Debunking the top 10 myths about Chatbots
CX and Customer Support
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Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Freshdesk Latte & Link—an informal, three-day, text-based conversation, live from November 12 - 14, 2024! It is focused on helping you make the most of Integrations in Freshdesk. This is an opportunity to discuss and learn more about using the different apps you can integrate Freshdesk with to improve your customer experience strategy. We’d love to hear from you, so please send us your queries, and our experts will respond within three days. Topics include navigating the Marketplace, Integration best practices, suggestions/feedback on existing integrations, and new apps you’d like to see in the Marketplace.Whether you're new to Integrations or looking to dive deeper, get the answers you need at your convenience.Here are some of the most commonly installed apps we have recently launched, for which you can raise queries:CRM - Salesforce, Hubspot, and Pipedrive (Connector Apps). These ap
Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’. A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will
Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever. If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!
Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page"> <div class="container"> <div class="ticket-toolbar pull-right"> <a href="{{ portal.ticket_export_url }}" data-target="#export-modal" id="ticket-export-button" rel="freshdialog" class="d-hide" data-submit-label="{% translate portal.tickets.submit_export %}" title="{% translate portal.tickets.export_ticket_data %}"> {% translate portal.tickets.export %} </a> </div> <div id="ticket-filter-container"> {% snippet ticket_filters %} </div> {% snippet ticket_list %} </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?
How does coding benefit us in daily life?Does it only apply to tech jobs, or can it improve problem-solving in other areas?Share your thoughts on how coding makes life easier!Does it only apply to tech jobs, or can it improve problem-solving in other areas?By the way, if you're into useful apps, check out https://myhonista.com/ for great APKs!
We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.
Hi…we’re looking to use Freshdesk as a Contract Development workflow, and I was wondering if it was possible to have multiple levels…currently we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible to add 3 agents to a Pro plan. Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets” which I see are only available on Pro as well as Article Versioning. I was thinking we’d establish “groups”. 1 for our current IT helpdesk group and 1 for the Contract group. Or is it more practical to have two completely separate sites, with different plan levels? Any insight you have on this would be helpful. Do you have any clients that are using Freshdesk in this way?
Hello,We are currently using the "Out of Office Schedule" feature in Freshdesk and have implemented automation rules to prevent tickets from being assigned or reassigned to agents who are marked OOO for more than one day.However, we’ve encountered an issue: when a ticket isn’t reassigned as per the rule, it’s difficult to determine whether the rule isn’t functioning correctly or if the agent simply forgot to set their OOO status.Could you please advise on the best way to check or audit the OOO status of agents to confirm if the automation rules are working as expected? Additionally, are there any logs or reports we can use to verify these scenarios?Thank you in advance for your assistance!
Hi, When will it be possible for Freshdesk to automatically translate the articles from the knowledge base into different languages? There is already a tool that I find “Lingpad” which translates this into Freshdesk for a lot of money.
Hey everyone,I wanted to share a tricky issue we ran into when exporting tickets in Freshdesk. One of our team members kept seeing the error message:“Seems like there are no tickets in the provided date range,”even though the exact same export worked perfectly for me.After some digging and testing, we figured out that Freshdesk requires you to have both read and write permissions on tickets to be able to export them—read-only access just doesn’t cut it. Once we updated this team member’s permissions so they also had write access, they could export tickets without any problems.Hopefully this helps anyone else who runs into a similar situation! Feel free to share any thoughts or questions below.
I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence?
Within a fixed period or last 7 days I want to be able to list all tickets and who was the first agent to respond to the ticket. I cannot find a curated analytics report that shows this, only who the current agent is. How have others been able to do a first responder tally by agent?
How do I do multi language translations of custom fields and names for (of) custom service items?
Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.
I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? -Paul
Our publish and save buttons are regularly unavailable to click. We can’t save nor publish our changes, so we have to copy the code and refresh the page. Anyone else experiencing this?
Hi I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets? Any insight would be helpful. Thanks
