The option to raise a new ticket or send a new email is available as part of the '+ New' quick access dropdown on the top right corner near the Search icon. You will also find 'New contact', and 'New Company' options as part of the dropdown for quick access.
+ New Ticket: This option can be used by the agents to create a new ticket on behalf of the requester, ideally after a phone call. The source of this ticket will be set as Phone. Also, on this page, you will be able to add a new contact. The 'Create another' option will open another new ticket page with the same properties as the previous ticket you just raised.
+ New Email: This option can be used by agents to send outbound emails to customers from Freshdesk, for any intimation. This email will also be converted into a ticket. Here, you will not have an option to add a contact like the one available in the new ticket page. The 'Send another' option will open another new email page with the same properties as the previous email you just sent.
If you would like to create a ticket on behalf of the customer then you can use the 'New Ticket' option and if you would like to send an outbound email to one of your customers then you can use the 'New Email' option.
You have agents with a busy schedule who are on calls and creating tickets for customers as you believe in first-hand support. When your agents are creating a new ticket or sending an outbound email, you can use the Ticket Templates feature to pre-fill regularly used fields.
Under Admin -> Ticket templates, you can set up a template that your agents can select with one click. This solution article walks you through the process.
The Ticket templates feature is available from the Garden plan onwards.
After applying the filters under the Filter Tickets section of the Ticket view page, please click on the Tick mark next to the list view name (All tickets).
This will allow you to save these filters and give it a relevant heading as well which you could use later.
Here's a detailed article that will help you set it up.
Please navigate to Admin -> Portals -> Settings and choose the option "No" under Allow users to Sign Up from the customer portal.
This would not allow users to sign up from the portal - you would have to send them an activation email to create an account with your system.
Please navigate to Admin -> General Settings -> Helpdesk where you would be able to find a toggle button next to forums. Disabling this would hide the forums tab for all users on every product portal of your system.
In order to hide this only for your customers, please get in touch with us (email@example.com) where we could give you a CSS code to hide the tab on the user end.
Please navigate to Admin -> Portals -> Settings to see the various configurations related to users and forums.
Kindly change "who can submit a new ticket" to logged in users in order to make sure that only such users could raise tickets with you.
Please navigate to Admin -> General settings -> Helpdesk -> click on edit portal to change the portal name displayed on the left side of the navigation bar.
You would find a field called Helpdesk name as well in the helpdesk settings, where you can enter the desired helpdesk name.
To change the colors of the Agent side of the portal, please go to Admin -> Helpdesk and make the necessary changes to Helpdesk colors.
We, at Freshdesk, are always available to assist you with any issues that you are facing and will be happy to make your experience better. If there is anything we can help you with, feel free to write to us at firstname.lastname@example.org.
However, if you're certain that you'd like to delete your account, please click on Admin (represented by a gear icon from the navigation panel on the left) > Accounts and click on 'Cancel Account'.
Note that you will have to be an 'Account Administrator' on the portal to find this section.
It would be really helpful if you share your feedback and reason behind cancelling your account with us. You can then hit the 'Request Cancellation' button on the next page and confirm the action on the following pop up window.
You will have 24 hours before your account gets suspended, and 14 days (2 weeks) before we delete your account and account data permanently.
Furthermore, we would advise you to export your account data by using the 'Export Now' option on the same page before cancelling your Freshdesk Account.
Note: If you're getting an error while deleting your account, please reach out to our support team at email@example.com
If you are looking to initiating a private conversation with a third party vendor who isn't a part of your Freshdesk Account, you could use the Forward option on the Ticket details page.
Please navigate to the Tickets tab -> click on the ticket on which you would want to perform this action -> and click on "forward" next to the reply option.
This sends the entire thread or individual reply (depending on which Forward is used) to the third party and it would not be visible to the customer. A reply to this email will be added as a private note to the ticket, which would also not be visible to the customer.
When you send out responses to your customers - the ticket URL would be available to the users depending on the user permission which can be understood by navigating to Admin -> Portals -> Settings. So there are two options - logged in users or anyone with public ticket URL.
Considering the question, the option in your settings is "logged in users" who would need to be verified to have an account in your portal so that they could log in and check. There are two options to do this - make sure you send out an activation URL manually from the customers' tab or automate it in email notifications -> requester notifications -> user activation. Finally, if you would want a quicker alternative, you could guide them to do a password reset on the portal.