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AndiWCommunity Debut

API and Webhooks

Freshdesk API performance optimation

Hello,I use the freshdesk API to synchronize contacts and companies with our internal systems.Therefore i have to read all 23.000 contacts, which takes a lot of time. Using pagesize=100 single threaded it takes over 20 minutes. With parallelization using 50 parallel threads, it only takes 10 minutes to get all of them. Now I have two questions:What is the best configuration for parallelization in this context?And is it possible to reduce the data volume by only getting the needed fields (I tested the ?fields parameter, but it doesn’t work)?Many thanksAndiW

kohudafApprentice

Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

LiamRApprentice

Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

anupama.phalCommunity Manager

💡 This week on Freddy Fridays: The Impact of Freddy Copilot on Freshworks ITFreddy Fridays

Hey There!Did you know the Freshworks IT service desk saw a decrease in average resolution time by 32% with Freddy Copilot?🤔 What is Freddy Copilot?It’s our GenAI powered assistant for agents, designed to streamline workflows and enable more efficient task handling.🤔 How did Freddy Copilot impact the performance of Freshworks IT ?🎯 Enhanced written communication🎯 Efficient ticket handling🎯 Improved resolution context🎯 Faster, contextual responsesAnd more!🌟 Would you like to learn how Freddy Copilot transformed our IT team? Watch this in-demand webinar!🚀 It's time for you to join the AI Revolution! Sign up for a demo today and see Freddy Copilot in action!CheersAnupama Phal

That_Doug_GuyApprentice

Major Incident Management

Integration with OnSolve Alerting

Good afternoon, I wanted to reach out and see if anyone has integrated their Freshservices platform with OnSolve? OnSolve is a tool that we utilize for Disaster Recovery. We also utilize the tool along with our Major Incident Management process for sending SMS and Phone calls. Today it is a separate step in the process and I’d like to eliminate the extra step by integrating the two systems together. However, I am not sure where to start? Or even if this can be done? If you do not use the OnSolve product, are you using Twilio or a different software for notifications to groups of people via SMS and Phone call and are integrated with Fresh? Thanks!

Sai SwasthikaApprentice

Freshdesk – London User Network

Elevating Agent Performance and Productivity with Freddy Co-pilot

Hello Freshworks Community!Freshworks Academy is thrilled to present exclusive hands-on workshops at Refresh 2024: London, on Thursday, 3rd October 2024! Discover how Freddy Copilot can elevate your support team’s performance and productivity with AI-driven tools, interactive demos, and expert guidance.What’s in it for you?📈 Learn how Freddy Copilot manages increased customer inquiries efficiently without expanding your team. ⚡ Implement intelligent suggestions to draft faster replies and improve response times. 🛠️Use AI-powered suggestions to streamline ticket processing and assign field values accurately. 📝 Participate in interactive demos and activities for real-world application. 🌐 Receive a certification highlighting your expertise in Freddy Copilot. Don’t miss out on this opportunity to upskill, network, and earn a certification! Register below for the session:

Sai SwasthikaApprentice

Freshservice – London User Network

Maximize Productivity and Service Quality with Freddy Copilot

Hello Freshworks Community! Join Freshworks Academy at Refresh 2024: London on October 3rd for an exclusive workshop designed to transform your agent experience. Discover how Freddy Copilot can enhance service quality and boost agent productivity with AI-driven solutions. What’s in it for you?🤖Use AI tools like Writing Assistant and Reply Suggester to handle repetitive tasks faster. 📋Standardize ticket responses, summaries, and attach help articles automatically. ⚙️Leverage AI suggestions to streamline processes and improve efficiency. 🛠️Gain hands-on experience through interactive demos and quizzes. 🌐Earn recognition for your skills with a certification in Freddy Copilot. Don’t miss out on this opportunity to upskill, network, and earn a certification! Register below:

jbobbermenCommunity Debut

Chat popup on page load

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:

subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - August 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bots bugs New Features and Enhancements All features and enhancements below will be available to all customers from August 31, 2024. Enhancements to the bot builder (Freddy Self Service)Sort through bots, search conversions within versions, and ensure private dialogs do not impact conversations.More details here. Retrain page enhancements (Freddy Self Service)Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions.More details here. Automerge of contactsAutomerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change. Upcoming Features and Enhancements All features and enhancements below are coming soon to customers. Automated Agent Handoff (Freddy Self Service)Chatbots will soon transfer conversati

misonCommunity Debut

When are getting Freddy - Conversational AI

Hi - When will we get this style of Freddy - AI conversational - i saw it at SITS, but we do not see Freddy like this.

AndiWCommunity Debut

API and Webhooks

Freshdesk API performance optimation

Hello,I use the freshdesk API to synchronize contacts and companies with our internal systems.Therefore i have to read all 23.000 contacts, which takes a lot of time. Using pagesize=100 single threaded it takes over 20 minutes. With parallelization using 50 parallel threads, it only takes 10 minutes to get all of them. Now I have two questions:What is the best configuration for parallelization in this context?And is it possible to reduce the data volume by only getting the needed fields (I tested the ?fields parameter, but it doesn’t work)?Many thanksAndiW

LiamRApprentice

Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

misonCommunity Debut

When are getting Freddy - Conversational AI

Hi - When will we get this style of Freddy - AI conversational - i saw it at SITS, but we do not see Freddy like this.

NkubanaCommunity Debut

Adding Icons to my Solution Articles.

I was wondering if there is a way to add icons to my Freshdesk solution articles to give it a more engaging look.

RobCrossHMSkilled Expert

Automations and Workflows

Agent Allocation

I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this... Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned

bsmietanaApprentice

API and Webhooks

Custom fields in API

Hi all,Is it possible to pass nested objects as contact’s custom fields to Freshdesk API?An example object would look as follows:(simplified POST request to /api/v2/contacts){ “body”: { “name”: “test name”, “unique_external_id”: “test_uuid”, “custom_fields”: { “objects”: [ “object_1_id”: { “id”: “object_1_id”, “name”: “test name 1” }, “object_2_id”: { “id”: “object_2_id”, “name”: “test name 2” }, ] } }} Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?

Daniel SöderlundSkilled Expert

Set Status as Open on Specific Date/Time

Hello, I have requests from customers to be able change status at a given time. They want to add a date field to the forms and when an agenten sets specific date and time the ticket should set on pending and be reopened on that date and time. If the time node would have had input field where we could use a placeholder from the form and not just hard set. Seen post about this but couldn’t find them.

KingKENApprentice

API and Webhooks

Horrible Freshdesk APIs to retrieve past tickets

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

klingirlingApprentice

Automations and Workflows

Getting an access denied for rest api. Anyone have any idea? I have admin access.

CharlburyApprentice

Getting Started

Account service about to be "interrupted" for wrong number of agents

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.

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