Unanswered questions

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 set up an “Hourly Triggers” automation stating:If hours since waiting_on_customer is 48Actions: Send a reply via EmailIt turns out that the backend job that performs this is run once every hour. It will check if the status of the ticket is EXACTLY 48 hours for this to be true. So if it is 48.2 hours, it will not trigger this atuomation.Freshdesk support suggests a workaround, to add a greater than 48 hours and less than 50 hours condition, and in addition adding a custom ticket field to be tagged - so we dont risk mulitple emails going to the customer. I find it interesting that what is to me a basic use case of a ticket platform requires this approach. Wanted to see if anyone else has smarter ideas?

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 link- Using incognito mode- Copy/pasting the URL directly in the browserThe issue persists.Thanks

When I was testing out Freddy it would pull up “related” tickets but they were not relevant at all to the current ticket I was working on. When will this be improved?

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 when it is being sent to our helpdesk email it is being formatted with no CSS.How the email body when it is sent to a non-helpdesk email (my personal email):How the email body received by our helpdesk email:I’m kind of stuck if the issue is with my email body or is this being limited by the platform. 

Does anyone know when the next Houston meetup will be?

Hi,I realize this question is better posted to the FreshservicePS Slack channel, but I haven’t received a response in that forum so I’m trying my luck here.I’m using the FreshservicePS PowerShell module and have a question regarding the data retrieved with Get-FreshServiceTicket. I have a ticket that was created from a Service Catalog form, and when I view the SR in the WebUI the form data is visible but it is not retrieved with Get-FreshServiceTicket.How do I retrieve this data using powershell or via the API directly?Thanks!

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/ Thanks!

I’m trying to automate ticket assignments in Freshdesk, but I’ve noticed that some rules conflict and tickets end up unassigned or routed incorrectly.Has anyone found a reliable approach to prioritize automation rules to avoid conflicts? How do you usually test them before going live?

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 the automation which is incorrect.This is surely a basic automation feature?!

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 are still stuck.It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

Hi everyone,I’m exploring ways to automate ticket assignment in Freshdesk based on agent skills and workload. Currently, we’re manually assigning tickets, which is getting hectic as the team grows.Has anyone implemented a smart workflow or rule that balances tickets automatically? Any tips, tricks, or do’s and don’ts would be super helpful.

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? 

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 This works, but it’s very manual and time-consuming.My questions: Has anything changed recently that makes this easier or more automated? Is it possible to create a to-do or scheduled item directly from a ticket with a specific date/time? Is there any native Freshdesk integration that syncs ticket scheduling with Outlook or a calendar? If not natively supported, are there any recommended apps, integrations, or best-practice workflows (e.g., Power Automate, Freshdesk Automations, API-based solutions) to streamline this? Any insight, examples, or real-world setups would be appreciated.Thanks!

What causes the error?

Hello !When we receive an email from a sender that is not already in the “contact” list, it does not work:no ticket created no trace of the email no auto reply to the customer (aknowledgment)but when we manually add the contact , prior to sending an email, then the ticket is properly created.The documentation says that a customer should be automatically added as a contact thought.Any idea? 

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.