shared ownership to escalate tickets.  Have set it up like this: Team 1 Firstline → Global support (internal group) → dev team (internal group) Firstline should only be able to assign to Global support and not the Dev team. TIA Daniel 

282
Daniel Söderlund
Skilled Expert
SteveV
Contributor
SteveVContributor
asked in Automations and Workflows
SLA Based on Ticket Category?

We’re a special needs school evaluating Freshdesk for use as an internal corporate help desk system.  We’d like to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority.  We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an “Urgent” priority ticket submitted with the category and subcategory  “IT->Internet Access Down”.Unfortunately, the SLA “Conditions” are very broad (Company, Group, Product, Source, Type, Contact Segment, Company Segment) and don’t allow creating an SLA based on ticket criteria.I’ve also looked creating a new “Ticket Creation” automation hoping I might be able to handle setting the SLA.  But while I can select the desired ticket Category, Subcategory, and Priorit

1711
Aishvarya
Community Debut
Jessica Coria
Apprentice
Jessica CoriaApprentice
asked in Automations and Workflows
Email notifications

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

572
Jessica Coria
Apprentice
abdemiller
Apprentice
abdemillerApprentice
posted in API and Webhooks
The API can be used to alter dropdown choices?

 How can I add dropdown choices to Freshdesk ticketing dropdown fields using APIs? 

1171
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Community Debut
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Contributor
HoopermanContributor
asked in Getting Started
"What's new in Freshdesk" window - German translation not up to date

Hi there,we use Freshdesk in German and can see the messages in the window “What’s new in Freshdesk” in the upper right corner in German as well. But it seems that there was no update on the latest release notes since August 2021. When I switch the agent’s language to English I can see much more news, the latest one is of Oct. 18, 2022). Could you please update the German translations for such release messages as well or, if not possible, disable German release notes in the German language setup and show the English news instead? Thanks.

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Contributor
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Apprentice
CshermanApprentice
asked in Analytics, Reports & Dashboards
Analytics widgets no longer show the name of the metric

Hello,  I noticed today that all of a sudden my analytics reports are missing the metric names in the widgets. I have some widgets that compare a metric over this week/previous week, or this month/previous month. Now those names are missing from the widget so other users can’t tell which is which! They’re missing in the Freshdesk portal, as well as the daily PDF export. Did this feature get removed or am I missing something? 

501
Aishvarya
Community Debut
M
Apprentice
mlewisApprentice
asked in Automations and Workflows
How do you handle the Next Response situation when it's not really needed?

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

841
Aishvarya
Community Debut
hooper123
Apprentice
hooper123Apprentice
asked in Apps and Marketplace Integrations
Slack Integration - Including screenshot in ticket

Is it possible to add a screenshot in a Freshdesk ticket created in the Slack integration.

521
Sudharshan
Community Debut
P
Apprentice
Paul CoyneApprentice
asked in Automations and Workflows
Automatically add a Cc email address for specific customers.

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

5383
Sudharshan
Community Debut
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity
Time Log Summary

As shown in the screenshot below, I am using the Log Time window in Freshdesk to log the time I spend working on a support case. I make several log entries per day to many different cases. How do I see a summary of the total time I logged for a given day? To stay in compliance with my employment contract, I need to make sure that I am logging a certain number of hours per day (for example, 8 hours). I have heard that you may have a report that administrators can see but I am not an administrator. I am just a lowly support analyst. I should be able to see how many hours I logged in a day. How do I do that in Freshdesk? This is basic functionality that many other support case systems have. I am a new Freshdesk user, but I am not impressed so far.  

2073
F
Skilled Expert
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Ticketing & Agent Productivity
[Register NOW] Agent Roundtable: October 27 | 30 Seats Available
[Register NOW] Agent Roundtable: October 27 | 30 Seats AvailableUPCOMING

It’s our very first Customer Experience and Super-Agent led Roundtable, where we celebrate agents who excel in CSAT and QA. Hear from them as they share best practices on how to deliver high-quality service across various channels at scale. 📢Your Speaker Line-Up: Colin Crowley,                            Emily Flanagan,                      Micah Harris,Freshworks - Moderator               Riverside Insights                     Riverside Insights Dean Allison,                              Aaron Turnbull,                       Harley Kayani,The NBS                                      The NBS                                   Ingram Micro Alexandra Fahey,Clair Join us to learn actionable insights on Delivering high-quality service across channels Maintaining an empathetic attitude in difficult situations Tips to gauge non-verbal cues Freshdesk and Freshchat features that help you do so Advice for those new to a customer support team   Date: October 27, 2022Time: 11 AM ET | 4 PM

1010
rhea.desouza
Community Manager
goselito
Apprentice
goselitoApprentice
asked in Ticketing & Agent Productivity
Agent Reply Template not updating

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below) 

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Community Debut
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Apprentice
AbdirahmanApprentice
asked in Ticketing & Agent Productivity
Enforce 2FA on All Agents

Hello Everyone, We wanted to enforce all our agents to use 2FA for every login session. Since we are dealing with a very sensitive data, we do not want our agents opting out or disabling 2FA. As can be seen in the below screenshot, agents can "disable” 2FA for the next 30 days. Once they do that, They cannot Undo that. Admins will never know that agent "disabled 2FA for the next 30 days”. There is also no way for Admins to Undo or even restrict that (They have to Disable 2FA and Enable it again on more time). This is really important for us, and as I am sure many other users of Freshworks products. Any solution to that? What can we do?  

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B
Community Debut
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity
Ordered Lists Bug in Freshdesk Editor

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far. 

1321
JoeFresh123
Community Debut
GeorgeC
Apprentice
GeorgeCApprentice
asked in Analytics, Reports & Dashboards
scheduling dashboard not showing all agents

Hi not sure what the issue is here, but we have a lot of field service agents, and the scheduling dashboard would load, and sometimes it would only show part of the list and stop when you scroll down the list ends part way through the agent list.But if you reload to another day the whole list of agent appears (when you scroll down).  There is a part where it stop, but then keep loading - but when it does this is random. Anyhow having this issue and is there a fix? I’ve tried on Chrome and also Firefox with the same issue.  

300
GeorgeC
Apprentice
CRollogas
Apprentice
CRollogasApprentice
asked in How do I....?
How do you prevent agents from "cherry-picking" tickets?

Hi Freshworks Community! How are you preventing agents from cherry-picking from the easiest tickets? I’m seeing a trend where some agents will selectively take the easiest tickets and leaving the more complicated ones for other agents. This is not a skill issue as the agents are capable of handling the tickets, I see it more as an issue with choosing the easiest path and being challenge-adverse.Thanks in advance!Calista

3775
Jeannie_Walters
Skilled Expert
GavinEldred
Apprentice
GavinEldredApprentice
asked in API and Webhooks
How to create a Service Request Using a PowerShell Script?

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows   curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

14134
johnsmih42
Community Debut
jasonish
Apprentice
jasonishApprentice
asked in Analytics, Reports & Dashboards
Time Reports for Year

One of my requirements will be to generate a report for the time spent over the year, per customer.  The defualt “Time Sheet Summary” is close, but I see 2 issues:The maximum time interval is 6 months. Why is there no option for year? I don’t want to see per agent data. Just time per ticket.  So a total time per ticket, no an itemized list of time log entries.Is that possible? It seems like these reports are mostly for management to keep track of their agents performance which is not what we’re interested in.  But more to let our customers know how many requests they are making and the time we spend on them.Would this be possible through the analytics?

831
Sudharshan
Community Debut
S
Apprentice
SwarupApprentice
asked in Ticketing & Agent Productivity
Document Attachment

Hi,We are missing these features in attachment document option in tickets Copy and paste/Drag and drop attached documents from one ticket to otherCopy and Paste/Drag and drop saved documents from downloaded folder to a ticketAttach documents section in bottom line, every time agents need to go all the way down to access the documents. If we can move the attachment section to top of the ticket then this will be convenient for agents 

1742
S
Apprentice
F
Apprentice
flyonthewallApprentice
asked in API and Webhooks
Is it possible to manually set a Publish Date for a KB article?

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

1823
aravind.sundararajan
Skilled Expert
bilel hamadi
Contributor
bilel hamadiContributor
asked in Automations and Workflows
Remove/edit default ticket fields

Is there a way to remove ticket fields from right from the ticket page without using an app?

5313
aravind.sundararajan
Skilled Expert
GRattu
Apprentice
GRattuApprentice
asked in API and Webhooks
Add multiple tags on ticket creation when using the API

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.  

1422
V
Community Debut
Rom5000
Apprentice
Rom5000Apprentice
asked in Portals, Emails & Other Channels
Two emails when i close i tickets

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams.  Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step.   My client create a ticket I update the ticket with a message that i send Client update the ticket with his response  I close this ticket with my response and i click on the action ‘’ send and  set as close “  When i use this button, the customer receive two mails First mail contain my last response  Second Mail contain my last response and the statut close.  What’s the best practice to send one unique e-mail to the customer ?  I did few tests  with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket  and create a  automations Rules  (when an agent close/resolve a ticket, send it a email with the sta

1591
Aishvarya
Community Debut
jasonish
Apprentice
jasonishApprentice
asked in Automations and Workflows
How to notify all agents, or a group of agents on New Ticket Created

Is there a way to simply notifiy all agents, or a group on new ticket created?  Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone. Thanks!

5301
Aishvarya
Community Debut
Dondo50
Apprentice
Dondo50Apprentice
asked in Analytics, Reports & Dashboards
Track ticket time

I have trawled through the posts and comments and while there are lots of useful info none that I can find to help with my particular issue. The problem I have is trying to track how long a ticket spends within a particular group.  If a new ticket spends 3 days with a Tier 1 support group and is then escalated to a Tier 2 support group the ticket appears to be 3 days old and there is no way to identify whether Tier 2 have only just received the ticket or have received the ticket 3 days ago.

431
V
Community Debut

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