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Hello,Wondering if it’s possible to add if/then logic to our Agent Reply Template, so that it shows the Internal Ticket link if the Requester email includes our domain, and External Ticket link if email does not include our domain?Example scenario:“To reply or see the current Status of your ticket, please visit one of our support portal options below:”*TICKET LINK PLACEHOLDER*
Hi all,We have a difference in domain login and used by field on the asset, which we discover through the agent. We use the domain sync of the fresh service probe from the accounts. Now the automatic asset mapping does not work.We've added the AD sAMAaccount as custom field on the profile, which is now visible based on the custom mapping We would like the update the asset, based on a match between the new custom field and last login field on the asset. With that match we would like to update the used by field and department fieldAny ideas how to build this in the automation?
Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!
I wanted to check in about an issue we've run into that impacts our ability to send/receive responses for tickets if it goes unnoticed or unaddressed. Essentially we had a ticket in which the requester copied in another email alias for a 3rd party vendor that was also using a ticketing system with an automated instant generic reply ("We'll review your request within X days and get back to you..." etc.). It then triggered our FreshService instance to then also send our canned auto reply and create this ongoing feedback loop of the systems going back and forth sending the same generic message to each other (screenshots attached). Right now we do have a workflow automation in place to keep this from happening and have since added this specific alias to it. My thought is that though we do have our workflow automation, we can't necessarily control for the variable if a requestor is copying in a new alias that may also have an auto response, only address it reactively as it happens and comes
In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months, I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?
does anyone know if I can automatically Set change request as closed once a service request is closed?
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Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters.Thanks.
Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team
Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.
When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.
In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.
Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.
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