Freshworks Community | Freshworks Community

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

2273

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 There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured.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

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

462

3 days ago

unpluggedukApprentice

Ticketing & Agent Productivity

Changing the Automated Reply

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname? Every agent we have the first thing they do is have to edit the first line.

100

7 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

762

11 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

562

14 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

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S

23 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

652

24 days ago

robertocestina_personalApprentice

Getting Started

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

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!

491

24 days ago

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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.

43022

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

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

462

3 days ago

unpluggedukApprentice

Ticketing & Agent Productivity

Changing the Automated Reply

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname? Every agent we have the first thing they do is have to edit the first line.

100

7 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

762

11 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

562

14 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

652

24 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

260

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?

340

A

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

952

Gravity Forms Freshsales Integration Premium Add-onNew Idea

Using Freshdesk

CX and Customer Support

Getting Started

71 topics

AI & Bots

17 topics

Knowledge Base

76 topics

Automations and Workflows

365 topics

Ticketing & Agent Productivity

293 topics

Portals, Emails & Other Channels

378 topics

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Grace0409Apprentice

Seamlessly Connect Gravity Forms with Freshsales CRMIf you're using Gravity Forms and need a streamlined way to manage leads in Freshsales, the Gravity Forms Freshsales Integration Premium Add-on is the ideal solution. This powerful add-on allows you

2

221

20 minutes ago

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jitesh.comApprentice

Let users play a mini-game while they wait for an agent to replyClosed for Voting

Instant response time is something all of us strive for, but that is very difficult to meet when interacting with human agents. As a chat queue increases, the response time increases and our customers start seeing messages like "Replying in under 2 m

1

12512

4 hours ago

R

RobinHenSkilled Expert

Prevent Offboarding Requests from Auto-Closing Upon User DeactivationNew Idea

The Use Case:I have set up an offboarding journey for users leaving our company. This journey includes tasks that need to be completed before the user leaves, as well as tasks that must be executed after their departure date. By default, it makes the

1

larissa.eirichApprentice

Freshservice Collaborator / Ticketsharing / Cc functionNew Idea

Hi there,I'd like to propose a feature enhancement regarding ticket sharing and access permissions.Currently, when a ticket is shared—whether via CC or via ticket sharing option —the recipient does not automatically gain access to the ticket unless e

7

572

1 day ago

loveshe

Allow Agent Groups to be set as CAB Attendees in a CAB MeetingNew Idea

Right now, it appears that only individuals or CABs can be selected in the Attendees field in a CAB Meeting. Can you allow Agent Groups to also be selected in the Attendees field on the CAB Meeting form?

1

50

Title: Allow bulk entry of multiple email addresses in Automation rule conditionsNew Idea

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HelpDeskHeroApprentice

When setting up Automation rules in Freshdesk, adding multiple email addresses is more tedious than it should be.Right now, if you want to match against a list of specific users, you have to type or paste each email address one at a time as separate

1

HelpDeskHeroApprentice

Allow export and import of Automation rules (Dispatcher, Observer, Supervisor)New Idea

Right now there’s no easy way to export or import Automation rules in Freshdesk, which makes managing them over time harder than it needs to be.If you’re working with a lot of rules, even small changes can turn into a lot of manual effort. There’s al

1

60

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Employee Onboarding - Form FieldsIn progress : Included in Product Roadmap

Peter HeltoTop Contributor ⭐

The employee onboarding captures all data from the onboarding submission into text data. This makes functionality in other parts of FreshService not work correct. For example This text data does not flow into the mobile app because the mobile app on

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