{"id":1200,"date":"2023-12-06T10:53:30","date_gmt":"2023-12-06T09:53:30","guid":{"rendered":"http:\/\/blog.c-hase.de\/?p=1200"},"modified":"2023-12-06T10:54:14","modified_gmt":"2023-12-06T09:54:14","slug":"freescout-helpdesk-wiki-mirror","status":"publish","type":"post","link":"http:\/\/blog.c-hase.de\/?p=1200","title":{"rendered":"Freescout helpdesk wiki mirror"},"content":{"rendered":"

https:\/\/github.com\/freescout-helpdesk\/freescout\/wiki\/FAQ<\/a><\/p>\n

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Clone this wiki locally<\/h5>\n
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Also see\u00a0Modules FAQ<\/a>, FreeScout\u00a0Troubleshooting<\/a>,\u00a0Sending Issues<\/a>\u00a0and\u00a0Fetching Issues<\/a><\/em>.<\/p><\/blockquote>\n

<\/a>Are there any limitations on the number of agents or tickets?<\/h3>\n

No. There are no any limitations.<\/p>\n

<\/a>Is there any migration tool which can be used to migrate to FreeScout from another help desk?<\/h3>\n

No for now. Migration will be possible after FreeScout API will be implemented (#148<\/a>).<\/p>\n

<\/a>How do customers create their own conversations?<\/h3>\n

Customers create conversations by sending emails to the mailbox’s email address or they can submit tickets from\u00a0End-User Portal<\/a>.<\/p>\n

<\/a>Is it possible to have separate contacts\/customers per mailbox?<\/h3>\n

Unfortunately not and will not be implemented due to various reasons. Users see all customers in the Search, in To, Cc and Bcc autosuggest dropdowns.<\/p>\n

<\/a>How to remove branding from emails to customers<\/h3>\n

Uncheck „Spread the Word“ in „Manage \u00bb Settings“.<\/p>\n

<\/a>Is there any way to put on my website a contact form submitting tickets to the FreeScout?<\/h3>\n

Yes. See\u00a0End-User Portal Module<\/a>.<\/p>\n

<\/a>When I assign a task to someone do they get an email notifying them that they have a task assigned to them?<\/h3>\n

Yes, you need to configure Notifications for the user:<\/p>\n

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<\/a>Users do not receive notification emails.<\/h3>\n
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  1. Make sure that your mailbox is able to send emails in the mailbox’s Connection Settings.<\/li>\n
  2. Make sure that users have proper notification settings in their „Profile \u00bb Notifications“.<\/li>\n
  3. Make sure that background job is working in „System \u00bb Status“.<\/li>\n
  4. Make sure that emails successfully sent in „Manage \u00bb Logs \u00bb Outgoing Emails“.<\/li>\n<\/ol>\n

    <\/a>FreeScout sends multiple duplicate emails to customers<\/h3>\n

    See\u00a0this<\/a>.<\/p>\n

    <\/a>Is it possible to configure SLA rules?<\/h3>\n

    Use\u00a0Workflows<\/a>\u00a0module.<\/p>\n

    <\/a>I’ve fetched emails from my mailbox, but older emails were not fetched. How can I fetch the entire inbox messages?<\/h3>\n

    Go to „Manage \u00bb System \u00bb Tools“ and fetch all undread emails.<\/p>\n

    <\/a>I’m trying to fetch large amount of email but getting 504 Gateway Time-out<\/h3>\n

    If you are running the fetch command from „Manage \u00bb System \u00bb Tools“ your web server won’t allow it to run for a long time. Instead use the following\u00a0console command<\/a>.<\/p>\n

    <\/a>Is it possible to set priorities for tickets?<\/h3>\n

    Use\u00a0Custom Fields<\/a>\u00a0module.<\/p>\n

    <\/a>How to send an email to a customer on closing a support ticket?<\/h3>\n

    Use\u00a0Workflows<\/a>\u00a0module.<\/p>\n

    <\/a>When viewing a ticket in FreeScout, the original formatting and styles are removed<\/h3>\n

    Some styles are removed not to break FreeScout layout (see\u00a0this issue<\/a>). There is no workaround for this for now. You can view original email like this:<\/p>\n

    \"2020-10-28_16-45-10\"<\/p>\n

    <\/a>Is it possible to forward customer’s email to FreeScout and make it look like it came from this customer?<\/h3>\n

    Support agent just need to add a\u00a0@fwd<\/code>\u00a0text to the very beginning of the email when forwarding it:<\/p>\n

    \"2023-03-10_13-23-17\"<\/p>\n

    FreeScout will grab customer’s email from the email body (first email found in the body) and create a conversation on behalf of this customer. This won’t happen if the email is forwarded to more than one recipient. No auto-reply is being sent when new conversation is created from forwarded customer’s email.<\/p>\n

    FreeScout searches for the first email address it can find in the email body to use as a customer email address. If no email address is found FreeScout, creates a conversation as usually using sender (from „From:“ header) as a customer. If support agent forwarding an email to FreeScout has an email address mentioned in his\/her signature, this email address will be used as a customer email address for the new ticket. See an example marked with red on the image below.<\/p>\n

    \"2023-02-23_17-31-43\"<\/p>\n

    To prevent this behavior the support agent should remove his\/her signature from the email when forwarding it (or simply remove his\/her email address from the signature in the email body).<\/p>\n

    <\/a>Is it possible to create a conversation on behalf of a customer in FreeScout?<\/h3>\n

    Use „New Conversation“ button in the message’s dropdown menu:<\/p>\n

    \"\"<\/p>\n

    <\/a>How can I determine what happens after replying, changing conversation status or assigning a conversation?<\/h3>\n

    You can do so in the Send dropdown.<\/p>\n

    \"2022-04-24_08-47-04\"<\/p>\n

    <\/a>How can I create departments in FreeScout?<\/h3>\n

    In FreeScout departments are implemented as mailboxes.<\/p>\n

    <\/a>How to backup and restore the FreeScout?<\/h3>\n

    https:\/\/github.com\/freescout-helpdesk\/freescout\/wiki\/Backup<\/a><\/p>\n

    <\/a>Does FreeScout make any external or third party API calls?<\/h3>\n

    When you activate some\u00a0official module<\/a>, application domain name is sent to\u00a0https:\/\/freescout.net<\/a>\u00a0API to register module license.<\/p>\n

    <\/a>Where can we see FreeScout’s roadmap?<\/h3>\n