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Slack channels are not showed in configuration

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of cho

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24 days ago

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martinj_ukApprentice

400 note limit (private & public) interactions

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the wo

2183

25 days ago

T.BelevskaTop Contributor ⭐

posted in Automations and Workflows

How to migrate scenario automations and canned responses to Freshdesk

To migrate scenario automations and canned responses to Freshdesk means moving your agent-triggered macros and saved reply templates into a new or consolidated instance without losing the logic and content behind them.The main challenge is preserving

470

28 days ago

gir-vmaApprentice

Strange line break added on send

When I copy from GoogleDocs and paste in Freshdesk, and hit Send, a line break is added (when I hit Send, not on paste).See examples attached: the line break is added only when i have bold letters inside the text.Use case: we prepare email templates

200

28 days ago

Ioana.brApprentice

asked in Portals, Emails & Other Channels

OoO autoreplay from Outlook to FreshService tickets

It is possible to have the OoO Autoreply emails logged on the tickets in case the requestor is out and we as agents sent an email waiting for his response? If yes what are the condition to work ?we received this response and not sure if do we have th

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gir-vmaApprentice

Strange line break added on send

When I copy from GoogleDocs and paste in Freshdesk, and hit Send, a line break is added (when I hit Send, not on paste).See examples attached: the line break is added only when i have bold letters inside the text.Use case: we prepare email templates

200

28 days ago

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biweteContributor

Which Push Traffic Network Gives the Best Value?

Hello everyone.I’m preparing to launch a few affiliate campaigns using push notification traffic and am comparing several advertising networks. My main concern is getting enough quality traffic to test offers without spending too much during the init

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Rename the 'Ask Freddy AI' button on the support portal

Rich DowneyActive Contributor

asked in AI & Bots

Is there a way to change rename this?

470

AI Agent not displaying knowledgebase info correctly

Rich DowneyActive Contributor

asked in AI & Bots

HI, Getting some weird results where it is not showing all the info correctly, but close.in our KB, we have a article explaining how to map a network drive, then another article showing a list of all the standard drive mappings. All the drive mapping

390

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halescaneApprentice

Handling timezone-sensitive customer workflows with external date-based tools

Hello everyone,I'm currently building a workflow where customers submit information through a web form and the data is later processed through automation rules and notifications.One challenge I've encountered is handling date- and time-sensitive inpu

370

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AlineCCApprentice

asked in Portals, Emails & Other Channels

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

1751

3 months ago

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

3142

6 months 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

2892

6 months 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

3232

6 months ago

Daniel BarrettApprentice