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Ticketing & Agent Productivity

Using Freshdesk

  • 278 Posts
  • 814 Replies
278 Posts
jmoar
Apprentice
jmoarApprentice
asked in Ticketing & Agent Productivity
Reporting on a dependent field inside a Ticket Type section

I’m wondering whether it is possible to report on a dependent field, inside a ticket type section.So at the moment, we have the default ticket field ‘Type’ with an ‘IT Support’ option. Selecting ‘IT Support’ displays the ‘System’ section, which contains a dependent field for all of our different systems, and then sub-categories of those systems, etc.Is it possible to create a widget which would display ticket volume for each of those systems, and then let us drill down into the subcategories etc.? Has anyone had any luck with this?

1983
emanuelevalerio
Community Debut
Crocus_Benford
Top Contributor
Crocus_BenfordTop Contributor
asked in Ticketing & Agent Productivity
what is the Omniroute refresh rate?

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

461
Aishvarya
Community Debut
derymh
Apprentice
derymhApprentice
asked in Ticketing & Agent Productivity
How to do ticket escalation L1 to L3 and L2 to L3 on Freshdesk

Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue?   Regards & Thanks Dery

4910
derymh
Apprentice
caygri
Skilled Expert
caygriSkilled Expert
asked in Ticketing & Agent Productivity
Pay per ticket

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay. 

120
caygri
Skilled Expert
Frankicks
Apprentice
FrankicksApprentice
asked in Ticketing & Agent Productivity
Not receiving replies to tickets after responding to the question

Hi, My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation: Customer sends email through [email protected] I reply to the email (now ticket) on my agent account on Freshdesk Customer receives my reply and replies to the email again I never receive the reply of the customer in the ticketHow can I resolve this?

5566
Juliana Rozario
Community Debut
T
Apprentice
tlentineApprentice
asked in Ticketing & Agent Productivity
Placeholder for Contact Name

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if [email protected] emails a question and copies [email protected]. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

9963
MobilityRoute
Community Debut
N
Apprentice
Nirupama KamathApprentice
asked in Ticketing & Agent Productivity
Search Tickets based on Closed date

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

2683
oxleymatt
Community Debut
E
Top Contributor
EstherTop Contributor
asked in Ticketing & Agent Productivity
If you want to, you can also open up a complete list of tagged items by clicking on the corresponding numbers.

Please explain how this works.I cannot see a list of 15 articles when I click on 15 so please tell me how I can ope a complete list of tagged items by clicking on the corresponding numbers?

101
Pooja Bernice
Community Debut
M
Apprentice
meredithApprentice
posted in Ticketing & Agent Productivity
icon to turn public notes private doesn't work

The little icon next to a note that used to allow an agent to change a note from public to private and vice versa no longer works.  If someone replies to the support ticket who was not originally sent or copied from freshdesk, then their reply is entered as a PULIC note that customers can see!  There is no way to change this note to private according to FD support. 

451
Juliana Rozario
Community Debut
PaulM
Apprentice
PaulMApprentice
asked in Ticketing & Agent Productivity
Support. Email. Ticket Response copies mailbox

HiI have configured my company’s support email box to forward onto my Freshdesk support mailbox. This is working well.However, when we respond to a Ticket on Freshdesk it, by default, adds our company support mail address as a CC (copied) addressee. Is there a way to prevent this? We don’t want to, by default, CC ourselves on ticket responses.

1431
niveditalakraa
Community Debut
davidM265
Top Contributor
davidM265Top Contributor
asked in Ticketing & Agent Productivity
Is it possible to consolidate one customers tickets into one ticket?

We have a customer who has interacted with multiple channels on the same issue, thus there are many tickets for the one customer. I wanted to know if it is possible to just combine these into one ticket?

281
niveditalakraa
Community Debut
ZamKaveli
Apprentice
ZamKaveliApprentice
asked in Ticketing & Agent Productivity
Opening new tickets to tabs in freshdesk and where to remove "source" from tickets

HelloI’m testing Freshdesk and wondering some things. Here are 2 questions:How can I open tickets to tabs in the freshdesk, like in zendesk?When I’m making ticket in freshdesk it says the source is phone, how can I change or remove that? 

4453
niveditalakraa
Community Debut
E
Apprentice
Emma StoneApprentice
asked in Ticketing & Agent Productivity
Setting up new Agents using VPNs

Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks

1082
David biga
Community Debut
dexterb
Apprentice
dexterbApprentice
asked in Ticketing & Agent Productivity
Agent creates a support ticket to other agents dilemma

Sometimes our agents need to create a support ticket for someone else on their team to resolve. For example, the agent's printer broke so he creates a ticket by emailing at [email protected]. The ticket is properly assigned to another agent who replies with a pending solution.The dilemma is - whenever the agent that created the ticket replies to the other agent's response, the reply goes back to him when it should go to the agent who replied.Is there a solution for this dilemma?

492
dexterb
Apprentice
D
Apprentice
ddemontangonApprentice
asked in Ticketing & Agent Productivity
How can I search tickets by author / creator ?

Hi,Is is possible to search tickets by the name of the agent that created them ?Please helpDavid

723
Pooja Bernice
Community Debut
Sarath
Apprentice
SarathApprentice
asked in Ticketing & Agent Productivity
Child Ticket Creation modal In Freshdesk

Hi, I would like to know if there is any way to trigger open the create child ticket form in Freshdesk.  

1351
niveditalakraa
Community Debut
GauravAnvekar
Apprentice
GauravAnvekarApprentice
asked in Ticketing & Agent Productivity
FD Sync to Excel

Hi All - Is there any way we can get Realtime status of tickets in Excel without the need of using Export option in FreshDesk? 

471
niveditalakraa
Community Debut
PHawk
Apprentice
PHawkApprentice
asked in Ticketing & Agent Productivity
Fields that customers can edit only on ticket creation

Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as  “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created. 

230
PHawk
Apprentice
M
Apprentice
Mika JusslinApprentice
posted in Ticketing & Agent Productivity
How could we use Freshdesk as Internal Quality Incident Management System?

Is there any best practices that Freshdesk could handle internal incidents for ISO 9001 and 27001? 

350
M
Apprentice
PaulineMIQUEL
Apprentice
PaulineMIQUELApprentice
asked in Ticketing & Agent Productivity
Only 1 address in TO which is prepolulated

Hello, I don’t understand why the field TO is automatically filled and it’s prepopulated so that we can’t modify it. Would it be possible to change the product to have the possibilité to choice every time we want to change the field TO ? We use Freshdesk with an intern software, we create a ticket by sending an email to our customer from this software and we put our contact adress as a recipient to open automatically a ticket in freshdesk and have a record of this first email. Thank you,Pauline 

60
PaulineMIQUEL
Apprentice
Altus
Skilled Expert
Altus
posted in Ticketing & Agent Productivity
How do you find your tickets in a situation like this?

Hi thereIn our company we do software releases.We create many tickets and Tag them with the name of the update so we know what has been included in that release.  In this case the tag we created for this release is called 22.1 Major Release In this example...What I want to do, is use the filters to display all the tickets that were included in our 22.1 Major Release After applying that filter I get 7 pages of tickets, which is great. But now I want to be able to search within those results to find the ticket. But this is not possible.  Surely it should be? Does anyone else think this should be possible or would find it good to have this searching ability available? 

241
zachary.king
Skilled Expert
Jared531
Apprentice
Jared531Apprentice
asked in Ticketing & Agent Productivity
Freshdesk Search Bar Issues

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax.   It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example:          #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01]          I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

1010
Jared531
Apprentice
kavindha
Apprentice
kavindhaApprentice
asked in Ticketing & Agent Productivity
Get email from ticket body and assign to reply-to

Hi,My company receives requests from customers by filling in a submission form but due to certain laws we have to adhere to we cannot save this info and have to send these requests to our external email and then import them into freshdesk from the external email. Since the emails are all coming to the external email from our corporate email the default reply to in each ticket is the corporate email. The actual customers email is in the email body. Customer agents have to change this each time and it has become a real hassle. Is there any method to automatically get the customers email from the body and set this as the reply-to value.flow for better understanding Customer fills form and submit > corporate email server sends info as email body > external email > fresh desk

750
kavindha
Apprentice
L
Apprentice
lyonstlApprentice
asked in Ticketing & Agent Productivity
Filters field no longer refreshing

Yesterday (3/2/2021) filters would automatically update the page when selected. For example if you add or take away an agent in the filter list this it would refresh the page.  You now have to press apply filters to update this change.   Was this a deliberate change?

361
hemanth.ramya
Community Manager
jackyjoy123
Apprentice
jackyjoy123Apprentice
asked in Ticketing & Agent Productivity
How to the add custom fields to the Customer records ?.

Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

3753
jackyjoy123
Apprentice

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