Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>

\u00a0<\/p>

The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>

While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>

In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>

Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>

In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p>

<\/oembed><\/p>

\u00a0<\/p>

Lastly before I sign off, a few additional points:<\/span><\/p>

\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>

\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>

\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>

\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

\u00a0<\/p>

Thanks for your patience and support as always.<\/span><\/p>

\u00a0<\/p>

Best<\/p>

Ally<\/p>","url":"\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"6 days ago"},"contentType":"article","type":0,"likes":5,"hasCurrentUserLiked":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}">

ATTENTION PLEASE!! Maintenance Hours for Freshworks Community 2.0

6 days ago

• Community
• Using Freshdesk
• Ticketing & Agent Productivity

Ticketing & Agent Productivity

Using Freshdesk

• 47Topics
• 104Replies

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47 Topics

Hey guys. All good?<\/p>

I would like to understand how you manage your predefined asnwers, the templates?<\/p>

Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.<\/p>

If anyone has any tips it would be great! :D<\/p>","url":"\/ticketing-agent-productivity-11362\/management-of-predefined-responses-32414?postid=80691#post80691","creationDate":"2023-07-24T19:14:19+0000","relativeCreationDate":"15 hours ago"},"isTopicUnread":true,"privateId":18899,"id":32414,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/management-of-predefined-responses-32414","title":"Management of predefined responses","lastPost":{"id":80691,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"

Hey guys. All good?<\/p>

I would like to understand how you manage your predefined asnwers, the templates?<\/p>

Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.<\/p>

If anyone has any tips it would be great! :D<\/p>","url":"\/ticketing-agent-productivity-11362\/management-of-predefined-responses-32414?postid=80691#post80691","creationDate":"2023-07-24T19:14:19+0000","relativeCreationDate":"15 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80691,"author":{"id":39576,"url":"\/members\/pedrolunardi-39576","name":"pedrolunardi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/807bc9a9-57d2-4503-a72c-414ce09dee5c.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":"

Hey guys. All good?<\/p>

I would like to understand how you manage your predefined asnwers, the templates?<\/p>

Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.<\/p>

If anyone has any tips it would be great! :D<\/p>","url":"\/ticketing-agent-productivity-11362\/management-of-predefined-responses-32414?postid=80691#post80691","creationDate":"2023-07-24T19:14:19+0000","relativeCreationDate":"15 hours ago"},"numberOfViews":2,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80691"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

pedrolunardi Top Contributor

张贴在Ticketing & Agent Productivity

Management of predefined responses

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

0 0

15 hours ago

I want to add a 2 week duration to a ticket.\u00a0 I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value<\/p>

\"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}\"<\/p>

What am I missing?<\/p>","url":"\/ticketing-agent-productivity-11362\/2-week-duration-30984?postid=77786#post77786","creationDate":"2023-05-16T16:56:06+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5690,"id":30984,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/2-week-duration-30984","title":"2 week duration","lastPost":{"id":80621,"author":{"id":45966,"url":"\/members\/connordavid-45966","name":"connordavid","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/aaf5d4ab-ff4e-45d4-8cbd-dfc4793c352f.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

hy<\/p>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/2-week-duration-30984?postid=80621#post80621","creationDate":"2023-07-22T10:29:03+0000","relativeCreationDate":"3 days ago"},"lastReply":{"id":80621,"author":{"id":45966,"url":"\/members\/connordavid-45966","name":"connordavid","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/aaf5d4ab-ff4e-45d4-8cbd-dfc4793c352f.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

hy<\/p>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/2-week-duration-30984?postid=80621#post80621","creationDate":"2023-07-22T10:29:03+0000","relativeCreationDate":"3 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":77786,"author":{"id":43723,"url":"\/members\/nparionagmail-43723","name":"nparionagmail","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/7e1fe216-5cab-4a5d-80d2-cd4afdf482b5.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

I want to add a 2 week duration to a ticket.\u00a0 I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value<\/p>

\"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}\"<\/p>

What am I missing?<\/p>","url":"\/ticketing-agent-productivity-11362\/2-week-duration-30984?postid=77786#post77786","creationDate":"2023-05-16T16:56:06+0000","relativeCreationDate":"2 months ago"},"numberOfViews":46,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80621"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

nparionagmail Apprentice

asked inTicketing & Agent Productivity

2 week duration

I want to add a 2 week duration to a ticket. I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

0 4

3 days ago

As a manager, I\u2019d like to check out some of my team\u2019s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week.\u00a0So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?<\/p>

I opened an idea to allow filtering lists on ANY standard date field. Please upvote:\u00a0<\/p>

https:\/\/community.freshworks.com\/ideas\/filter-lists-on-any-standard-date-field-30590
\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-lists-on-closed-date-30593?postid=76894#post76894","creationDate":"2023-04-25T13:34:42+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":18682,"id":30593,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/filter-lists-on-closed-date-30593","title":"Filter lists on Closed Date","lastPost":{"id":80031,"author":{"id":44757,"url":"\/members\/wa7154733-44757","name":"wa7154733","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/92d4f08c-dfdc-4c99-8a58-61d7a2c7df8c.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

Yes, you can filter your list views based on the Closed Date to review your team's recently closed tickets. Here's how you can do it:<\/p>

1. \t

   Access your list view: Open the list view where you want to apply the filter, such as the ticket management or reporting section of your team's ticketing system.<\/p>\t<\/li>\t

2. \t

   Locate the filter options: Look for the filter options or settings within the list view interface. This may be represented by a filter icon, a dropdown menu, or a settings result<\/a> gear.<\/p>\t<\/li>\t

3. \t

   Add a Closed Date filter: In the filter options, search for the filter related to the Closed Date or a similar field. It could be labeled as \"Date Closed,\" \"Closed On,\" or something similar.<\/p>\t<\/li>\t

4. \t

   Specify the date range: Once you've located the Closed Date filter, specify the desired date range. You can choose a specific week, month, or any custom date range you prefer.<\/p>\t<\/li>\t

5. \t

   Apply the filter: After selecting the date range, apply the filter to update the list view. This will show only the tickets that were closed within the specified timeframe.<\/p>\t<\/li><\/ol>","url":"\/ticketing-agent-productivity-11362\/filter-lists-on-closed-date-30593?postid=80031#post80031","creationDate":"2023-07-10T11:16:33+0000","relativeCreationDate":"14 days ago"},"lastReply":{"id":80031,"author":{"id":44757,"url":"\/members\/wa7154733-44757","name":"wa7154733","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/92d4f08c-dfdc-4c99-8a58-61d7a2c7df8c.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

   Yes, you can filter your list views based on the Closed Date to review your team's recently closed tickets. Here's how you can do it:<\/p>

   1. \t

      Access your list view: Open the list view where you want to apply the filter, such as the ticket management or reporting section of your team's ticketing system.<\/p>\t<\/li>\t

   2. \t

      Locate the filter options: Look for the filter options or settings within the list view interface. This may be represented by a filter icon, a dropdown menu, or a settings result<\/a> gear.<\/p>\t<\/li>\t

   3. \t

      Add a Closed Date filter: In the filter options, search for the filter related to the Closed Date or a similar field. It could be labeled as \"Date Closed,\" \"Closed On,\" or something similar.<\/p>\t<\/li>\t

   4. \t

      Specify the date range: Once you've located the Closed Date filter, specify the desired date range. You can choose a specific week, month, or any custom date range you prefer.<\/p>\t<\/li>\t

   5. \t

      Apply the filter: After selecting the date range, apply the filter to update the list view. This will show only the tickets that were closed within the specified timeframe.<\/p>\t<\/li><\/ol>","url":"\/ticketing-agent-productivity-11362\/filter-lists-on-closed-date-30593?postid=80031#post80031","creationDate":"2023-07-10T11:16:33+0000","relativeCreationDate":"14 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":76894,"author":{"id":43244,"url":"\/members\/laura-armstrong-43244","name":"laura_armstrong","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a2c8b7cf-343b-4d10-8009-55aac03ccecc.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      As a manager, I\u2019d like to check out some of my team\u2019s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week.\u00a0So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?<\/p>

      I opened an idea to allow filtering lists on ANY standard date field. Please upvote:\u00a0<\/p>

      https:\/\/community.freshworks.com\/ideas\/filter-lists-on-any-standard-date-field-30590
      \u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-lists-on-closed-date-30593?postid=76894#post76894","creationDate":"2023-04-25T13:34:42+0000","relativeCreationDate":"2 months ago"},"numberOfViews":24,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"80031"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      

      

      laura_armstrong Apprentice

      张贴在Ticketing & Agent Productivity

      Filter lists on Closed Date

      As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590

      0 3

      

      

      14 days ago

I\u2019ve an ask.<\/p>

\u00a0<\/p>

I want system to create a new ticket when customer responds on closed or resolved ticket\u00a0after 15days. This is an urgent ask<\/p>","url":"\/ticketing-agent-productivity-11362\/new-ticket-creation-on-old-closed-ticket-31232?postid=78411#post78411","creationDate":"2023-05-31T07:59:24+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5830,"id":31232,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/new-ticket-creation-on-old-closed-ticket-31232","title":"New ticket creation on old closed ticket","lastPost":{"id":79221,"author":{"id":44882,"url":"\/members\/parminder-singh-44882","name":"Parminder.Singh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e5761f46-c5a2-4268-80ee-b1afb2a00ce4.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hi Swati,<\/p>

You should be having such a an automation to change the status from Resolved to Closed. This would be an indicator that the Requester\u2019s concern have been resolved and he\/she has not approached your again.<\/p>

In case you still donot want to have this automation, you can just add the Resolved Status as well in the automation to create a new ticket.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/new-ticket-creation-on-old-closed-ticket-31232?postid=79221#post79221","creationDate":"2023-06-21T08:51:23+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79221,"author":{"id":44882,"url":"\/members\/parminder-singh-44882","name":"Parminder.Singh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e5761f46-c5a2-4268-80ee-b1afb2a00ce4.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hi Swati,<\/p>

You should be having such a an automation to change the status from Resolved to Closed. This would be an indicator that the Requester\u2019s concern have been resolved and he\/she has not approached your again.<\/p>

In case you still donot want to have this automation, you can just add the Resolved Status as well in the automation to create a new ticket.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/new-ticket-creation-on-old-closed-ticket-31232?postid=79221#post79221","creationDate":"2023-06-21T08:51:23+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":78411,"author":{"id":44190,"url":"\/members\/swatishriwastav-44190","name":"SwatiShriwastav","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e3e2c253-1e91-4a0b-aee6-0e2bb3f987bb.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

I\u2019ve an ask.<\/p>

\u00a0<\/p>

I want system to create a new ticket when customer responds on closed or resolved ticket\u00a0after 15days. This is an urgent ask<\/p>","url":"\/ticketing-agent-productivity-11362\/new-ticket-creation-on-old-closed-ticket-31232?postid=78411#post78411","creationDate":"2023-05-31T07:59:24+0000","relativeCreationDate":"1 month ago"},"numberOfViews":45,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"79221"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

SwatiShriwastav Apprentice

asked inTicketing & Agent Productivity

New ticket creation on old closed ticket

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

0 3

1 month ago

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:<\/p>

The multi_product feature(s) is\/are not supported in your plan. Please upgrade your account to use it.<\/em><\/p>

The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar?<\/p>

\u00a0<\/p>

Thanks<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-fields-multi-product-error-31404?postid=78830#post78830","creationDate":"2023-06-12T14:28:33+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5922,"id":31404,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/ticket-fields-multi-product-error-31404","title":"Ticket fields - multi product error","lastPost":{"id":78900,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

If you're encountering an error message stating that the multi_product feature is not supported in your plan when attempting to hide the product field in the ticket form, it could be a limitation imposed by your current Freshdesk plan\u00a0buy cheap canvas prints.<\/p>

The product field is a feature associated with the multi-product feature, which allows you to associate tickets with specific products or services. The error message suggests that your current plan does not include support for this feature.<\/p>

To resolve this issue, you have a few options:<\/p>

1. \t

   Upgrade your Freshdesk plan: If you require the ability to hide the product field, you may need to upgrade your Freshdesk plan to one that supports the multi-product feature.<\/p>\t<\/li>\t

2. \t

   Contact Freshdesk Support: Reach out to Freshdesk's support team and explain the issue you're facing. They can provide more specific guidance and clarify if the error is related to a bug or a limitation of your current plan. They may be able to offer a workaround or provide further assistance.<\/p>\t<\/li>\t

3. \t

   Review plan features: Double-check your plan's features and limitations to ensure you have accurately identified the source of the issue. It's possible that there may be other factors contributing to the error message.<\/p>\t<\/li><\/ol>

   By following these steps, you can gather more information about the issue and take appropriate actions to resolve it.<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-fields-multi-product-error-31404?postid=78900#post78900","creationDate":"2023-06-13T18:52:33+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78900,"author":{"id":44651,"url":"\/members\/stonesexy3-44651","name":"stonesexy3","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/17b7b98c-da6a-4d6c-bd10-de2381e609e5.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

   If you're encountering an error message stating that the multi_product feature is not supported in your plan when attempting to hide the product field in the ticket form, it could be a limitation imposed by your current Freshdesk plan\u00a0buy cheap canvas prints.<\/p>

   The product field is a feature associated with the multi-product feature, which allows you to associate tickets with specific products or services. The error message suggests that your current plan does not include support for this feature.<\/p>

   To resolve this issue, you have a few options:<\/p>

   1. \t

      Upgrade your Freshdesk plan: If you require the ability to hide the product field, you may need to upgrade your Freshdesk plan to one that supports the multi-product feature.<\/p>\t<\/li>\t

   2. \t

      Contact Freshdesk Support: Reach out to Freshdesk's support team and explain the issue you're facing. They can provide more specific guidance and clarify if the error is related to a bug or a limitation of your current plan. They may be able to offer a workaround or provide further assistance.<\/p>\t<\/li>\t

   3. \t

      Review plan features: Double-check your plan's features and limitations to ensure you have accurately identified the source of the issue. It's possible that there may be other factors contributing to the error message.<\/p>\t<\/li><\/ol>

      By following these steps, you can gather more information about the issue and take appropriate actions to resolve it.<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-fields-multi-product-error-31404?postid=78900#post78900","creationDate":"2023-06-13T18:52:33+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":78830,"author":{"id":44597,"url":"\/members\/alecordeiro-44597","name":"alecordeiro","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/74781b68-e7b5-4a35-9d45-a458c7c6270e.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:<\/p>

      The multi_product feature(s) is\/are not supported in your plan. Please upgrade your account to use it.<\/em><\/p>

      The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar?<\/p>

      \u00a0<\/p>

      Thanks<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-fields-multi-product-error-31404?postid=78830#post78830","creationDate":"2023-06-12T14:28:33+0000","relativeCreationDate":"1 month ago"},"numberOfViews":40,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78900"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      

      

      alecordeiro Apprentice

      asked inTicketing & Agent Productivity

      Ticket fields - multi product error

      嗨,我是试图隐藏在钛产品领域cket 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? Anyone experienced something similar? Thanks

      0 3

      

      

      1 month ago

Hello,\u00a0<\/p>

Sorry for my english, i will tried to explain to you my problem<\/p>

\u00a0<\/p>

When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.<\/p>

Ok for the first answer, but after that, with each new answer, it keeps the history.
DOnc the ticket becomes unreadable.<\/p>

\u00a0<\/p>

You have to click on \"...\" with the cross at the bottom (see screenshot).<\/p>

Except we forget every other time.<\/p>

Is it possible to deactivate this?<\/p>

<\/figure>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/tickets-delete-historiques-conversation-31402?postid=78817#post78817","creationDate":"2023-06-12T09:49:57+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5921,"id":31402,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/tickets-delete-historiques-conversation-31402","title":"Tickets: delete historiques conversation","lastPost":{"id":78823,"author":{"id":44585,"url":"\/members\/cedricsynergee-44585","name":"CedricSynergee","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fe15fab0-eeb9-44e1-a58e-ae24a2793064.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Thanks!!! it\u2019s work.<\/p>","url":"\/ticketing-agent-productivity-11362\/tickets-delete-historiques-conversation-31402?postid=78823#post78823","creationDate":"2023-06-12T11:32:21+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78823,"author":{"id":44585,"url":"\/members\/cedricsynergee-44585","name":"CedricSynergee","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fe15fab0-eeb9-44e1-a58e-ae24a2793064.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Thanks!!! it\u2019s work.<\/p>","url":"\/ticketing-agent-productivity-11362\/tickets-delete-historiques-conversation-31402?postid=78823#post78823","creationDate":"2023-06-12T11:32:21+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78817,"author":{"id":44585,"url":"\/members\/cedricsynergee-44585","name":"CedricSynergee","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fe15fab0-eeb9-44e1-a58e-ae24a2793064.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hello,\u00a0<\/p>

Sorry for my english, i will tried to explain to you my problem<\/p>

\u00a0<\/p>

When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.<\/p>

Ok for the first answer, but after that, with each new answer, it keeps the history.
DOnc the ticket becomes unreadable.<\/p>

\u00a0<\/p>

You have to click on \"...\" with the cross at the bottom (see screenshot).<\/p>

Except we forget every other time.<\/p>

Is it possible to deactivate this?<\/p>

<\/figure>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/tickets-delete-historiques-conversation-31402?postid=78817#post78817","creationDate":"2023-06-12T09:49:57+0000","relativeCreationDate":"1 month ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78823"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

CedricSynergee Apprentice

asked inTicketing & Agent Productivity

Tickets: delete historiques conversation

你好,很抱歉我的英语,我将试图解释in to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this?

0 2

1 month ago

We get automated emails from our payroll system to deactivate a user when they leave the company.\u00a0 In most cases, this needs to occur on a future date, as the employee may have given a two week notice.\u00a0 I can set the \u201cResolve by\u201d date to reflect the proper termination date, but when I change the status of the ticket to \u201cScheduled\u201d, the resolve date disappears and is replaced by \u201cScheduled\u201d.\u00a0\u00a0<\/p>

How can we set the status to Scheduled, but leave the \u201cresolve by\u201d date visible so we know when to go back to the ticket to complete it?<\/p>","url":"\/ticketing-agent-productivity-11362\/schedule-a-ticket-31192?postid=78294#post78294","creationDate":"2023-05-28T05:21:37+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5808,"id":31192,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/schedule-a-ticket-31192","title":"Schedule a ticket","lastPost":{"id":78458,"author":{"id":43598,"url":"\/members\/yankeestom-43598","name":"yankeestom","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ade048d9-a2e7-45e6-9400-eb69454b42f7.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

In case anyone else has this question, the answer is to set it as scheduled, and then create a \u201cTo-Do\u201d item in the ticket so that you get a reminder when it is time to act.<\/p>","url":"\/ticketing-agent-productivity-11362\/schedule-a-ticket-31192?postid=78458#post78458","creationDate":"2023-06-01T00:47:43+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78458,"author":{"id":43598,"url":"\/members\/yankeestom-43598","name":"yankeestom","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ade048d9-a2e7-45e6-9400-eb69454b42f7.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

In case anyone else has this question, the answer is to set it as scheduled, and then create a \u201cTo-Do\u201d item in the ticket so that you get a reminder when it is time to act.<\/p>","url":"\/ticketing-agent-productivity-11362\/schedule-a-ticket-31192?postid=78458#post78458","creationDate":"2023-06-01T00:47:43+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":78294,"author":{"id":43598,"url":"\/members\/yankeestom-43598","name":"yankeestom","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ade048d9-a2e7-45e6-9400-eb69454b42f7.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

We get automated emails from our payroll system to deactivate a user when they leave the company.\u00a0 In most cases, this needs to occur on a future date, as the employee may have given a two week notice.\u00a0 I can set the \u201cResolve by\u201d date to reflect the proper termination date, but when I change the status of the ticket to \u201cScheduled\u201d, the resolve date disappears and is replaced by \u201cScheduled\u201d.\u00a0\u00a0<\/p>

How can we set the status to Scheduled, but leave the \u201cresolve by\u201d date visible so we know when to go back to the ticket to complete it?<\/p>","url":"\/ticketing-agent-productivity-11362\/schedule-a-ticket-31192?postid=78294#post78294","creationDate":"2023-05-28T05:21:37+0000","relativeCreationDate":"1 month ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78458"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

yankeestom Apprentice

asked inTicketing & Agent Productivity

Schedule a ticket

We get automated emails from our payroll system to deactivate a user when they leave the company. In most cases, this needs to occur on a future date, as the employee may have given a two week notice. I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”. How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

0 3

1 month ago

Can someone explain if this feature will allow me to update AD fields not directly exposed in thew \u201cupdate user\u201d\u00a0<\/p>

\u00a0<\/p>

• custom_attributes: Custom attributes in JSON string format. Eg. '{\"skypeid\": \"demo.id\", \"isactive\":true, \"empid\":1001}'<\/li><\/ul>

  I would like to update the \u201ccomment\u201d field in AD would the syntax be?<\/p>","url":"\/ticketing-agent-productivity-11362\/ad-orchestration-update-user-31227?postid=78397#post78397","creationDate":"2023-05-30T18:16:36+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5828,"id":31227,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/ad-orchestration-update-user-31227","title":"AD Orchestration Update User","lastPost":{"id":78397,"author":{"id":44038,"url":"\/members\/skip63-44038","name":"skip63","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

  Can someone explain if this feature will allow me to update AD fields not directly exposed in thew \u201cupdate user\u201d\u00a0<\/p>

  \u00a0<\/p>

  • custom_attributes: Custom attributes in JSON string format. Eg. '{\"skypeid\": \"demo.id\", \"isactive\":true, \"empid\":1001}'<\/li><\/ul>

    I would like to update the \u201ccomment\u201d field in AD would the syntax be?<\/p>","url":"\/ticketing-agent-productivity-11362\/ad-orchestration-update-user-31227?postid=78397#post78397","creationDate":"2023-05-30T18:16:36+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78397,"author":{"id":44038,"url":"\/members\/skip63-44038","name":"skip63","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

    Can someone explain if this feature will allow me to update AD fields not directly exposed in thew \u201cupdate user\u201d\u00a0<\/p>

    \u00a0<\/p>

    • custom_attributes: Custom attributes in JSON string format. Eg. '{\"skypeid\": \"demo.id\", \"isactive\":true, \"empid\":1001}'<\/li><\/ul>

      I would like to update the \u201ccomment\u201d field in AD would the syntax be?<\/p>","url":"\/ticketing-agent-productivity-11362\/ad-orchestration-update-user-31227?postid=78397#post78397","creationDate":"2023-05-30T18:16:36+0000","relativeCreationDate":"1 month ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78397"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      S

      

      skip63 Apprentice

      asked inTicketing & Agent Productivity

      AD Orchestration Update User

      Can someone explain if this feature will allow me to update AD fields not directly exposed in thew “update user” custom_attributes: Custom attributes in JSON string format. Eg. '{"skypeid": "demo.id", "isactive":true, "empid":1001}'I would like to update the “comment” field in AD would the syntax be?

      0 0

      S

      

      1 month ago

\u00a0 1.\u00a0Customisable Team Dashboards: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in\u00a0this self-help article<\/a>.<\/p>

\u00a0<\/p>

This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions.<\/p>

\u00a0<\/p>

<\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>

Bug fixes:<\/u><\/strong><\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 1.\u00a0Issue with Contact import<\/strong>: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>On Freshdesk Mint, trying to import contacts with\u00a0tags\u00a0<\/strong>failed earlier disposable baby diaper manufacturers<\/a>. This was due to a change in the name space for the field. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 2.\u00a0Multiple<\/strong>\u00a0survey responses on a ticket:<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/strong>If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey response. This resulted in multiple surveys on a ticket with the second one being the actual rating given by the user. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/freshdesk-release-notes-31095?postid=78021#post78021","creationDate":"2023-05-20T14:07:44+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5753,"id":31095,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/freshdesk-release-notes-31095","title":"Freshdesk release notes","lastPost":{"id":78021,"author":{"id":42881,"url":"\/members\/villanjohain1122-42881","name":"villanjohain1122","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e93ae5af-4aaa-41c2-82d6-bdc0a28ef4a6.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

\u00a0 1.\u00a0Customisable Team Dashboards: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in\u00a0this self-help article<\/a>.<\/p>

\u00a0<\/p>

This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions.<\/p>

\u00a0<\/p>

<\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>

Bug fixes:<\/u><\/strong><\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 1.\u00a0Issue with Contact import<\/strong>: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>On Freshdesk Mint, trying to import contacts with\u00a0tags\u00a0<\/strong>failed earlier disposable baby diaper manufacturers<\/a>. This was due to a change in the name space for the field. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 2.\u00a0Multiple<\/strong>\u00a0survey responses on a ticket:<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/strong>If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey response. This resulted in multiple surveys on a ticket with the second one being the actual rating given by the user. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/freshdesk-release-notes-31095?postid=78021#post78021","creationDate":"2023-05-20T14:07:44+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78021,"author":{"id":42881,"url":"\/members\/villanjohain1122-42881","name":"villanjohain1122","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e93ae5af-4aaa-41c2-82d6-bdc0a28ef4a6.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

\u00a0 1.\u00a0Customisable Team Dashboards: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in\u00a0this self-help article<\/a>.<\/p>

\u00a0<\/p>

This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions.<\/p>

\u00a0<\/p>

<\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>

Bug fixes:<\/u><\/strong><\/p>

\u00a0<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 1.\u00a0Issue with Contact import<\/strong>: (Mint)<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong>On Freshdesk Mint, trying to import contacts with\u00a0tags\u00a0<\/strong>failed earlier disposable baby diaper manufacturers<\/a>. This was due to a change in the name space for the field. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 2.\u00a0Multiple<\/strong>\u00a0survey responses on a ticket:<\/strong>

\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/strong>If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey response. This resulted in multiple surveys on a ticket with the second one being the actual rating given by the user. This has been fixed now.<\/p>

\u00a0<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/freshdesk-release-notes-31095?postid=78021#post78021","creationDate":"2023-05-20T14:07:44+0000","relativeCreationDate":"2 months ago"},"numberOfViews":17,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"78021"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

villanjohain1122 Apprentice

asked inTicketing & Agent Productivity

Freshdesk release notes

1. Customisable Team Dashboards: (Mint) This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in this self-help article. This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions. Bug fixes: 1. Issue with Contact import: (Mint) On Freshdesk Mint, trying to import contacts with tags failed earlier disposable baby diaper manufacturers. This was due to a change in the name space for the field. This has been fixed now. 2. Multiple survey responses on a ticket: If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey respon

0 0

2 months ago

Hi,\u00a0
When forwarding a message the message is not displayed in the main view, but in the thread-view.
The answer of the thread is however displayed in the main view, what is quite confusing.
Is there a way that, the conversation stays in the thread?
\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/answers-to-threads-in-ticket-view-31069?postid=77970#post77970","creationDate":"2023-05-19T12:09:59+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5736,"id":31069,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/answers-to-threads-in-ticket-view-31069","title":"Answers to threads in ticket view","lastPost":{"id":77970,"author":{"id":43378,"url":"\/members\/sota-43378","name":"SOTA","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hi,\u00a0
When forwarding a message the message is not displayed in the main view, but in the thread-view.
The answer of the thread is however displayed in the main view, what is quite confusing.
Is there a way that, the conversation stays in the thread?
\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/answers-to-threads-in-ticket-view-31069?postid=77970#post77970","creationDate":"2023-05-19T12:09:59+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":77970,"author":{"id":43378,"url":"\/members\/sota-43378","name":"SOTA","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hi,\u00a0
When forwarding a message the message is not displayed in the main view, but in the thread-view.
The answer of the thread is however displayed in the main view, what is quite confusing.
Is there a way that, the conversation stays in the thread?
\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/answers-to-threads-in-ticket-view-31069?postid=77970#post77970","creationDate":"2023-05-19T12:09:59+0000","relativeCreationDate":"2 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77970"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

S

SOTA Apprentice

asked inTicketing & Agent Productivity

Answers to threads in ticket view

Hi, When forwarding a message the message is not displayed in the main view, but in the thread-view.The answer of the thread is however displayed in the main view, what is quite confusing.Is there a way that, the conversation stays in the thread?

0 0

S

2 months ago

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>

\u00a0<\/p>

Is there any option in the settings where we could default the page view to 100.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>

\u00a0<\/p>

Please let us know if you need any more information.<\/p>","url":"\/ticketing-agent-productivity-11362\/page-break-up-for-ticket-views-30976?postid=77763#post77763","creationDate":"2023-05-16T11:45:02+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5685,"id":30976,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/page-break-up-for-ticket-views-30976","title":"Page Break up for Ticket Views","lastPost":{"id":77766,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

Hi @Page Break up for Ticket Views<\/user-mention>\u00a0,<\/p>

\u00a0<\/p>

Greetings from Freshworks community.\u00a0<\/p>

To minimize the load on the system in the page display, by default 30\/page is the limit.<\/p>

Defaulting the page to 100 is not feasible. Alternatively, you can try the Marketplace app -\u00a0\/\/m.teammarx.com\/apps\/freshdesk\/kanban_board\/<\/a>\u00a0which will give you more flexibility on arranging the view of the tickets. Request to have a view of this app and it is free to install.<\/p>

Cheers<\/p>","url":"\/ticketing-agent-productivity-11362\/page-break-up-for-ticket-views-30976?postid=77766#post77766","creationDate":"2023-05-16T12:13:13+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77766,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

Hi @Page Break up for Ticket Views<\/user-mention>\u00a0,<\/p>

\u00a0<\/p>

Greetings from Freshworks community.\u00a0<\/p>

To minimize the load on the system in the page display, by default 30\/page is the limit.<\/p>

Defaulting the page to 100 is not feasible. Alternatively, you can try the Marketplace app -\u00a0\/\/m.teammarx.com\/apps\/freshdesk\/kanban_board\/<\/a>\u00a0which will give you more flexibility on arranging the view of the tickets. Request to have a view of this app and it is free to install.<\/p>

Cheers<\/p>","url":"\/ticketing-agent-productivity-11362\/page-break-up-for-ticket-views-30976?postid=77766#post77766","creationDate":"2023-05-16T12:13:13+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77763,"author":{"id":43712,"url":"\/members\/page-break-up-for-ticket-views-43712","name":"Page Break up for Ticket Views","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4b18dbea-cb23-4121-8b25-0f9461082fa6.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>

\u00a0<\/p>

Is there any option in the settings where we could default the page view to 100.<\/p>

\u00a0<\/p>

<\/figure>

\u00a0<\/p>

\u00a0<\/p>

Please let us know if you need any more information.<\/p>","url":"\/ticketing-agent-productivity-11362\/page-break-up-for-ticket-views-30976?postid=77763#post77763","creationDate":"2023-05-16T11:45:02+0000","relativeCreationDate":"2 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77766"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

Page Break up for Ticket Views Apprentice

asked inTicketing & Agent Productivity

Page Break up for Ticket Views

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30. Is there any option in the settings where we could default the page view to 100. Please let us know if you need any more information.

0 1

2 months ago

Hello<\/p>

We\u2019d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company.\u00a0 I\u2019m told there are fields that are private that the Contacts\/Company won\u2019t see, but I don\u2019t see which fields they are while looking at the Company profile, and don\u2019t see any documentation online about this either.<\/p>

Please assist. Thanks!<\/p>","url":"\/ticketing-agent-productivity-11362\/private-fields-on-a-company-record-30799?postid=77354#post77354","creationDate":"2023-05-05T20:24:29+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5589,"id":30799,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/private-fields-on-a-company-record-30799","title":"Private fields on a Company record","lastPost":{"id":77514,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

@jason_asrsolutions<\/user-mention>\u00a0:\u00a0<\/p>

Greetings from Freshworks Community.<\/p>

To store additional information about a company, Freshdesk provides Customer fields that can be created with additional custom fields and also allows to restrict the visibility to Customer and enable visiblity only to agents. You can refer this solution article link for getting more insights on it.<\/p>

1. https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/203410-customizing-customer-fields<\/a><\/li>\t
2. https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/228047-how-do-i-add-a-custom-company-field-<\/a><\/li><\/ol>

   Navigate to\u00a0Admin -> Support Operations -> Customer Fields -> click on the companies tab<\/strong><\/p>

   \"Drag & Drop field\"\u00a0<\/strong>column, where the various kinds of fields could be used to create this field.<\/p>

   Alternatively, to store additional information about the companies\/contacts, you can also use CUSTOM OBJECTS where the data can be retrieved and shown to agents based on Ticket fields properties. More information on it is available in the below link<\/p>

   https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000004224-overview-of-custom-objects-in-freshdesk<\/a><\/p>

   Cheers<\/p>","url":"\/ticketing-agent-productivity-11362\/private-fields-on-a-company-record-30799?postid=77514#post77514","creationDate":"2023-05-10T04:45:10+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77514,"author":{"id":34679,"url":"\/members\/vinothkumar-manoharan-34679","name":"vinothkumar.manoharan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d53495d4-b334-4fc0-8970-77e0f3e24d4d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

   @jason_asrsolutions<\/user-mention>\u00a0:\u00a0<\/p>

   Greetings from Freshworks Community.<\/p>

   To store additional information about a company, Freshdesk provides Customer fields that can be created with additional custom fields and also allows to restrict the visibility to Customer and enable visiblity only to agents. You can refer this solution article link for getting more insights on it.<\/p>

   1. https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/203410-customizing-customer-fields<\/a><\/li>\t
   2. https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/228047-how-do-i-add-a-custom-company-field-<\/a><\/li><\/ol>

      Navigate to\u00a0Admin -> Support Operations -> Customer Fields -> click on the companies tab<\/strong><\/p>

      \"Drag & Drop field\"\u00a0<\/strong>column, where the various kinds of fields could be used to create this field.<\/p>

      Alternatively, to store additional information about the companies\/contacts, you can also use CUSTOM OBJECTS where the data can be retrieved and shown to agents based on Ticket fields properties. More information on it is available in the below link<\/p>

      https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000004224-overview-of-custom-objects-in-freshdesk<\/a><\/p>

      Cheers<\/p>","url":"\/ticketing-agent-productivity-11362\/private-fields-on-a-company-record-30799?postid=77514#post77514","creationDate":"2023-05-10T04:45:10+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":77354,"author":{"id":41810,"url":"\/members\/jason-asrsolutions-41810","name":"jason_asrsolutions","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      Hello<\/p>

      We\u2019d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company.\u00a0 I\u2019m told there are fields that are private that the Contacts\/Company won\u2019t see, but I don\u2019t see which fields they are while looking at the Company profile, and don\u2019t see any documentation online about this either.<\/p>

      Please assist. Thanks!<\/p>","url":"\/ticketing-agent-productivity-11362\/private-fields-on-a-company-record-30799?postid=77354#post77354","creationDate":"2023-05-05T20:24:29+0000","relativeCreationDate":"2 months ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77514"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      J

      

      jason_asrsolutions Apprentice

      asked inTicketing & Agent Productivity

      Private fields on a Company record

      HelloWe’d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company. I’m told there are fields that are private that the Contacts/Company won’t see, but I don’t see which fields they are while looking at the Company profile, and don’t see any documentation online about this either.Please assist. Thanks!

      0 0

      

      

      2 months ago

We added a customized field for our tickets which has a drop down list.<\/p>

When we want to filter all our tickets with an option from that drop down list, the results are empty.\u00a0<\/p>

Is there something extra we would have to do to get those results shown?<\/p>

We are using FreshDesk Growth. Your help would be much appreciated.<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-tickets-on-customized-field-30506?postid=76698#post76698","creationDate":"2023-04-18T08:24:48+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5441,"id":30506,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/filter-tickets-on-customized-field-30506","title":"filter tickets on customized field","lastPost":{"id":77495,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"

Hi @2cw-support<\/user-mention>\u00a0<\/p>

\u00a0<\/p>

I have sent you a private message. Let us take this forward there.<\/p>

\u00a0<\/p>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-tickets-on-customized-field-30506?postid=77495#post77495","creationDate":"2023-05-09T16:28:38+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77495,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"

Hi @2cw-support<\/user-mention>\u00a0<\/p>

\u00a0<\/p>

I have sent you a private message. Let us take this forward there.<\/p>

\u00a0<\/p>

\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-tickets-on-customized-field-30506?postid=77495#post77495","creationDate":"2023-05-09T16:28:38+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":76698,"author":{"id":43050,"url":"\/members\/2cw-support-43050","name":"2cw-support","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

We added a customized field for our tickets which has a drop down list.<\/p>

When we want to filter all our tickets with an option from that drop down list, the results are empty.\u00a0<\/p>

Is there something extra we would have to do to get those results shown?<\/p>

We are using FreshDesk Growth. Your help would be much appreciated.<\/p>","url":"\/ticketing-agent-productivity-11362\/filter-tickets-on-customized-field-30506?postid=76698#post76698","creationDate":"2023-04-18T08:24:48+0000","relativeCreationDate":"3 months ago"},"numberOfViews":38,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77495"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

2

2cw-support Apprentice

asked inTicketing & Agent Productivity

filter tickets on customized field

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

0 4

B

2 months ago

By default it appears that only the requester is added to replies or notes on creation.\u00a0 When \"requested for\" is identified by a client submission then the \"requested for\" should also see the reply.\u00a0 Is this a setting somewhere we are missing?<\/p>

Additionally, it would be helpful the approver could be notified when that process is being used.\u00a0 This way the client can submit but a liaison could be notified automatically when ticket is updated as well.<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-replies-or-notes-setting-30707?postid=77179#post77179","creationDate":"2023-05-03T03:28:16+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5547,"id":30707,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/ticket-replies-or-notes-setting-30707","title":"ticket replies or notes setting","lastPost":{"id":77451,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"

Bump<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-replies-or-notes-setting-30707?postid=77451#post77451","creationDate":"2023-05-08T22:04:28+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77451,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"

Bump<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-replies-or-notes-setting-30707?postid=77451#post77451","creationDate":"2023-05-08T22:04:28+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":77179,"author":{"id":43395,"url":"\/members\/thisismebb22-43395","name":"thisismebb22","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2c5a97e5-79c5-4762-8162-4413683911f1.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":"

By default it appears that only the requester is added to replies or notes on creation.\u00a0 When \"requested for\" is identified by a client submission then the \"requested for\" should also see the reply.\u00a0 Is this a setting somewhere we are missing?<\/p>

Additionally, it would be helpful the approver could be notified when that process is being used.\u00a0 This way the client can submit but a liaison could be notified automatically when ticket is updated as well.<\/p>","url":"\/ticketing-agent-productivity-11362\/ticket-replies-or-notes-setting-30707?postid=77179#post77179","creationDate":"2023-05-03T03:28:16+0000","relativeCreationDate":"2 months ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77451"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

thisismebb22 Top Contributor

asked inTicketing & Agent Productivity

ticket replies or notes setting

By default it appears that only the requester is added to replies or notes on creation. When "requested for" is identified by a client submission then the "requested for" should also see the reply. Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used. This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

0 1

2 months ago

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk?<\/p>

\u00a0<\/p>

I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered?<\/p>

\u00a0<\/p>

What puzzles me the most:\u00a0 I\u2019m the administrator for an account and want to add a license, but can\u2019t get help logging in to buy more licenses.<\/p>","url":"\/ticketing-agent-productivity-11362\/is-it-normal-when-submitting-a-help-ticket-with-freshdesk-about-a-freshdesk-acount-30651?postid=77033#post77033","creationDate":"2023-04-28T17:39:28+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5516,"id":30651,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/is-it-normal-when-submitting-a-help-ticket-with-freshdesk-about-a-freshdesk-acount-30651","title":"Is it normal when submitting a help ticket with FreshDesk about a Freshdesk acount?","lastPost":{"id":77244,"author":{"id":43298,"url":"\/members\/dawn-c-roper-43298","name":"Dawn C. Roper","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1e876460-29d4-4dfc-ab52-7904300c99f1.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

No, it is not normal for requests for assistance to go unanswered for more than two days when using FreshDesk.<\/p>

It's frustrating to have to deal with unresponsive support and to encounter issues with adding licenses as an administrator.<\/p>

You may want to escalate the issue to higher-level support or consider exploring other options if you continue to experience difficulties with FreshDesk<\/a>.<\/p>","url":"\/ticketing-agent-productivity-11362\/is-it-normal-when-submitting-a-help-ticket-with-freshdesk-about-a-freshdesk-acount-30651?postid=77244#post77244","creationDate":"2023-05-03T21:04:43+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77244,"author":{"id":43298,"url":"\/members\/dawn-c-roper-43298","name":"Dawn C. Roper","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1e876460-29d4-4dfc-ab52-7904300c99f1.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

No, it is not normal for requests for assistance to go unanswered for more than two days when using FreshDesk.<\/p>

It's frustrating to have to deal with unresponsive support and to encounter issues with adding licenses as an administrator.<\/p>

You may want to escalate the issue to higher-level support or consider exploring other options if you continue to experience difficulties with FreshDesk<\/a>.<\/p>","url":"\/ticketing-agent-productivity-11362\/is-it-normal-when-submitting-a-help-ticket-with-freshdesk-about-a-freshdesk-acount-30651?postid=77244#post77244","creationDate":"2023-05-03T21:04:43+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":77033,"author":{"id":36271,"url":"\/members\/jrowland-36271","name":"jrowland","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk?<\/p>

\u00a0<\/p>

I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered?<\/p>

\u00a0<\/p>

What puzzles me the most:\u00a0 I\u2019m the administrator for an account and want to add a license, but can\u2019t get help logging in to buy more licenses.<\/p>","url":"\/ticketing-agent-productivity-11362\/is-it-normal-when-submitting-a-help-ticket-with-freshdesk-about-a-freshdesk-acount-30651?postid=77033#post77033","creationDate":"2023-04-28T17:39:28+0000","relativeCreationDate":"2 months ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77244"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

J

jrowland Apprentice

asked inTicketing & Agent Productivity

Is it normal when submitting a help ticket with FreshDesk about a Freshdesk acount?

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most: I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

0 3

2 months ago

We have created a Custom Field called \u201cType\u201d which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results\u2026\u00a0I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).<\/p>

Am I missing something? Is the kind of filter I want not possible?<\/p>","url":"\/ticketing-agent-productivity-11362\/custom-view-all-ticket-types-except-30677?postid=77083#post77083","creationDate":"2023-05-01T14:16:09+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5531,"id":30677,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/custom-view-all-ticket-types-except-30677","title":"Custom View: all ticket types EXCEPT...","lastPost":{"id":77093,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

No worries @MisterD<\/user-mention>\u00a0Happy to help :)<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/custom-view-all-ticket-types-except-30677?postid=77093#post77093","creationDate":"2023-05-01T15:06:18+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77093,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

No worries @MisterD<\/user-mention>\u00a0Happy to help :)<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/custom-view-all-ticket-types-except-30677?postid=77093#post77093","creationDate":"2023-05-01T15:06:18+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":77083,"author":{"id":32586,"url":"\/members\/misterd-32586","name":"MisterD","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d10a3c09-d59d-4fad-9ea5-01b71e7251d3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

We have created a Custom Field called \u201cType\u201d which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results\u2026\u00a0I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).<\/p>

Am I missing something? Is the kind of filter I want not possible?<\/p>","url":"\/ticketing-agent-productivity-11362\/custom-view-all-ticket-types-except-30677?postid=77083#post77083","creationDate":"2023-05-01T14:16:09+0000","relativeCreationDate":"2 months ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"77093"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

MisterD Apprentice

asked inTicketing & Agent Productivity

Custom View: all ticket types EXCEPT...

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

0 5

2 months ago

We discovered that when changing the ticket list to Table view The dates in the column \u201cCreated at\u201d are translated in a strange way.<\/p>

Normally you would get \u201cApril 6\u201d\u00a0or \u201c6 April\u201d But in Freshdesk it says \u201c6de Apr.\u201d<\/p>

The \u2018de<\/strong>\u2019 part is a little weird.<\/p>

As far as I know, we cannot change this ourselves.<\/p>

Maybe we\u00a0can get a Feature Request for this?<\/p>","url":"\/ticketing-agent-productivity-11362\/bad-translation-of-the-date-in-table-layout-30564?postid=76815#post76815","creationDate":"2023-04-21T11:21:15+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5479,"id":30564,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/bad-translation-of-the-date-in-table-layout-30564","title":"Bad translation of the date in table layout","lastPost":{"id":76815,"author":{"id":38802,"url":"\/members\/chris-s-38802","name":"Chris S.","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/51480d74-34cc-4e5c-8caf-292d710b2b10.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

We discovered that when changing the ticket list to Table view The dates in the column \u201cCreated at\u201d are translated in a strange way.<\/p>

Normally you would get \u201cApril 6\u201d\u00a0or \u201c6 April\u201d But in Freshdesk it says \u201c6de Apr.\u201d<\/p>

The \u2018de<\/strong>\u2019 part is a little weird.<\/p>

As far as I know, we cannot change this ourselves.<\/p>

Maybe we\u00a0can get a Feature Request for this?<\/p>","url":"\/ticketing-agent-productivity-11362\/bad-translation-of-the-date-in-table-layout-30564?postid=76815#post76815","creationDate":"2023-04-21T11:21:15+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76815,"author":{"id":38802,"url":"\/members\/chris-s-38802","name":"Chris S.","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/51480d74-34cc-4e5c-8caf-292d710b2b10.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":"

We discovered that when changing the ticket list to Table view The dates in the column \u201cCreated at\u201d are translated in a strange way.<\/p>

Normally you would get \u201cApril 6\u201d\u00a0or \u201c6 April\u201d But in Freshdesk it says \u201c6de Apr.\u201d<\/p>

The \u2018de<\/strong>\u2019 part is a little weird.<\/p>

As far as I know, we cannot change this ourselves.<\/p>

Maybe we\u00a0can get a Feature Request for this?<\/p>","url":"\/ticketing-agent-productivity-11362\/bad-translation-of-the-date-in-table-layout-30564?postid=76815#post76815","creationDate":"2023-04-21T11:21:15+0000","relativeCreationDate":"3 months ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76815"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

Chris S. Skilled Expert

asked inTicketing & Agent Productivity

Bad translation of the date in table layout

We discovered that when changing the ticket list to Table view The dates in the column “Created at” are translated in a strange way.Normally you would get “April 6” or “6 April” But in Freshdesk it says “6de Apr.”The ‘de’ part is a little weird.As far as I know, we cannot change this ourselves.Maybe we can get a Feature Request for this?

0 0

3个月前

Hello guys, hope you are doing fine (:<\/p>

\u00a0<\/p>

I\u2019d like to know if there a way to hide or disable the \u201cPriority\u201d default field?<\/p>

\u00a0<\/p>

I already tried a custom role, also 3 differents apps from Marketplace:<\/p>

• Hide fields app\u00a09822\u00a0<\/li>\t
• Disable fields app 25380\u00a0<\/li>\t
• Hide\/Disable Ticket Fields app\u00a05416 (suggested by this article<\/a>)<\/li><\/ul>

  But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed\u2026<\/p>

  \u00a0<\/p>

  And of course, we have some reasons for this particular use, such as:<\/p>

  • Block the change of priority in a certain phase of the ticket.<\/li>\t
  • Block the field based on some function condition.<\/li>\t
  • Block changing the field based on some specific condition of the ticket (such as Type, or dependent fields, etc.)<\/li><\/ul>

    Among other examples, which are even met by the apps I mentioned above in matters of conditions, but it is not possible to perform the \"blocking\" action.<\/p>

    \u00a0<\/p>

    Thanks for now<\/p>

    \u00a0<\/p>

    \u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/disable-priority-default-field-30502?postid=76682#post76682","creationDate":"2023-04-17T19:51:20+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5440,"id":30502,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/disable-priority-default-field-30502","title":"Disable \"priority\" default field","lastPost":{"id":76692,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"

    Hello,\u00a0<\/p>

    If you can\u2019t hide it have you tried to disable\u00a0the options using the \u201cSet Ticket Field Options\u201d app(id 9817)?\u00a0<\/p>

    \u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/disable-priority-default-field-30502?postid=76692#post76692","creationDate":"2023-04-18T07:24:25+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76692,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"

    Hello,\u00a0<\/p>

    If you can\u2019t hide it have you tried to disable\u00a0the options using the \u201cSet Ticket Field Options\u201d app(id 9817)?\u00a0<\/p>

    \u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/disable-priority-default-field-30502?postid=76692#post76692","creationDate":"2023-04-18T07:24:25+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":76682,"author":{"id":15504,"url":"\/members\/eric-dantas-15504","name":"eric.dantas","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

    Hello guys, hope you are doing fine (:<\/p>

    \u00a0<\/p>

    I\u2019d like to know if there a way to hide or disable the \u201cPriority\u201d default field?<\/p>

    \u00a0<\/p>

    I already tried a custom role, also 3 differents apps from Marketplace:<\/p>

    • Hide fields app\u00a09822\u00a0<\/li>\t
    • Disable fields app 25380\u00a0<\/li>\t
    • Hide\/Disable Ticket Fields app\u00a05416 (suggested by this article<\/a>)<\/li><\/ul>

      But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed\u2026<\/p>

      \u00a0<\/p>

      And of course, we have some reasons for this particular use, such as:<\/p>

      • Block the change of priority in a certain phase of the ticket.<\/li>\t
      • Block the field based on some function condition.<\/li>\t
      • Block changing the field based on some specific condition of the ticket (such as Type, or dependent fields, etc.)<\/li><\/ul>

        Among other examples, which are even met by the apps I mentioned above in matters of conditions, but it is not possible to perform the \"blocking\" action.<\/p>

        \u00a0<\/p>

        Thanks for now<\/p>

        \u00a0<\/p>

        \u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/disable-priority-default-field-30502?postid=76682#post76682","creationDate":"2023-04-17T19:51:20+0000","relativeCreationDate":"3 months ago"},"numberOfViews":50,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76692"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

        E

        

        eric.dantas Apprentice

        asked inTicketing & Agent Productivity

        Disable "priority" default field

        Hello guys, hope you are doing fine (: I’d like to know if there a way to hide or disable the “Priority” default field? I already tried a custom role, also 3 differents apps from Marketplace:Hide fields app 9822 Disable fields app 25380 Hide/Disable Ticket Fields app 5416 (suggested by this article)But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed… And of course, we have some reasons for this particular use, such as:Block the change of priority in a certain phase of the ticket. Block the field based on some function condition. Block changing the field based on some specific condition of the ticket (such as Type, or dependent fields, etc.)Among other examples, which are even met by the apps I mentioned above in matters of conditions, but it is not possible to perform the "blocking" action. Thanks for now

        1 2

        

        

        3个月前

Hello,<\/p>

We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like \u201cPlease indicate which expenses you incurred\u201d. I\u2019ve included a screenshot of the section of this ticket form.\u00a0<\/p>

<\/figure>

\u00a0<\/p>

Thank you!<\/p>

Anna<\/p>","url":"\/ticketing-agent-productivity-11362\/add-static-text-to-new-ticket-30397?postid=76369#post76369","creationDate":"2023-04-10T16:50:10+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5392,"id":30397,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/add-static-text-to-new-ticket-30397","title":"Add Static Text to New Ticket","lastPost":{"id":76375,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

That worked- thanks so much!<\/p>","url":"\/ticketing-agent-productivity-11362\/add-static-text-to-new-ticket-30397?postid=76375#post76375","creationDate":"2023-04-10T18:04:42+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76375,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

That worked- thanks so much!<\/p>","url":"\/ticketing-agent-productivity-11362\/add-static-text-to-new-ticket-30397?postid=76375#post76375","creationDate":"2023-04-10T18:04:42+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":76369,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

Hello,<\/p>

We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like \u201cPlease indicate which expenses you incurred\u201d. I\u2019ve included a screenshot of the section of this ticket form.\u00a0<\/p>

<\/figure>

\u00a0<\/p>

Thank you!<\/p>

Anna<\/p>","url":"\/ticketing-agent-productivity-11362\/add-static-text-to-new-ticket-30397?postid=76369#post76369","creationDate":"2023-04-10T16:50:10+0000","relativeCreationDate":"3 months ago"},"numberOfViews":42,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76375"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

B

brownae Contributor

asked inTicketing & Agent Productivity

Add Static Text to New Ticket

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form. Thank you!Anna

0 4

B

3个月前

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We\u2019d like to change it from CC to something like \u201cAdd CC to copy someone on your request\u201d.<\/p>

\u00a0<\/p>

Thanks in advance!<\/p>

Anna<\/p>","url":"\/ticketing-agent-productivity-11362\/modify-cc-email-field-30372?postid=76311#post76311","creationDate":"2023-04-07T17:11:11+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5376,"id":30372,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/modify-cc-email-field-30372","title":"Modify CC Email field","lastPost":{"id":76367,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

Thanks, Aravind! That worked like a charm.<\/p>","url":"\/ticketing-agent-productivity-11362\/modify-cc-email-field-30372?postid=76367#post76367","creationDate":"2023-04-10T16:11:05+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76367,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

Thanks, Aravind! That worked like a charm.<\/p>","url":"\/ticketing-agent-productivity-11362\/modify-cc-email-field-30372?postid=76367#post76367","creationDate":"2023-04-10T16:11:05+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":76311,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We\u2019d like to change it from CC to something like \u201cAdd CC to copy someone on your request\u201d.<\/p>

\u00a0<\/p>

Thanks in advance!<\/p>

Anna<\/p>","url":"\/ticketing-agent-productivity-11362\/modify-cc-email-field-30372?postid=76311#post76311","creationDate":"2023-04-07T17:11:11+0000","relativeCreationDate":"3 months ago"},"numberOfViews":34,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76367"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

B

brownae Contributor

asked inTicketing & Agent Productivity

Modify CC Email field

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

0 3

B

3个月前

Hi - I\u2019ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.<\/p>

Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including\u00a0the deleted one. None of the new options appear.<\/p>

Any ideas?<\/p>","url":"\/ticketing-agent-productivity-11362\/new-types-not-showing-in-tickets-30350?postid=76264#post76264","creationDate":"2023-04-06T12:21:08+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5361,"id":30350,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/new-types-not-showing-in-tickets-30350","title":"New Types not showing in Tickets","lastPost":{"id":76271,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

@FrankByrne<\/user-mention>\u00a0Welcome to the Freshworks Community. Can you do a hard refresh (Shift\/Cmd +R) of the ticket screen and see if the type values get refreshed?<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/new-types-not-showing-in-tickets-30350?postid=76271#post76271","creationDate":"2023-04-06T15:18:05+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76271,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

@FrankByrne<\/user-mention>\u00a0Welcome to the Freshworks Community. Can you do a hard refresh (Shift\/Cmd +R) of the ticket screen and see if the type values get refreshed?<\/p>

\u00a0<\/p>

Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/new-types-not-showing-in-tickets-30350?postid=76271#post76271","creationDate":"2023-04-06T15:18:05+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":76264,"author":{"id":42817,"url":"\/members\/frankbyrne-42817","name":"FrankByrne","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5cef4ae5-9d2c-4f4c-b277-d36468604a56.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

Hi - I\u2019ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.<\/p>

Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including\u00a0the deleted one. None of the new options appear.<\/p>

Any ideas?<\/p>","url":"\/ticketing-agent-productivity-11362\/new-types-not-showing-in-tickets-30350?postid=76264#post76264","creationDate":"2023-04-06T12:21:08+0000","relativeCreationDate":"3 months ago"},"numberOfViews":14,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76271"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

FrankByrne Apprentice

asked inTicketing & Agent Productivity

New Types not showing in Tickets

Hi - I’ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including the deleted one. None of the new options appear.Any ideas?

0 1

3个月前

Hi all,<\/p>

I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?<\/p>","url":"\/ticketing-agent-productivity-11362\/updating-single-line-custom-field-in-linked-tickets-30332?postid=76228#post76228","creationDate":"2023-04-05T21:06:55+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5353,"id":30332,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/updating-single-line-custom-field-in-linked-tickets-30332","title":"Updating single-line custom field in linked tickets","lastPost":{"id":76233,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"

Hi @brownae<\/user-mention>\u00a0<\/p>

\u00a0<\/p>

You can use Bulk Ticket Manager Light app for your use case. Here is the link-<\/p>

\/\/m.teammarx.com\/apps\/freshdesk\/bulk_ticket_manager_light\/<\/a><\/p>

\u00a0<\/p>

Barun.\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/updating-single-line-custom-field-in-linked-tickets-30332?postid=76233#post76233","creationDate":"2023-04-05T21:42:13+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76233,"author":{"id":38588,"url":"\/members\/barun-poddar-38588","name":"barun.poddar","avatar":"","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"

Hi @brownae<\/user-mention>\u00a0<\/p>

\u00a0<\/p>

You can use Bulk Ticket Manager Light app for your use case. Here is the link-<\/p>

\/\/m.teammarx.com\/apps\/freshdesk\/bulk_ticket_manager_light\/<\/a><\/p>

\u00a0<\/p>

Barun.\u00a0<\/p>","url":"\/ticketing-agent-productivity-11362\/updating-single-line-custom-field-in-linked-tickets-30332?postid=76233#post76233","creationDate":"2023-04-05T21:42:13+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":76228,"author":{"id":42436,"url":"\/members\/brownae-42436","name":"brownae","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"

Hi all,<\/p>

I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?<\/p>","url":"\/ticketing-agent-productivity-11362\/updating-single-line-custom-field-in-linked-tickets-30332?postid=76228#post76228","creationDate":"2023-04-05T21:06:55+0000","relativeCreationDate":"3 months ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76233"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

B

brownae Contributor

asked inTicketing & Agent Productivity

Updating single-line custom field in linked tickets

Hi all,I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?

0 3

B

3个月前

Hello community,
the \"agent collision detection\" does not work reliably for us.\u00a0Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.<\/p>

What additional settings can be made?\u00a0What does the function depend on other than the plan? (we have estate plan.) \u2026\u00a0Group membership, permissions, browser settings (Java Script be enabled?)?

We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this \u201cmisfunction\u201d.

Thank you very much.<\/p>","url":"\/ticketing-agent-productivity-11362\/agent-collision-detection-not-working-30274?postid=76123#post76123","creationDate":"2023-04-04T09:13:33+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5316,"id":30274,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/agent-collision-detection-not-working-30274","title":"Agent Collision Detection not working","lastPost":{"id":76203,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

Hello @VDV_ADI<\/user-mention>, Welcome to the Freshworks Community!<\/p>

These features should be available by default\u00a0in your current\u00a0plan. If the feature is not working for a specific agent, please ask them to check the following:<\/p>

Depending on the browser, you will then have to configure the following browser features:<\/p>

• JavaScript must be enabled<\/li>\t
• Cookies must be enabled<\/li>\t
• LocalStorage must be enabled<\/li>\t
• HTTPS - TLS v1.2 or Higher<\/li><\/ul>

  If it still doesn\u2019t work, please ask the agent to\u00a0connect\u00a0to a different network and access Freshdesk.<\/p>

  Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/agent-collision-detection-not-working-30274?postid=76203#post76203","creationDate":"2023-04-05T15:19:53+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76203,"author":{"id":11952,"url":"\/members\/aravind-sundararajan-11952","name":"aravind.sundararajan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9f31714f-72a8-4e37-ac9a-948d01189604.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":"

  Hello @VDV_ADI<\/user-mention>, Welcome to the Freshworks Community!<\/p>

  
  These features should be available by default\u00a0in your current\u00a0plan. If the feature is not working for a specific agent, please ask them to check the following:<\/p>

  Depending on the browser, you will then have to configure the following browser features:<\/p>

  • JavaScript must be enabled<\/li>\t
  • Cookies must be enabled<\/li>\t
  • LocalStorage must be enabled<\/li>\t
  • HTTPS - TLS v1.2 or Higher<\/li><\/ul>

    If it still doesn\u2019t work, please ask the agent to\u00a0connect\u00a0to a different network and access Freshdesk.<\/p>

    Cheers!<\/p>","url":"\/ticketing-agent-productivity-11362\/agent-collision-detection-not-working-30274?postid=76203#post76203","creationDate":"2023-04-05T15:19:53+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":76123,"author":{"id":40514,"url":"\/members\/vdv-adi-40514","name":"VDV_ADI","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

    Hello community,
    the \"agent collision detection\" does not work reliably for us.\u00a0Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.<\/p>

    What additional settings can be made?\u00a0What does the function depend on other than the plan? (we have estate plan.) \u2026\u00a0Group membership, permissions, browser settings (Java Script be enabled?)?
    
    We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this \u201cmisfunction\u201d.
    
    Thank you very much.<\/p>","url":"\/ticketing-agent-productivity-11362\/agent-collision-detection-not-working-30274?postid=76123#post76123","creationDate":"2023-04-04T09:13:33+0000","relativeCreationDate":"3 months ago"},"numberOfViews":52,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76203"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

    V

    

    VDV_ADI Apprentice

    asked inTicketing & Agent Productivity

    Agent Collision Detection not working

    Hello community,the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.Thank you very much.

    0 1

    

    

    3个月前

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in \u201creal time\u201d instead of having to reload the page?<\/p>

\u00a0<\/p>

Thanks for any words of wisdom!<\/p>

\u00a0<\/p>

Connie Heinrichs<\/p>

Coldwater Schools<\/p>","url":"\/ticketing-agent-productivity-11362\/tech-assistant-28650?postid=73127#post73127","creationDate":"2023-03-06T15:58:39+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":4567,"id":28650,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/tech-assistant-28650","title":"Tech Assistant","lastPost":{"id":76168,"author":{"id":42479,"url":"\/members\/greyson-42479","name":"Greyson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a438bf18-3f92-4590-92f6-5b361cac2731.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

\u00a0ChatGPT is an incredibly helpful and versatile technology assistant. Its advanced natural language processing capabilities allow it to understand the intent behind user queries, and generate accurate and relevant responses in a matter of seconds.<\/p>

Whether you need help with research, translation, or just want to have a conversation, ChatGPT login<\/a>\u00a0is always ready and willing to assist. Its ability to analyze and interpret large amounts of text data also means that it can help you stay up-to-date on the latest trends and topics in your field.<\/p>","url":"\/ticketing-agent-productivity-11362\/tech-assistant-28650?postid=76168#post76168","creationDate":"2023-04-05T06:23:59+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76168,"author":{"id":42479,"url":"\/members\/greyson-42479","name":"Greyson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a438bf18-3f92-4590-92f6-5b361cac2731.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

\u00a0ChatGPT is an incredibly helpful and versatile technology assistant. Its advanced natural language processing capabilities allow it to understand the intent behind user queries, and generate accurate and relevant responses in a matter of seconds.<\/p>

Whether you need help with research, translation, or just want to have a conversation, ChatGPT login<\/a>\u00a0is always ready and willing to assist. Its ability to analyze and interpret large amounts of text data also means that it can help you stay up-to-date on the latest trends and topics in your field.<\/p>","url":"\/ticketing-agent-productivity-11362\/tech-assistant-28650?postid=76168#post76168","creationDate":"2023-04-05T06:23:59+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":73127,"author":{"id":41912,"url":"\/members\/connieh-41912","name":"ConnieH","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b6c39f8d-88c1-479e-9e4c-7f28b1418140.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in \u201creal time\u201d instead of having to reload the page?<\/p>

\u00a0<\/p>

Thanks for any words of wisdom!<\/p>

\u00a0<\/p>

Connie Heinrichs<\/p>

Coldwater Schools<\/p>","url":"\/ticketing-agent-productivity-11362\/tech-assistant-28650?postid=73127#post73127","creationDate":"2023-03-06T15:58:39+0000","relativeCreationDate":"4 months ago"},"numberOfViews":12,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76168"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

ConnieH Apprentice

asked inTicketing & Agent Productivity

Tech Assistant

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

0 1

3个月前

\u00a0<\/p>

\u00a0<\/p>

\u00a0<\/p>

Swarovski is known for producing high-quality and premium binoculars for a variety of outdoor activities, including hunting, birdwatching, and nature observation. Here are some of the best Swarovski binoculars currently available:<\/p>

1. \t

   Swarovski EL Range 10x42: This binocular features exceptional optics and a laser rangefinder, making it an ideal choice for hunters and nature enthusiasts.<\/p>\t<\/li>\t

2. \t

   Swarovski NL Pure 10x42: This binocular offers an expansive field of view and unparalleled image clarity, making it ideal for birdwatchers and nature observers.<\/p>\t<\/li>\t

3. \t

   Swarovski CL Companion 10x30: This compact and lightweight binocular is perfect for on-the-go use and offers exceptional optical performance.<\/p>\t<\/li>\t

4. \t

   Swarovski SLC 10x42: This binocular is rugged and durable, making it an excellent choice for outdoor enthusiasts who need a reliable and high-performing optic.<\/p>\t<\/li><\/ol>

   Ultimately, the best Swarovski binoculars <\/strong><\/a>for you will depend on your specific needs and intended use. It's always a good idea to read reviews and try out different models before making a final decision.<\/p>","url":"\/ticketing-agent-productivity-11362\/best-swarovski-binoculars-30233?postid=76026#post76026","creationDate":"2023-04-01T08:13:05+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":18647,"id":30233,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"\/ticketing-agent-productivity-11362\/best-swarovski-binoculars-30233","title":"Best Swarovski Binoculars","lastPost":{"id":76026,"author":{"id":42672,"url":"\/members\/huntingbinocular8-42672","name":"huntingbinocular8","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/93fb800b-84ab-41e0-94f8-73feeec0e824.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

   \u00a0<\/p>

   \u00a0<\/p>

   \u00a0<\/p>

   Swarovski is known for producing high-quality and premium binoculars for a variety of outdoor activities, including hunting, birdwatching, and nature observation. Here are some of the best Swarovski binoculars currently available:<\/p>

   1. \t

      Swarovski EL Range 10x42: This binocular features exceptional optics and a laser rangefinder, making it an ideal choice for hunters and nature enthusiasts.<\/p>\t<\/li>\t

   2. \t

      Swarovski NL Pure 10x42: This binocular offers an expansive field of view and unparalleled image clarity, making it ideal for birdwatchers and nature observers.<\/p>\t<\/li>\t

   3. \t

      Swarovski CL Companion 10x30: This compact and lightweight binocular is perfect for on-the-go use and offers exceptional optical performance.<\/p>\t<\/li>\t

   4. \t

      Swarovski SLC 10x42: This binocular is rugged and durable, making it an excellent choice for outdoor enthusiasts who need a reliable and high-performing optic.<\/p>\t<\/li><\/ol>

      Ultimately, the best Swarovski binoculars <\/strong><\/a>for you will depend on your specific needs and intended use. It's always a good idea to read reviews and try out different models before making a final decision.<\/p>","url":"\/ticketing-agent-productivity-11362\/best-swarovski-binoculars-30233?postid=76026#post76026","creationDate":"2023-04-01T08:13:05+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":76026,"author":{"id":42672,"url":"\/members\/huntingbinocular8-42672","name":"huntingbinocular8","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/93fb800b-84ab-41e0-94f8-73feeec0e824.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      \u00a0<\/p>

      \u00a0<\/p>

      \u00a0<\/p>

      Swarovski is known for producing high-quality and premium binoculars for a variety of outdoor activities, including hunting, birdwatching, and nature observation. Here are some of the best Swarovski binoculars currently available:<\/p>

      1. \t

         Swarovski EL Range 10x42: This binocular features exceptional optics and a laser rangefinder, making it an ideal choice for hunters and nature enthusiasts.<\/p>\t<\/li>\t

      2. \t

         Swarovski NL Pure 10x42: This binocular offers an expansive field of view and unparalleled image clarity, making it ideal for birdwatchers and nature observers.<\/p>\t<\/li>\t

      3. \t

         Swarovski CL Companion 10x30: This compact and lightweight binocular is perfect for on-the-go use and offers exceptional optical performance.<\/p>\t<\/li>\t

      4. \t

         Swarovski SLC 10x42: This binocular is rugged and durable, making it an excellent choice for outdoor enthusiasts who need a reliable and high-performing optic.<\/p>\t<\/li><\/ol>

         Ultimately, the best Swarovski binoculars <\/strong><\/a>for you will depend on your specific needs and intended use. It's always a good idea to read reviews and try out different models before making a final decision.<\/p>","url":"\/ticketing-agent-productivity-11362\/best-swarovski-binoculars-30233?postid=76026#post76026","creationDate":"2023-04-01T08:13:05+0000","relativeCreationDate":"3 months ago"},"numberOfViews":25,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"76026"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"eefc2555eed7a8d2bed80c9b3066452c5f87fa5c","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

         

         

         huntingbinocular8 Apprentice

         张贴在Ticketing & Agent Productivity

         Best Swarovski Binoculars

         Swarovski is known for producing high-quality and premium binoculars for a variety of outdoor activities, including hunting, birdwatching, and nature observation. Here are some of the best Swarovski binoculars currently available: Swarovski EL Range 10x42: This binocular features exceptional optics and a laser rangefinder, making it an ideal choice for hunters and nature enthusiasts. Swarovski NL Pure 10x42: This binocular offers an expansive field of view and unparalleled image clarity, making it ideal for birdwatchers and nature observers. Swarovski CL Companion 10x30: This compact and lightweight binocular is perfect for on-the-go use and offers exceptional optical performance. Swarovski SLC 10x42: This binocular is rugged and durable, making it an excellent choice for outdoor enthusiasts who need a reliable and high-performing optic. Ultimately, the best Swarovski binoculars for you will depend on your specific needs and intended use. It's always a good idea to read review

         0 0

         

         

         3个月前

• 1
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