Unanswered questions

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I have not received any reply so far, and my issue remains unresolved.This is becoming quite frustrating as I need clarification on my invoice urgently for finance reconciliation purposes.Could anyone please advise:Is there another support channel or escalation path for billing issues? Is there a direct account manager or escalation email for urgent cases? Has anyone experienced faster resolution through a different Freshworks contact method?I would appreciate any guidance from the community or Freshworks staff on how to escalate this properly.Thank you.

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that contact after deactivation? Are there any best practices to ensure reporting and historical data remain unaffected? Is bulk deactivation possible? We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.Thank you in advance for your guidance.

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 metrics. What are the possible ways to resolve this? Thank you in advance

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?