Sandbox-Freshdesk

Groups/ Agents/ Roles 16

• Why are deleted agents not appearing under the Deleted Agents tab?
• I am not able to change an agent's name
• Can an agent be automatically assigned to tickets from one group?
• Can I merge multiple groups into one big entity?
• I am an agent and I want to delete another agent

View all 16

General Admin settings 94

• I was wondering if it is possible to define email templates in Freshdesk
• How do I set this up on our company website
• I don't want every ticket created in Freshdesk to sync to Jira.
• Configured the survey to be sent when we mark the ticket as closed, but it didn't work.
• Is there a way to select multiple items on the drop down?

View all 94

Reporting 22

• I am trying to add an email address to receive a weekly indepth report but it keeps saying no email found
• Can I get all ticket data including all the activity, status, time, etc?
• I want to be able to compare the average resolution time that a group has on a daily basis.
• I want to remove trash and spam emails from my reports
• How can I view per agent performance graphically?

View all 22

Automations 61

• i need to know the error codes in API response
• How can i include survey on an email?
• push to slack with supervisor
• Shift+close without sending email notification to the ticket creator, this functionality does not work. The notification still sends email that the ticket was closed
• Supervisor rule custom date

View all 61

API 4

• How do I get product details if I have a product_id?
• Is there an API to add Items to a custom drop down?
• Is there a Freshdesk test environment for API?
• Can I set up a company logo in the agent auto signature?

Contacts And Companies 29

• A point of contact from a company is being replaced by a new person, how can the new person take care of the old tickets.
• How do we block a client/mail id from creating tickets?
• Ticket creation notification is not translated in French
• I need to recover a deleted company.
• my customers are unable to create a new account in the customer portal using the same e-mail of the ticket

View all 29

Solutions and Social 27

• What are portal categories in portal customisation?
• I want to get some details regarding how to control knowledge base access.
• We use multiple product portals and want to start using Solutions but we cannot restrict view access based on Agents working with different products.
• Can you make an article available to all companies except one company?
• how to change forum name

View all 27

Tickets 90

• A ticket is linked to the wrong company
• Is there a way to see someone working on an email from the table view?
• I would like to know how to enable Traffic Cop
• Does it cost more to set up another product portal?
• Can freshdesk have separate ticket lists for different departments?

View all 90

Security 11

• Where can I download the data processing addendum for freshsales?
• How can I turn OFF the SSO?
• I would like to change the ticket url from https:// to http://
• How to skip SSO and manually login?
• Is Freshdesk HIPAA compliant?

View all 11

Email 19

• How to add bcc while sending a new outbound email?
• Can I set up multiple email domains in Freshdesk?
• how to change the ticket subject when forwarding to an outside emial address
• I want to know how to disable having e-mails sent in response to support requests to both the sender as well as our agents, as these messages only need to be sent to the requester.
• Is FreshDesk able to send encrypted mails?

View all 19

Satisfaction Survey 6

• Why are there two surveys being sent out in the same email?
• How to calculate the exact number of surveys sent in a specific time?
• Can I receive a notification every time a customer satisfaction survey is completed?
• How to edit satisfaction survey content?
• Is there a way to send an email to clients that have rated a survey?

View all 6

Login & Password issues 6

• Existing freshworks user! Admins cannot edit Agent' profile information. Agents can edit their profile information in their Freshworks profile.
• Unable to load page. We encountered an unexpected problem (check your network connection).
• I work for two companies that both use fresh desk and I want to be logged in to both help desks at the same time
• How will agents log in?
• Why am I automatically being logged out of Freshdesk after logging in?

View all 6

Integrations & Apps 22

• Do you have Instagram as a support channel?
• Automation to create Child tickets
• Do you have a CRM on its own, not part of Freshdesk helpdesk
• Can I set tickets so that you cannot change the status of ticket without adding a tag?
• Private comments from the Jira app are always from one and the same person. Can we change this?

View all 22

Plans & Billing 5

• I want to reduce the number of agents from my account
• For now our account does not have a full time agent seat, how can I get a day pass?
• How to switch to invoice for payment?
• Can I speak to a sales person ?
• Hi there, can I pause my account?

Email notifications 4

• I want to remove the option to log into Freshdesk for my customers
• I am trying to create an email notification for password reset.
• How to deactivate the email notifications that the agents receive for tickets?
• Want to know how to have email notification to only go to specific groups and not to all agents

Dashboard 4

• How can I broadcast a message to notify all of my agents?
• Why haven't my pending tickets moved to the "On Hold" status?
• How to filter for the number of tickets created 'Today'?
• What is an Announcement widget and how can I set it up?