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Contacts & Companies

Using Freshdesk

  • 39 Posts
  • 115 Replies
39 Posts
mcperr3
Apprentice
mcperr3Apprentice
asked in Contacts & Companies
Adding fields/columns to contacts view

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

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andersreve
Contributor
andersreveContributor
asked in Contacts & Companies
Business hours should be Company dependent, not Agent group dependent

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

122
andersreve
Contributor
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Top Contributor
MorourkeTop Contributor
posted in Contacts & Companies
Convert Agent to Collaborator or Collaborator to Agent

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

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Schoolkit
Apprentice
SchoolkitApprentice
asked in Contacts & Companies
Is it safe to delete all of the "@freshdesk" and "@freshworks" contacts in my Freshdesk contact list?

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?”I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again?Thanks in advance for any direction.Dave

447
Freelancers
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T
Apprentice
tkiraneApprentice
asked in Contacts & Companies
Associating company with specific portal

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

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Apprentice
Gabes
Apprentice
GabesApprentice
asked in Contacts & Companies
Using extisting customer accounts without password change or verification

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too.In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too.Does anyone have any ideas? Thanks,Gabor

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S
Apprentice
SOTAApprentice
asked in Contacts & Companies
Sync with outlook contacts does not work

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

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M
Apprentice
MatthewTApprentice
asked in Contacts & Companies
On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email.

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

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nick533
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Apprentice
Sarah HApprentice
asked in Contacts & Companies
Ability to Unmerge Contacts or Tickets

Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?

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MBraga
Top Contributor
MBragaTop Contributor
asked in Contacts & Companies
Freshdesk - Customer can view all company ticket

Hi,it is possible to set a customer can see the tickets of other customers associated with the same company?EG customer AA (Company XX’s director) can see his ticket and also customer’s BB ticket (same company) 

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simt2517
Community Debut
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Contacts & Companies
Bulk Delete Contacts

We have thousands of contacts setup who have never created a ticket with us.  In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

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karlnharrison
Contributor
karlnharrisonContributor
asked in Contacts & Companies
Freshdesk agent view of tickets customization question about contact details

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

1082
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R
Apprentice
RBS_SimonApprentice
asked in Contacts & Companies
Outlook contact sync Outlook contact sync - not working

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

304
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MilkaCQA
Apprentice
MilkaCQAApprentice
asked in Contacts & Companies
Hide custom fields in contacts

Hello!Please, I would like to hide certain custom fields in contacts, to certain agents. Maybe an app that allows me to perform this action, or how it can be done with roles, if they give me the configuration.I appreciate your help.

963
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mikefirstaid
Apprentice
mikefirstaidApprentice
asked in Contacts & Companies
New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

485
firacode
Community Debut
Tokylanc
Apprentice
TokylancApprentice
asked in Contacts & Companies
Freshdesk azure integration problem

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation.  But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

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satyam2711
Apprentice
satyam2711Apprentice
asked in Contacts & Companies
Why so many bugs in FD for contact & User Management

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

481
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Blair
Skilled Expert
BlairSkilled Expert
asked in Contacts & Companies
Customer name changes

What are people doing when you have a customer that is acquired or merges and starts going by a new name?  I’m finding there is no way to Edit existing names or merge with other companies, like you can for contacts.I would love to hear what other Freshdesk users are doing.

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HVA
Top Contributor
HVATop Contributor
asked in Contacts & Companies
Divide contact fields into sections

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

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Apprentice
TwazokApprentice
asked in Contacts & Companies
How do you Sync Azure users as contacts in Freshdesk

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them.  i cannot see anywhere in the settings that seems to support this - can anyone advise?

13223
alyssia.correa
Community Manager
Amel
Community Debut
AmelCommunity Debut
asked in Contacts & Companies
Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ? 

342
mahendarsingh
Community Manager
felipeha
Apprentice
felipehaApprentice
asked in Contacts & Companies
Limit tickets by customer

Hi, can I set a limit numer of tickets submitted by a specific customer?

1758
Yusuf Ahmed
Community Manager
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Contacts & Companies
How can I filter tickets using contact or company fields ?

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

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Kaley White
Contributor
Perry.gy
Apprentice
Perry.gyApprentice
asked in Contacts & Companies
assign several companies to one contact no longer possible ?

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

1121
vinothkumar.manoharan
Skilled Expert
equal.postost
Apprentice
equal.postostApprentice
asked in Contacts & Companies
How to fill Contact fields?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

1233
aravind.sundararajan
Skilled Expert

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