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Integrate Whatsapp and Freshdesk free of costNews

Engage your customers on the world's most popular messaging app at absolutely no cost!You already know that you can connect WhatsApp with Freshdesk to seamlessly support customers, enable instant conversations and enhance the customer experience. Previously, this was available as an add-on from Garden plan but starting now, it will be free on the Garden plan onwards. You can now integrate upto 10 Whatsapp numbers with your account.We have also brought about some enhancements to the Whatsapp<>Freshdesk integration. Here’s what has changed: Unlike before, you can now add multiple Whatsapp numbers to your Freshdesk account and manage conversations with your customers better You can now integrate multiple Whatsapp numbers without any charges for the number. Since you can purchase the numbers at free of cost, you can get any number from any part of the world and support your customers on the go globally. Note: Some charges will be applicable for template messages. The Whatsapp s

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23 minutes ago

JunNApprentice

Getting Started

absolute date notation in Freshdesk Japanese UI

In news websites, social media feeds, etc., the date of each article may be expressed in relative notation. However, dates on tickets in business must be handled strictly in absolute notation.In the current UI of Freshdesk, we are facing the same problem as an old support community topic below when displaying tickets in card view.relative date notation in Japanese UI Display Date Ticket as Created Instead of Time Past (very old article)https://support.freshdesk.com/support/discussions/topics/18680 In this article, developer guy said that the fix has been implemented, but the current card view displays relative time, and the table view cannot display time and date information. I would like to see a quick fix or an option to choose the time notation to do efficient work.

2 hours ago

NeverNotWorking24.7.365Apprentice

How do I....?

Defeating the default Requester field - How do I ONLY have a Requester Lookup?

I don’t like how a user can mistype the default email address and create new/potentially invalid requester records. I want that to be a lookup over requesters. In what way can we bypass the default behavior? Other areas allow user lookups with the type ahead/search control.

2 hours ago

AlexHanKMApprentice

How do I....?

Notifications to agents on responses with Freddy "Thank You" detector

Hello!I posted this message already as response to another post but I fear that it will not get the necessary attention there, so I relaunch it as a separate question. Following the instructions from here:https://support.freshdesk.com/en/support/solutions/articles/50000000040-setting-up-the-thank-you-detectoragents will get a notification for a ticket response/added notes for> already open tickets (tickets not closed or resolved)> closed/resolved tickets that Freddy assumes are not a “Thank You” message.I understand that the first property is set so the agent can see & decide if a ticket answer is a “Thank You” message or not and Freddy can learn from tickets closed without further answer that these might be in fact “Thank You” messages. There are just 2 points/questions I have:We already have the email notifications (“requester replies to ticket” and “note added to ticket”) activated unter the category “workflows”. Isn’t that a double feature then? Don’t we get two notificat

2 hours ago

stanislaw86Community Debut

Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

19 hours ago

maloktSkilled Expert

How do I....?

Service Catalog Radio Button

Is there a way to add a radio button where a YES or NO is required? It doesn’t seem like the dropdown box can force a YES or NO answer, without defaulting to one or the other, which we don’t want to do. We need it to be blank, but require YES or NO, like a standard radio button.

22 hours ago

AryeApprentice

Apps and Marketplace Integrations

The Expiration Reminder for Freshdesk application

Does the Expiration Reminder for Freshdesk application still work with freshdesk?I tried to install it, but all the explanatory pages provided in the marketplace no longer exist,What's more, it says that the app is free, although on their website I see that it is paid

22 hours ago

RBS_SimonApprentice

Contacts & Companies

Outlook contact sync Outlook contact sync - not working

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

23 hours ago

HendoApprentice

Analytics, Reports & Dashboards

Why isn't the Ticket Creator accredited with 'Ticket Created'

There can only be one creator of the ticket, either bythe system (email, portal etc) or an Agent (eg. Phone).Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).The ‘Assigned Agent’ at the time is the one credited with the creation.We are running analytics to assist in KPI’s / commissions for Agents.It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.BUTWhen the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.

23 hours ago

TPniceCommunity Debut

Portals, Emails & Other Channels

Threads Discussion - Parts of the text get lost

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

23 hours ago

JunNApprentice

Getting Started

absolute date notation in Freshdesk Japanese UI

2 hours ago

NeverNotWorking24.7.365Apprentice

How do I....?

Defeating the default Requester field - How do I ONLY have a Requester Lookup?

2 hours ago

AlexHanKMApprentice

How do I....?

Notifications to agents on responses with Freddy "Thank You" detector

2 hours ago

stanislaw86Community Debut

Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

19 hours ago

maloktSkilled Expert

How do I....?

Service Catalog Radio Button

22 hours ago

AryeApprentice

Apps and Marketplace Integrations

The Expiration Reminder for Freshdesk application

22 hours ago

RBS_SimonApprentice

Contacts & Companies

Outlook contact sync Outlook contact sync - not working

23 hours ago

HendoApprentice

Analytics, Reports & Dashboards

Why isn't the Ticket Creator accredited with 'Ticket Created'

23 hours ago

Soporte Group HRApprentice

How do I....?

I can't see completely "Plans & Billing"

Dear Team,I am currently trying to access the Plans and Billing section, but I only get a box without much information. I need your support to know the steps or what is the reason for this.I need to have these accesses as soon as possible because we are making a record of our services with all the current information, such as: service time, invoices, type of subscriptions, etc. This is my FreshDesk I can only see this: Admin > Account > Plans & Billing

1 day ago

jwood_tempest

Portals, Emails & Other Channels

Agent not receiving email notifications, forwarded emails are not creating tickets!

Email notifications were working fine three days ago. Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc. I also can no longer forward an email to our help desk email to automatically create a ticket. My other agent is not having any of these problems whatsoever, everything is working completely normally for him. I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us. PLEASE HELP!

1 day ago

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