What Is Autofill?

Autofill is the functionality provided by your internet browser which is designed to save you some typing.  It may not be called autofill in your bowser, and it may record different things.  As giving advice on how to configure and manage autofill is beyond the scope of this article I am keeping things fairly high level and generic.  It records common pieces of personal information, i.e. name, address, email address, phone number, login details and credit card details.

So What Is The Problem?

The problem we see on Freshdesk is the wrong email address being entered for the requester when submitting new enquiries (tickets).  The consequence being that people raise the enquiry and then cannot see it.  They think it has not been successful and try again, and again and ... well how many times depends on the individual, but we end up with multiple identical tickets.  There are a few scenarios where this happens. 

  • A person has had a new email address and the old email address is being autofilled.
  • A person has used their browser for personal use (not for me to judge if this is appropriate or not) and their personal email address is being autofilled.
  • A person is using a shared computer and computer account, and a previous persons email address is being autofilled.

What To Watch For?

People tend to login into Freshdesk with the correct credentials, what you need to check and double check is the "Your email" email address on the new ticket submission form.

 

You need to make sure the email address auto filled here is the same as the one used to log into Freshdesk.  If it is not type in the correct one.

If you need advice on managing your browsers autofill configuration then contact your local IT support or the national IT Service Desk.