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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

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410 Topics

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jennifer.zhangContributor

asked in How do I....?

Better visibility to tickets with 'Response Due'?

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

beeta bearApprentice

asked in How do I....?

How do I export unverified contacts only?

I am trying to pull an excel file that only contains unverified contacts from our FreshDesk. it doesn’t matter how many contacts I select exporting includes all contacts, and I don’t see an field option that would display if a contact is verified or not.

aaron1992Apprentice

asked in How do I....?

Hi, is there a way to customize the font type of each field within a widget using custom CSS?

I’m currently playing around with the customization of the chat widget in freshdesk. I’ve managed to alter the height of the widget, however I’m having trouble changing the font type of each field. #freshworks-container #freshworks-frame-wrapper { height: 500px !important; }I would also like to have a solid colour (black) for the entire background of the container - not only having it appear the top of the widget, however i cant seem to get this working: #freshworks-container #launcher-frame .frame-root .frame-content .elements__ToastsWrapper-sc-1aur6vr-4 bNgSnL .elements__Wrapper-h3m622-0 fdNbsI{ background-color: black !important; } Can we override these fields using CSS? Thanks

dchandler101Apprentice

asked in How do I....?

Exporting Employee Kit Information

I am wondering if there is a way to export all of the employee kits created in FreshService.

dchandler101Apprentice

asked in How do I....?

How to search through the entire employee kit catalog for a kit item.

Ex:We have Kit A, Kit B and Kit C.’ Which Kit Contains: Item 1? Instead of having to manually open each kit individually, Is there a solution to search through the entire employee kit catalog for a kit item. If cannot be done via FreshService please provide alternate solution.

MichaeldxApprentice

asked in How do I....?

Placeholder Customization reference

Is there a reference for all the possible placeholders? For example, there are {{ticket.company}} {{portal_name}}{{contact.name}}etc.Is there a reference somewhere to all available whatever.whatevers and this_thats?

zefredApprentice

asked in How do I....?

Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A”

RyanSilcoxApprentice

asked in How do I....?

Creating Customer tickets with a collaborator as the Requestor

In our business, business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?

Christina HApprentice

asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list.

WillrBertramApprentice

asked in How do I....?

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

Elizabeth0716Apprentice

asked in How do I....?

Agent availability

Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.

viceperApprentice

asked in How do I....?

Associate Service Request with a Change Request via API

Does anyone know if it is possible to automatically create a Service Request once a change is pending implementation, and associate it with the Change that generated that request?

phsolvdApprentice

asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

yogesh2003Apprentice

asked in How do I....?

Conversation Webhook

whenever new conversation is updated a webhook trigger and give me a all detail about conversationthen how to get all variable of conversation in webhook.please help me

RHBliksemsCommunity Debut

asked in How do I....?

Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this: How can we fix this?

ControlAltCommunity Debut

asked in How do I....?

How to turn off Recaptcha at the login screen?

Suddenly this week we started getting Recaptcha on our login to freshdesk. How do we turn it off?

Erakles73Apprentice

asked in How do I....?

Link to a specific note or reply in a Ticket (e.g: permalink)

Hi,I often need to refer a collegue to a specific note or reply in a ticket that has many notes and reply.In similar situations in other platforms, I can often find a permalink of sort, i.e: the url of a specific comment or piece of conversation. This URL is usually accessible by right-clicking on the timestamp of the comment.Is there anything similar in Frehdesk?If not? Do you plan to introduce it?It’s not very efficient having to say to a team-member, for example, “please check my 5th note in this ticket”, or “the second to last response from the customer” etc...

Tom SverreApprentice

asked in How do I....?

Is it possible to add multiple companies on one ticket?

Is it possible to add multiple Companies to one ticket?

ikaplusApprentice

asked in How do I....?

Search only open Tickets directly

Hi,we use freshservice for regular tickets but also longer running “small project”-tickets.Therefore we have a lot of tickets open for singular persons or departments.Often we have to search only for open tickets and get too many results because the closed tickets shown too. The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.The search refining via menu aftwards ist to slow and clumsy.Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?Best regards, Ingo

thantsakoumisApprentice

asked in How do I....?

Automation to meet First Response Time SLA

Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis

kohudafApprentice

posted in How do I....?

Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

PaynicusApprentice

asked in How do I....?

Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

winston_mascarenhasApprentice

asked in How do I....?

Issues with JavaScript Libraries: crypto-js, js-base64, and moment

Hello Team, I'm encountering some difficulties while using JavaScript libraries such as crypto-js, js-base64, and moment in my project. Whenever I try to use these libraries, I receive an error message stating, "Could not find the app manifest file in the current/specified directory."I've tried several troubleshooting steps, including reinstalling the libraries, checking for any misspellings or incorrect paths, and ensuring that the libraries are correctly imported. However, none of these solutions seem to resolve the issue.Could someone please provide some guidance on how to overcome this problem in simpler terms? I'm relatively new to JavaScript and programming in general, so any help would be greatly appreciated. trhe version was then changed to 4.2.0 for crypto-js

ericaaApprentice

asked in How do I....?

Reply to ticket via Email

I am having issues getting email functionality to work.In Freshdesk:Customer submits a ticket via our support portal or email [works]. Agents receive email about a new ticket being created [works]. Agents sometimes want to reply to the ticket via email [does not work!]After searching and searching it looks like it requires the [#{{ticketid}}] to be in the subject line on the reply. I have this configure (I have this at the end of every ticket related email now): Ticket responses via email just aren’t showing up in the portal. What am I doing wrong? I have tried replying to tickets and reply all to tickets. Neither of which are working.

ForelindyApprentice

asked in How do I....?

How do I associate multiple clients with one ticket after it has already been created?

Hi Community,One member on the client team created a ticket in FreshDesk a week ago. Another client team member wants visibility to the ticket. Can two client members be able to log in an see the same ticket? Best,Forelindy

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