Freshworks Community | Freshworks Community

RobCrossAareonContributor

Internal Tickets

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool tha

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mymukApprentice

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

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AlineCCApprentice

Auto Email Functionality in Freshdesk

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

martinj_ukApprentice

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum (

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Does anyone know how to configure images in help articles to display at full size on mobile devices?

LinnealvesApprentice

Knowledge Base

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

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Freddy AI Monthly Roundup – Latest Updates for CX

KamakshiFormer Community Manager

AI & Bots

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy

slleeApprentice

No response from Freshworks Support & Billing – looking for alternative contact channel

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I h

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AlineCCApprentice

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

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Portals, Emails & Other Channels

maxhentschelApprentice

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

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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

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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

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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

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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?

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5 months ago

A

alexandrosApprentice