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Using Freshdesk

CX and Customer Support

4851 Posts
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Apprentice
shawn.keimApprentice
asked in Apps and Marketplace Integrations
Want to move from Slack to Teams

We have been utilizing the slack integration for several years now,  during which time our company has moved over to teams as an organization.   I would like to utilize the new MS teams integration, unfortunately the developers did not make the integrations equavalent.    While I can add a push to slack action to a private slack channel,  The MS teams integration only allows pushing a message to MS teams Public channel.   As we have channels for supervisors,  Level 1, Level 2,  ….   This basically nulifies the entire integration.    Has anyone been able to set up a webhook or come up with a workaround for this overlooked functionality?    

401
madeleinemason0
Community Debut
M
Top Contributor
MchagnonTop Contributor
asked in Ticketing & Agent Productivity
New fixed column "Source"

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

53624
Daniel Söderlund
Skilled Expert
ricky23
Apprentice
ricky23Apprentice
asked in How do I....?
Removing email address from cache

We use Freshdesk as our IT support ticketing system. When ever we respond to a ticket it caches the email address, so when you add a CC to your message all addresses you’ve ever written to appear there. There are former employees and outside addresses I would really like to remove from that drop down list. Is there any way to do that?

1475
MarcoLuvisi
Community Debut
W
Apprentice
wonderkindApprentice
asked in Portals, Emails & Other Channels
customer can't submit new topics - access restricted

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

624
newuyr
Apprentice
andrewcruzr
Apprentice
andrewcruzrApprentice
asked in API and Webhooks
Could'n get tickets using per_page

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

6333
l1ll1
Community Debut
zainalee
Apprentice
zainaleeApprentice
posted in Portals, Emails & Other Channels
What is the best to use same footer for all sections or pages on any site?

Hello Everyone, I’m following this solved thread but still in search best solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks in AdvanceRegards: Zaina 

1372
emmajack
Community Debut
C
Apprentice
cdemartiniApprentice
asked in Knowledge Base
Publishing Articles in KB: I'm losing all my links and formatting

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

762
pattcummins
Community Debut
niyathi.reddy.vuluvala
Apprentice
niyathi.reddy.vuluvalaApprentice
published in Apps and Marketplace Integrations
Unleashing the Power of Marketplace Apps in Conversation with James Allnutt from Opus 2

In a fast-growing digital world, connected digital practices are critical for creating contextual customer experiences. Opus 2, founded in 2008, has been a leader in legal tech, providing game-changing, cloud-based legal technology and services that enable law firms to build the connected digital practices of today, and tomorrow.  Powered by Opus 2, law firms worldwide deliver innovative, solution-based services that bring their teams, clients, and third parties together in a single connected space. This approach lets lawyers focus on what matters most: creating value, differentiation, and deeper client engagement. Evolving with the growing businessCustomer experience is crucial in the digital legal services industry, and Opus 2 has earned a good reputation for providing exceptional customer experience. The volume of queries and incidents has significantly increased as the company expanded with additional solutions and service offerings over the past few years. However, the headcount f

471
D
Community Debut
Tintin
Skilled Expert
TintinSkilled Expert
asked in Portals, Emails & Other Channels
Position should be from

Does anyone here experience this issue. See attached screenshot,  

596
Jhared Pretorius
Apprentice
V
Contributor
vrc.WilliamContributor
posted in Analytics, Reports & Dashboards
No Way to Correct Customer's Accidental Negative Surveys

Hey All, I wanted to check in here because my team and I have been dealing with this issue for a long time. Whenever we receive a negative survey, I always follow up with the customer to see if there was anything more we could have done. In almost every case, the negative survey was submitted by mistake, but there’s no way to reverse or cancel it without deleting the ticket—which we don’t want to do, as we’d lose valuable ticket history and summary information. One workaround I found is to reopen the ticket after confirming the survey was a mistake, send the customer an email letting them know I’m "resetting" it, and then mark it as resolved again. This triggers a new survey. However, instead of replacing the original response, it just adds another survey to the results. This creates issues with our metrics and analytics. Right now, the only way to address it in company meetings is by showing screenshots of the customer’s response confirming the mistake. I’m wondering if anyone has fou

695
V
Contributor
K
Apprentice
kohudafApprentice
asked in How do I....?
Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

3392
Richardhackman
Community Debut
trevhowes
Community Debut
trevhowesCommunity Debut
asked in Knowledge Base
Use of HTML in articles - examples to share?

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk.Can you help by sharing any others or point me to where some might be?Many thanks in advance.Trevor.. <div class="single-article-content article-body">        <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre>  <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:[email protected]">[email protected]</a> to get it enabled for your account.</pre><p>

6423
A
Community Debut
H
Top Contributor
HenrikSTop Contributor
asked in Analytics, Reports & Dashboards
Business hours impact on average resolution time

If our company has support groups in different time zones with different defined business hours and I run a report for average ticket resolution time in business hours, how is the calculation done with respect to these groups? If they work on the same tickets will it be based on the group affiliation of the person resolving/ closing the ticket, or?

200
H
Top Contributor
Bonesaw
Contributor
BonesawContributor
asked in Automations and Workflows
Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

36915
saad50003
Community Debut
mcperr3
Apprentice
mcperr3Apprentice
asked in Contacts & Companies
Adding fields/columns to contacts view

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

89216
D
Community Debut
carol
Apprentice
carolApprentice
asked in How do I....?
Online forms to create a ticket

Hi Community,I’m trying to automate the creation of the tickets.I built a Microsoft Forms and I want to use Power Automate to send to my [email protected] an email and after that, it should create automatically the ticket but I’m not being able to find where I can do that.Also, in general, do you know if Freshdesk has already an online form that I can share via URL and my employees can use it to create the ticket? Thank you very much

13734
noorudeen
Community Debut
J
Apprentice
JackSApprentice
asked in Apps and Marketplace Integrations
Grammerly Chrome Extension

When accepting Grammerly suggested changes when replying to a Freshbook ticket, the change is placed where the currer is located instead of replacing the misspelled word, or the change does not occur at all.Example:What I typed - Thank you for your patencs while I work on your issue.What happens when I have Grammerly fix the error. - patienceThank you for your patence while I work on your issue

403
innoxentwarrior
P
Apprentice
paulhwApprentice
asked in Getting Started
NPO / Non Profit Pricing

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

6434
KittyCat
Community Debut
M
Top Contributor
MorourkeTop Contributor
posted in Contacts & Companies
Convert Agent to Collaborator or Collaborator to Agent

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

1671
M
Top Contributor
estanicy
Apprentice
estanicyApprentice
asked in API and Webhooks
Retrieve historical Ticket data

Hello,I am having trouble retrieving historical ticket data, we have a lot of tickets that need to be retrieved for the whole 2024, but i am stuck in how to retrieve all of them. I have tried filtering and also using a “target_date” and a descending order from the latest ticket to the target date but i always get an error (mostly from reaching over the 300 pagination limit). I am trying this in python, can anyone help me on how to build a proper request for this? Thanks

1023
fatimasmak
Community Debut
C
Apprentice
Chris GApprentice
asked in How do I....?
Recent experience shows basic need to prevent ticket deletion on all product levels for security reasons. Please can you introduce

We recently had an employee who experienced a mental health issue. Long story short he deleted a bunch of customer communications. We have been unable to reinstall them and been left with upset customers and multiple bad business reviews online.I’ve been told the only way to prevent agents having the ability to delete items permenantly is to upgrade to the Pro plan and use the custom roles feature. This does not feel right that this product is not secure at all levels against things like this happening. I like Freshdesk but this shows a serious flaw in your product. Please can someone from the product team advise if this can be addressed?

503
rav520
Community Debut
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
Thaisz.swa
Apprentice
Thaisz.swaApprentice
posted in Knowledge Base
Instability in document creation functionality

Since January 30th, we have been experiencing slowdowns and bugs in the document creation functionality. The save document button becomes inactive. Images take time to load. There are many visual bugs after publishing documentation, an example it’s images that lose responsiveness. When I create a table and click on it to write, it returns me to the beginning of the document.

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mahendarsingh
Community Manager
T
Contributor
tony.morganContributor
asked in Apps and Marketplace Integrations
Any posibility to Auto Merge Duplicate Tickets

WE have an issue were tickets are sent to 2 separate emails that open tickets for say Accidents and Fleets that are directed at 2 different groups but go to the same ticket group. When they come into the ticket system it 2 separate tickets. Is there a way for Freshdesk to see that they are the same and auto merge them?

1045
atmosphereswitch
Community Debut
Trava1985
Apprentice
Trava1985Apprentice
asked in Automations and Workflows
Webhook to Update Ticket after Ticket Raised

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

481
Trava1985
Apprentice

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