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Does technology play a big role in customer service?Blog

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losin

2348

5 days ago

m.hilserApprentice

Custom ticket status does not appear in Automation rule dropdown

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as ex

202

6 days ago

pc-load-letterApprentice

Set/Update Subject text using Automations, Scenarios, and Canned Responses

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We rece

18926

13 days ago

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mymukApprentice

Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will k

239811

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andersreveTop Contributor ⭐

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

341

We are sorry. You have been restricted from accessing this helpdesk page.

robertocestina_personalApprentice

Getting Started

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

371

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crrzzyy8sCommunity Debut

Auto create ticket from contract screen

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire.

38920

19 days ago

fiyadeleonApprentice

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

2002

20 days ago

maxhentschelApprentice

Portals, Emails & Other Channels

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

492

4 days ago

m.hilserApprentice

Custom ticket status does not appear in Automation rule dropdown

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as ex

202

6 days ago

andersreveTop Contributor ⭐

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

341

fiyadeleonApprentice

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

2002

20 days ago

Daniel BarrettApprentice

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

220

Portals, Emails & Other Channels

pierreemApprentice

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

Triggering SLA Reminders for High-Priority Tickets in Freshdesk

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?

320

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alexandrosApprentice

Automating scheduled work from tickets (calendar / Outlook integration)

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event T

702

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

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