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New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created. But now it doesn’t use the full name, but rather the 1st half of the email address. Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name. So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

101

19 minutes ago

MKFishApprentice

How do I....?

Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?

542

8 hours ago

anupama.phalCommunity Manager

Freshservice Release Notes - Nov 2024Release Notes

Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 & on Pro and Enterprise plans on Nov 27th, 2024.Product version: 2024.R11L.01New Features and Enhancements Advanced ITAM (powered by Device42) Enhancements Discovery Agent and Probe Daily Audit File Attachments for Service Request Items Audit Log Support Enhanced Governance for Ticket Exports Enhanced Filtering Capabilities in Change List API Improved Dark Mode Experience Improvements to Self-Service Portal Field Groups in user fields Important updates Bug Fixes New Features and EnhancementsAdvanced ITAM (powered by Device42) EnhancementsCategory: IT Asset ManagementWe’re thrilled to announce a series of powerful enhancements to Freshservice’s Advanced ITAM integration(powered by Device42).Discovery Hub: Unified Access to Comprehensive Discovery ToolsThe Discovery Hub enables users to access a full suite of discovery tools under a single roof.Key Capabilities:Unified D

405914

10 hours ago

joestractApprentice

Automations

Creating a Child Service Request Webhook

Testing adding a service request child ticket to an open service request ticket in the sandboxUsing Web Requests in the sandbox automater to create a child service request ticket.pulling information directly from the freshservice API websitehttps://api.freshservice.com/#create_child_service_requestTesting the web request, I always get this error message no matter what email address or information I put in the email field.

723

11 hours ago

rubens77Apprentice

Ticketing & Agent Productivity

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

4734

11 hours ago

osadApprentice

Ticketing & Agent Productivity

problem with sending attachements/screenshots

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

2934

11 hours ago

paulhwApprentice

Getting Started

NPO / Non Profit Pricing

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?

1803

11 hours ago

hiroApprentice

Knowledge Base

Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.

751

12 hours ago

MacMurdoSkilled Expert

Ticket & Workflow Management

Tasks - Create continuous reminders

Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks

133

13 hours ago

rhea.desouzaCommunity Manager

Announcements and Events

Day 3: The Community Challenge | Collaborate, share and learn | Put your writing hat on ✏️Challenge

Let’s welcome the new year by collaborating and learning from one another, and what better way to do that than by sharing your expertise with the rest of the Refresh Community. Presenting the Community challenge. (We have divided this according to segments to make access easier for all.) Calling all CX Folks: Share 3 customer appreciation ideas to delight your customers this holiday season. Here’s a cue: You can do ‘12 days of Christmas’ by appreciating and featuring your top 12 customers in a fun way on your website. This one's for you, Sales Whiz: Share 3 tips to stay productive during the holiday season. The holiday season means employee vacations, parties, and blanket weather. How do you keep yourself and your sales team motivated and productive during the holiday season? Share your 3 tips here. Come through, IT Experts: Share 3 programs you have (or would like to) initiated to better employee happiness this festive season. For example: Host a year-end award ceremony for your empl

996

13 hours ago

mikefirstaidApprentice

Contacts & Companies

New tickets created from website form enquiry - How to get name from form's name field

101

19 minutes ago

MKFishApprentice

How do I....?

Date Field = Today will create a private note

542

8 hours ago

joestractApprentice

Automations

Creating a Child Service Request Webhook

723

11 hours ago

rubens77Apprentice

Ticketing & Agent Productivity

Problem with attachments

4734

11 hours ago

osadApprentice

Ticketing & Agent Productivity

problem with sending attachements/screenshots

2934

11 hours ago

paulhwApprentice

Getting Started

NPO / Non Profit Pricing

1803

11 hours ago

hiroApprentice

Knowledge Base

Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.

751

12 hours ago

MacMurdoSkilled Expert

Ticket & Workflow Management

Tasks - Create continuous reminders

Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks

133

13 hours ago

TintinSkilled Expert

API and Webhooks

API Freshdesk to Power BI

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

14 hours ago

MDaviesSkilled Expert

Automations

Differentiate Ticket Source via Support Portal vs Agent Portal

Hi Everyone,Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal?The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent PortalThe Outcome: The Ticket Source is set to ‘Portal’ by defaultThe Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to. Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

322

15 hours ago

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