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Ticketing & Agent Productivity

Using Freshdesk

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278 Posts
J
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JKB57Top Contributor
asked in Ticketing & Agent Productivity
To many keyboard presses needed to enter times like 5 minutes when logging time

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that.  

342
Aishvarya
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J
Top Contributor
JKB57Top Contributor
asked in Ticketing & Agent Productivity
How to edit ticket summary field if another agent originally entered it?

How do I edit the Freshdesk ticket Summary field if another agent originally entered it? One of my colleagues is away this week, so I took over his ticket and set myself as the Agent. However, when I went to update the Summary that my colleague had originally entered, the Edit button was invisible. That makes no sense. I’m now the agent on the ticket. I should be allowed to edit the Summary. Please tell me how to do it, or please fix it if this is a bug. This is a very common use case.

1584
J
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J
Top Contributor
JKB57Top Contributor
asked in Ticketing & Agent Productivity
Freshdesk Out of office error: Start time should be at least 15 minutes from current time

When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why the heck do you have this 15 minute buffer? It makes utterly no sense.

571
JoeFresh123
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J
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JKB57Top Contributor
asked in Ticketing & Agent Productivity
Where is the format painter button in Freshdesk?

Does the Freshdesk “email” editor have a format painter button like Outlook’s excellent email editor? I couldn’t find such a button in Freshdesk. See screenshot below. We need this functionality. It is a time saver. 

391
jim.stephen
Community Debut
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Ticketing & Agent Productivity
[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable!  ✅ If you missed it or want to watch it again, get to it! ✅  Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

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rhea.desouza
Community Manager
M
Apprentice
mtillsApprentice
posted in Ticketing & Agent Productivity
Ticket associated with company as a whole - Internal How?

Hello all.  We are evaluating FD and it is very nice.  One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company.  Based on our research this does not seem possible since tickets are tied to an email address.  However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons.  For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc.  These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done.  We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer.  They are m

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N
Apprentice
Bruno Guirra
Apprentice
Bruno GuirraApprentice
asked in Ticketing & Agent Productivity
Split ticket vs regular ticket

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

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Bruno Guirra
Apprentice
Bernburgerin
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BernburgerinTop Contributor
asked in Ticketing & Agent Productivity
Freshdesk: “search term” works, but AND and OR don't work

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

470
Bernburgerin
Top Contributor
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.  

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F
Skilled Expert
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Ticketing & Agent Productivity
[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

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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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B
Community Debut
A
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. 

1181
JoeFresh123
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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 

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S
Apprentice
jeverhart
Apprentice
jeverhartApprentice
asked in Ticketing & Agent Productivity
Email notification when KB Articles are expiring

Is it possible to setup an email notification when KB Articles are going to expire in X number of days. I know that the author will get an email. However, if the author has left the company we would like to know that their article is going to expire. So if we could send a notification to an email address so that the author AND this email address would get an email when a KB article is going to expire that would be helpful.

1381
V
Community Debut
TSarkar
Apprentice
TSarkarApprentice
asked in Ticketing & Agent Productivity
timelog sync

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

211
Pooja Bernice
Community Debut
Alecia.B
Apprentice
Alecia.BApprentice
asked in Ticketing & Agent Productivity
Extra space lines after copy + paste

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this? 

10702
Alecia.B
Apprentice
Bonesaw
Contributor
BonesawContributor
asked in Ticketing & Agent Productivity
Response time from Freshdesk support.

I submitted a ticket 8 days ago and haven’t heard anything since, even after I responded again to the ticket. Is this a normal response time from support?

591
jim.stephen
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N
Apprentice
NerdigApprentice
asked in Ticketing & Agent Productivity
Tickets wont pop up again after getting status "Solved"

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

401
jim.stephen
Community Debut
J
Apprentice
JohnEXOApprentice
asked in Ticketing & Agent Productivity
"Send and set as" defautl Send button

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time… 

2063
HVA
Top Contributor
R
Apprentice
rgandiaApprentice
asked in Ticketing & Agent Productivity
Split ticket remove last response from original ticket

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

4283
R
Apprentice
E
Apprentice
ervinjasonApprentice
asked in Ticketing & Agent Productivity
Insert a description or instructions in Canned Responses

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response 

311
Pooja Bernice
Community Debut
M
Apprentice
Michel BattyApprentice
asked in Ticketing & Agent Productivity
Dashboard Issue

We are using the Sprout version of FD, upgrading later this year. The Dashboard shows 1 open ticket and 1 unassigned ticket. When I click on either one I am taken to a page that says “No tickets here.” Where are the missing open and unassigned tickets. We want to close them out.

2379
alyssia.correa
Community Manager
S
Apprentice
StephenatkApprentice
posted in Ticketing & Agent Productivity
Out of office

We recently implemented the default out of office feature in FD, we have hit a few hurdles and I wanted to check if the community have similar issues or suggestions:It appears as though only an administrator can perform an out of office for another agent and this is done by impersonating them. Not ideal  I can’t seem to find any dashboard or report that provides a list of agents currently OOO. We have to manually assign people or a group that must receive the notification when a customer replies to an agent that is OOO. We would prefer a method to assign this to a specific role e.g. team lead, you can obviously do this manually but people change roles and then you have to remember to add them or change them.

5562
Aishvarya
Community Debut
Paula
Top Contributor
PaulaTop Contributor
asked in Ticketing & Agent Productivity
Arcade

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

842
Paula
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