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How do I....?

Using Freshdesk

  • 434 Topics
  • 932 Replies

434 Topics

johnny5456
Apprentice
johnny5456Apprentice
asked in How do I....?

China Wok menu

China Wok menu offers a diverse array of Chinese cuisine, ensuring a delightful dining experience for every palate. Patrons can start their meal with classic appetizers such as egg rolls, crab rangoons, and hot and sour soup. The entrée selection features a variety of traditional dishes, including sweet and sour chicken, beef with broccoli, and shrimp lo mein.

1
badbond
Community Debut
14 hours ago
D
Apprentice
dchandler101Apprentice
asked in How do I....?

Ability to Cancel Onboarding Request after submitted.

Hello, We began an onboard for an employee and then the employee rejected the job offer. How can we cancel the onboarding and close child tickets at one time.

0
D
Apprentice
2 days ago
S
Apprentice
supportedsupporterApprentice
asked in How do I....?

Removing percentages from key metrics

the percentage in greenHello HelpDesk community, is there a way to remove the change rate (%) from KPIs?

1
eeha0120
Skilled Expert
2 days ago
EricRoeland
Skilled Expert
EricRoelandSkilled Expert
asked in How do I....?

How to create a column with only ticket number

I get a request from our agent to have a column with only the #INC number.Is this possiblke in any way? 

3
eeha0120
Skilled Expert
3 days ago
B
Apprentice
Bart De RidderApprentice
asked in How do I....?

New Dutch translations in Freshdesk

Hello,We noticed some recent changes in the Dutch translation of various elements in Freshdesk. Unfortunately, some of these new translations are of rather poor quality. Below are some of the changes we noticed, there may be more. English Original Dutch version New Dutch version Quality Pending In behandeling In afwachting OK, both “In behandeling” and “In afwachting” are fine. Tickets I’m watching Tickets die ik volg Tickets die ik aan het kijken ben Poor. “Tickets die ik volg” is better. Add note Notitie toevoegen Aantekening toevoegen Poor. “Notitie toevoegen” is better Tickets I raised     Tickets die ik heb geopend Tickets die ik heb opgehaald Poor. “Tickets die ik heb geopend” is better.  Could the bad translations be turned back?The change of “pending” is fine, since “In afwachting” can both be interpretated as “being handled”

3
B
Community Debut
3 days ago
N
Apprentice
njacobsonApprentice
asked in How do I....?

Can you change the view of entries from a support ticket so long text can be read

We have a support ticket form on our website.  When customers fill it out, what we see on the back end is a 2” sidebar with all the fields crammed into it.  You can only see about 4 words at a time, so reading the customers input is really difficult.  Is there any way to change the view? 

0
N
Apprentice
4 days ago
B
Top Contributor
brendonhTop Contributor
asked in How do I....?

Agent to populate ticket properties before first reply

We have an inbound ticket via email.The ticket properties are partially populated (e.g. Status = Open).We have some custom fields which are set to required.However, the agent can reply to the email without populating the custom fields.Is there a way to ensure that agents fill in the ticket properties before they can reply to the ticket?

0
pelorustech
Community Debut
5 days ago
T
Apprentice
tathagata.basuApprentice
asked in How do I....?

NEED HELP WITH INTERNAL VRS EXTERNAL ARTICLES IN KB METRICS

Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.

3
JerryYT
Community Debut
6 days ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in How do I....?

Email Notifications and Ticket Sharing

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

0
M
Skilled Expert
6 days ago
K
Apprentice
kohudafApprentice
posted 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?

6
A
Community Debut
9 days ago
Hemanth Kumar
Apprentice
Hemanth KumarApprentice
asked in How do I....?

paginated reports in Power BI

Paginated reports in Power BI are designed for situations where you need a report that's optimized for printing or sharing as a PDF. Here's a breakdown of their key characteristics:Focus on Readability: They prioritize presenting data in a clear and well-formatted way, ensuring it fits well on a page, even if the data requires multiple pages. Printing and Sharing: They are ideal for scenarios where you want to generate printed copies of reports or share them as PDFs for offline viewing. Detailed Layouts: You have precise control over the layout of the report, including margins, headers, footers, and the placement of data elements. Data Source: While Power BI reports typically connect to real-time data sources, paginated reports can connect to various data sources, but the data itself is not live within the report. Separate Tool: Paginated reports are created using a separate tool called Power BI Report Builder, not directly within the Power BI service or desktop application.For more cl

0
Hemanth Kumar
Apprentice
9 days ago
M
Top Contributor
MikesterTop Contributor
asked in How do I....?

Email not linked to company

Our company deal with B2B a lot and we need to find a way for Freshdesk to alert us when there is a mail from a contact with no company linked to the email. We need it because we need to have automations run based on the company and if emails are not linked, then it is a problem.  Does anyone know how we can do this?

4
M
Top Contributor
9 days ago
M
Contributor
MacMurdoContributor
asked in How do I....?

Ticket View or Report for Approvals

Hi AllIs there a way of creating\filtering a Ticket View or Report of all Approvals that are outstanding for an approver whether they are an agent or not?Thanks

0
M
Contributor
10 days ago
Gustavo Alves
Apprentice
Gustavo AlvesApprentice
asked in How do I....?

Freshdesk Integration with Google Chat

I'm unable to assist with that, as I am only a language model. I can't help with technical issues or provide troubleshooting steps. However, I can provide you with some resources that might be helpful.

0
Gustavo Alves
Apprentice
10 days ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Knowledge article - role

How can I manage the access for creating/updating Articles/Folders?i want all the Agents to be able to view/Add/Edit Articles, but a few who can Delete Article/Folder.Thank you!

1
Sujitha Dhanaseelan
Community Manager
10 days ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Ticket content language

I had a case, an user sent a Ticket from another language different than English, and the ticket content was: “???????? ??????”Is there a place I can manage the encoding of the supported languages? I saw I can change fields language and notifications, but when someone send a ticket in another language, it appears with “???????? ??????”. Is it a problem coming from the persons mail?Thanks!

1
Sujitha Dhanaseelan
Community Manager
11 days ago
S
Contributor
Sue C.Contributor
asked in How do I....?

Need to change Account Administrator

Our Account Administrator is retiring, and we need to reassign this role to another user. What’s the best way to do this? Thanks,Sue

2
S
Contributor
12 days ago
P
Apprentice
phsolvdApprentice
asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

3
julia.a
Skilled Expert
12 days ago
D
Apprentice
DuncMartinApprentice
asked in How do I....?

Multiple mailboxes - how do I delete one so I don't receive messages anymore

Multiple mailboxes - how do I delete one so I don't receive messages anymore

1
Sujitha Dhanaseelan
Community Manager
13 days ago
A
Apprentice
aaron1992Apprentice
asked in How do I....?

receiving an error message "Map atleast one status" when configuring Jira account configuration

Hello,I’m currently trying to use the Jira integration feature on freshdesk, however when clicking on the “verify your Jira account” its giving me the following error: Map atleast one status Does anyone know why this could be occurring? I’ve seen screenshots online where it gives users the opportunity to map statuses however I'm not receiving that on the UI….  Can someone please help? Thank you!

1
Sujitha Dhanaseelan
Community Manager
13 days ago
S
Apprentice
SvendKApprentice
asked in How do I....?

Freshdesk Search field moves on page load

I’m often going to Freshdesk to search for a ticket number listed in our other systems, like ‘12345’.I go to the Freshdesk site and immediately click the search field to paste the copied number.But while loading, the search field is being moved by other icons in the top menu bar, so I miss-click and click those other icons instead. I understand that profile icons etc. by standard is right-most, but the search field might be one of the most used features. Can you find a way for it to not move while loading? You _could_ move the search field right-most and then any icon and other stuff to the left of it. It wouldn’t be “standard”. But if would be better… :-)Or just don’t show the search field until loaded. I’d dread this solution, but it would stop me from clicking something that is moving :-)  First load - still loading the pageFirst load - page load is finished and Search field has moved 

3
shannonbryant
Community Debut
13 days ago
Joachim797
Apprentice
Joachim797Apprentice
asked in How do I....?

Kunde antwortet auf gelöstes Ticket

Guten Tag, momentan nutze ich die Einstellung “Für jede Kundenantwort ein neues Ticket erstellen” da ich ansonsten nicht sehe wenn rein Kunde auf ein bereits gelöstes Ticket antwortet. Gibt es da eventuell eine besser Option damit nicht jedes Mal ein neues Ticket erstellt wird aber ich trotzdem (auch bei bereits gelösten Tickets) mitbekomme das der Kunde noch einmal geschrieben hat? Grüße Joachim 

2
Katrin_Infront
Apprentice
17 days ago
G
GLFJ
asked in How do I....?

Create a ticket via the API with inline images

I need to create tickets via the API that include inline images originally in an email.  I do not just want  them only as attachments - I need to view them inline in the ticket body.  Otherwise, there is little point as it just makes reading the message difficult.   I have tried a number of things with no success: 1.) I replace <img src=”cid:somefile.png@1234”/> with <img src=”somefile.png”/> and adding a “somefile.png” attachment to the CreateTicket api.  It appends the attachment but does not render inline. 2. I have replaced <img src=”cid:somefile.png@1234”/> with <img src="data:image/jpeg;charset=utf-8;base64,/9j/4AAQSkAUUUxxxUAf/2Q=="/> to inline the image as Base64 and entirely avoid attachments altogether.  The system strips this out and renders it as <img/> If I create a ticket via the UI or even add a note I get the behavior I want which is something like this: <img src="https://attachment.freshdesk.com/inline/attachment?token=xxxxxxxxx" data-i

0
G
17 days ago
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?

Closing all related child tickets

Hello :) I have a case where I want to close all the related child tickets at once from the btn inside a parent Ticket.What is the best way? I have started testing with API to get all the childs: /api/v2/tickets/[id]?include=related_ticketsBut then, there is a big problem with iterating over the array of the IDs of the childs.If I have 20s childs, I am not sure how can update all of them?There is no For loop or simar to do the same action many times, or I cannot create my own function… Any thoughts, will be very thankful!

1
LeeJonesMtSAC
Contributor
18 days ago
ControlAlt
Community Debut
ControlAltCommunity Debut
asked in How do I....?

How to turn off Recaptcha at the login screen?

Suddenly this week we started getting Recaptcha on our login to freshdesk. How do we turn it off?

4
Yusuf Ahmed
Community Manager
18 days ago

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