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Ticketing & Agent Productivity

Using Freshdesk

  • 278 Posts
  • 814 Replies
278 Posts
lcoughey
Skilled Expert
lcougheySkilled Expert
posted in Ticketing & Agent Productivity
Poorly worded description in default "Submit a ticket"

I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

1608
innoxentwarrior
S
Apprentice
supereight_chApprentice
asked in Ticketing & Agent Productivity
We are sorry. You have been restricted from accessing this helpdesk page.

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page.https://proginelectricite.freshdesk.com/Can you please help fix it ?Best,Flo

444
madhusingh0906
Community Manager
M
Apprentice
martinj_ukApprentice
asked in Ticketing & Agent Productivity
400 note limit (private & public) interactions

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

462
kubernetesdashboard
Community Debut
Bitbean
Apprentice
BitbeanApprentice
asked in Ticketing & Agent Productivity
Equal Ticket Distribution for Agents in Multiple Groups

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

231
Sneha Kandasamy
Community Manager
D
Apprentice
DaveMcApprentice
asked in Ticketing & Agent Productivity
Poor performance for last week

For the last week my team has noticed performance issues with refresh rate of updates to ticket list view. Once a ticket has been updated to resolved or closed status when returning to the list view the ticket remains in the view with greyed out font showing closed status until we manually refresh the browser page. In the past this has not been the case. When returning to list view previously the updated ticket would no longer be visible in the view immediately. Is this a systemic cache issue that can be resolved by support or a browser setting that may have changed recently? This can cause issue with common views used by several agents.

533
daisy812932
Community Debut
J
Apprentice
justinklaassenApprentice
asked in Ticketing & Agent Productivity
Last Modified Date on Ticket Dashboard

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

7924
smileyriley21
Community Debut
J
Apprentice
Jeremiah.CarpApprentice
asked in Ticketing & Agent Productivity
Tickets automatically being flagged as spam

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of.  Does anyone have any expertise in the area of Spammed tickets?  I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?  

2643
M
Community Debut
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Apprentice
PkiesslingApprentice
asked in Ticketing & Agent Productivity
Is there a way to revert back to old View list

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?   

422
P
Apprentice
R
Apprentice
rubens77Apprentice
asked in Ticketing & Agent Productivity
Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available? 

4994
M
Community Debut
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Apprentice
osadApprentice
asked in Ticketing & Agent Productivity
problem with sending attachements/screenshots

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

3364
M
Community Debut
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Skilled Expert
cgcts
asked in Ticketing & Agent Productivity
disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

1679
Kencredible
Community Debut
D
Contributor
dgoodContributor
asked in Ticketing & Agent Productivity
Having a flag when creating a custom status to have it be included in the 'resolved' group.

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

291
mahendarsingh
Community Manager
wendelmoreira
Apprentice
wendelmoreiraApprentice
asked in Ticketing & Agent Productivity
Need Help: Email Notification Issue

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!  

411
madhusingh0906
Community Manager
C
Contributor
Chris DenmanContributor
asked in Ticketing & Agent Productivity
Preventing customers from editing ticket fields

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanksChris

51412
G
Community Debut
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Apprentice
DcassApprentice
asked in Ticketing & Agent Productivity
FreshDesk - Agent Reply CC Field Auto Populate Issue

Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

841
Sneha Kandasamy
Community Manager
Dogkas
Apprentice
DogkasApprentice
asked in Ticketing & Agent Productivity
Ticket field - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?  

352
madhusingh0906
Community Manager
S
Apprentice
sarawomskiApprentice
asked in Ticketing & Agent Productivity
Ticket Templates

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

1013
madhusingh0906
Community Manager
K
Apprentice
kireApprentice
asked in Ticketing & Agent Productivity
Facing Issue when creating ticket from customer portal

 

393
Keith327
Community Debut
adrianSYA
Apprentice
adrianSYAApprentice
asked in Ticketing & Agent Productivity
AutoAssign tikects to me

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

352
Keith327
Community Debut
Debbien
Apprentice
DebbienApprentice
asked in Ticketing & Agent Productivity
PARENT TICKETS

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client.  They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

301
Sneha Kandasamy
Community Manager
S
Apprentice
SonjaS.Apprentice
asked in Ticketing & Agent Productivity
Subject for canned respnses

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

2522
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Community Debut
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Top Contributor
GOODYTop Contributor
asked in Ticketing & Agent Productivity
How do I remove Merge link

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

2153
hemanth.ramya
Community Manager
G
Top Contributor
GOODYTop Contributor
asked in Ticketing & Agent Productivity
How do I remove "FIRST RESPONSE DUE"

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated  

22914
Leon99
Community Debut
samuel.cerezo
Apprentice
samuel.cerezoApprentice
asked in Ticketing & Agent Productivity
Can't modify agent email

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

363
Yusuf Ahmed
Community Manager
M
Skilled Expert
MichaelJMSkilled Expert
asked in Ticketing & Agent Productivity
Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

2793
E
Skilled Expert

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