Requests for FreshDesk & FreshChat
March 17, 2022
- Please sync profiles in FreshChat and FreshDesk.
- Please show FreshChat in iPad app.
- Please give users access to FreshChat tickets in support.freshchat.com.
- Please do not close open tickets, or open new tickets for unresolved ones.
1. Please sync profiles in FreshChat and FreshDesk.
January 15, 2022. Reported to FreshChat that profiles were not syncing with FreshDesk. On March 17, 2022, FreshDesk agent reported that it’s fixed but we continue to see that the FreshDesk and FreshChat contacts are not syncing as illustrated here. No technical documentation or demonstrations were provided.
2. Please allow FreshChat to work in iPad app
Video 1 of 2 (January 30, 2022). FreshChat not working in the iPad app. Two external developers, BuddyBoss and Obtain Infotech, confirmed FreshChat’s mobile-SDK and web-SDK scripts were not working. According to this FreshWorks community experience thread, this known issue hasn’t been resolved in 10 months.
Video 2 of 2 (January 30, 2022). FreshChat was correctly working in the iPhone app.
3. Please give users access to FreshChat tickets in support.freshchat.com.
Users cannot access their tickets when logging into FreshChat Support. On February 6, 2022, we placed a ticket (#10857185) requesting the Ticket button be added to the support desk menu. It continues to be unresolved.
4. Please do not close open tickets, or open new tickets for unresolved ones.
Agents often close tickets that are still open. For example, FreshChat closed our January 25, 2022 ticket about duplicated profiles (#10353685) without resolving the issue. FreshChat also closed the February 3, 2022 ticket about profiles not syncing (#10136027), which still has not been resolved. Each time we make a phone call requesting an update on an outstanding issue, a new ticket is created, resulting in a proliferation of tickets about a single topic.
