Hello, new to Freshdesk, but loving it.
Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.
What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.
Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.
We currently can't stop auto Account Creation but you can stop the emails from going out. Please go to Admin->Email Notifications->Tickets and Disable User activation email in Requester Notifications.
You can setup a Dispatch'r rule to automatically assign requests based on certain keywords to groups or agents.
Sounds like a workflow problem.
In a closed loop system, you want everything tracked and everyone should be a contact in the system to track those conversations in a meaningful and historical way. As Sudharshan suggests, you can disable user activations emails, and you could also go further and disable New Ticket notifications as a default.
Through the dispatch'r, you could make rules about specific support address you have set up.
For example: If you email firstname.lastname@example.org , those users receive ticket notifications. But if you send to email@example.com, that does not have triggering rules for emails.
We co-exist in email and in closed loop systems.
All emails to support, internal, sales, etc,. are tracked and measured and a part of the ticketing system. Vendors usually interact with us individually, and emails can be sent from individual to individuals (or distro groups) within our organization without interacting with the ticketing system.
A last suggestion for workflow, if you do desire forwarding vendor emails to your FreshService support email addresses, create an additional email address that you, or other agents in FreshService, can send as that is NOT an agent.
Because FreshService sees your email as an agent account, it looks through the forward for the original email sender, parses, and applies that original sender as the requestor. If you send from a non-agent address within your organization, it would make that address the requestor, as opposed to the original sender.
Hi Matt, as Sudharshan suggested, you can disable the Email notification and to add to that, you can set rules to "skip new ticket Email notification" if the "From Email" of the ticket source is outside the domain and as Matt said this is a default workflow that is being designed hence marking this as resolved.
Please feel free to write us back for further assistance.
We have an issue that just came up. Due to autofill when a requestor is filling out a service request and selects a drop down for campus location, the autofill then changes the Requestor in the right hand side of the screen.
Since this user is not in the system, an account is generated for them. Not something we want to have happening as it confuses them next time.
That looks like Chrome's autofill to me - nothing to do with Fresh really.
It is about Chrome's autofill as a root cause. We'd just like the system not to create new accounts because this happens. At least not for logged in users.
This happens due to the Google Chrome Auto-fill issue as Daniel referred.
At the moment, we do not restricting Sign-Up as there are multiple channels such as Email, Self-Service and the Feedback Widget, through which users could raise tickets and changing this behaviour would affect a large set of users.
We are revisiting the thought of enhancing the roles and I will have the request passed on to our Product team to be included. We'll keep you updated over the thread about any further updates.
Thanks for using Freshservice!
I realize this thread is rather old, but I seem unable to follow the suggested approach for disabling the activation email going out - something's changed since then, I guess. Is there an alternative way that doesn't involve blocking all incoming email from external senders?
That appears to be the agent notification settings. A bit higher up on that same page you have the Requester settings which I've confirmed on my account that User Activation can still be turned off
This remains a big deficiency in Freshservice.
Freshservice is intended as an internal ITSM platform. However, it should be obvious that sometime Agents will need to liaise with external parties on a ticket. It should be equally obvious that we don't want all external parties being automatically being created as a Requester because they replied to a ticket via email.
Likewise, I appreciate that (as Mike pointed out) "you want everything tracked and everyone should be a contact in the system to track those conversations in a meaningful and historical way".
Surely, the answer would be to have an additional entity type for external contacts/non-requesters? It should be easy enough to specify that requesters only belong to certain domains and all other parties on other email domains are external contacts?