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- 4,110 Topics
- 10,803 Replies
Is there a way to get the full DOM so I can edit the html of specific dropdowns?
I want to edit the ticket page so that instead of a dropdown it is cards that users can click to submit specific types of ticket (linked to the built forms). I’m unfamiliar with the liquid language and anyways don’t know the internal schema of the database so can’t really use that language to attempt what I’m trying to do.
Automated reply not threading for customer
Hi!We want to be able to send an auto reply to a customer. We also want this reply to be threaded for the customer. Using the standard automated reply ”Reply to requester” does not work by design. So we tried to do a webhook automation with the reply API. The problem with this is that for customer that uses Outlook Windows application the reply is not threaded with the original request. It seems that the problem lies with what email client the customer uses. In Gmail the reply threads with the original request. Is there a way to solve our problem?
Render 2 Widgets on Same Page
Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.
Can you have user generated fields?
We have a business need that we were hoping FreshDesk would be able to resolve. We run a Learning Management System as a service. One of our services is to add courses and Instructor Led Trainings. Two of the components of an ILT are Sessions and Events. There is no set cap on how many sessions and events an ILT can have. An event, or more likely, events reside inside a session. So, in one ILT, you could have:2 Sessions each with 1 event5 Sessions each with 3 events50 Sessions each with 6 events.This goes on ad infinitum. We want to capture all new ILT requests (no matter how many sessions or events they have) with the least amount of fields possible. For example, a customer logs in, sees the form for requesting an ILT, types the number of sessions they want, that number of conditional fields automatically populates. Is this doable? I have no idea how to do this in fresh, or if it is even possible. You can accomplish this with survey tools, but we got a ticketing system to process requ
Multiple FreshDesk accounts for the same company
I currently have a FreshDesk account for our IT helpdesk. We are thinking about implementing Freshdesk for our Customer Service department. Instead of using the same FreshDesk account, I'd prefer to set up a new account. The reason is that the IT helpdesk is for internal employees (so other employees are the contacts) whereas Customer Service will deal with external customers. There will be different ticket fields and the Customer Service account would sync with our CRM system to get the companies and contacts. For these reasons, I'd like to keep them separate. The main concern is that both accounts will have support emails with the same domain name (email@example.com and firstname.lastname@example.org). This all seems to work OK so far except that when I set up the DKIM for the second account, it says that the domain is already verified with another account. Is that OK or will I run into problems?Thanks,Joe
Fetch FAQs from FD knowledge base on basis of some tag that can associated
Hi I was looking for if there is a way to achieve below two things Search faq articles from knowledge base with some filter in it . For example if i have multiple products whose FAQs are stored in the same account and i want to use the search API of FAQs using some filter that will only fetch FAQs with that particular filter ( I saw that Fresh-chat mobile SDK offers this as solution but does not have APIs associated with it) 2 . Use FD knowledge base similar to how FC knowledge base is created in SDK (with all the filtering capabilities that they have )
Secure the Freshdesk portal to staff only.
Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines. How to do this?
Automate a reply message to the WhatsApp users
Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.
Tickets are merging on their own
I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines). Freshdesk seems to merge those tickets automatically into one. As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off. Please Help.
Analytics - Stop automatic export of reports
Hey community,In analytics, is there a way to stop scheduled reports being sent to me? I set up a test report to be exported and sent to me on a certain frequency and now I don’t need it anymore.I might have actually deleted the report itself, but I’m still receiving copies of it. Many thanks,Toni
why doesn't sending a ticket to spam show in the "recent activities" list, just like deleting?
We like using the spam filter so we can add to blocked addresses. Hey, I see I can edit my QUESTIONS here… so why not have the edit option in the ideas section too, instead of the messy workaround of adding a new reply…..
Ticket Field Management for Agents
Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together. Thanks in advance.
Ticket Properties > Topic list will not stay in order that I specified
Hi,I realize this is a known issue but can someone please explain when this will be fixed? I have added topics over the years we have used FreshDesk and always kept them in alphabetical order. They are no longer in that order. Now they seem to be in the order they were added (but I’m not really sure that is what it is). It’s a pain when you are trying to work and having to scroll up and down trying to figure out where a particular topic is. All the other Ticket Properties seem to respect the order I put them into. Why doesn’t the Topic list? Thanks!Mia
Network Discovery Probe integration
My company recently implemented FreshDesk as our service desk of choice, I wasn’t part of the initial set-up but i’ve now been passed the job of supporting the service, including the use of the Network Discovery Probe for asset management.So far we have 330 devices showing inside the asset inventory section of the service desk however, there are 664 devices successfully scanned inside the FreshService Probe located on one of our servers and I cannot work out why those remaining 334 devices are not appearing in the online inventory.It is very selective in the devices it picks up, for example we have 10+ switches and only one of them is appearing in the online inventory even though the others have been successfully scanned (device name is recognised and scan returns successful). The same SNMP settings are mirrored across all these switches so to me it is a mystery why only 1 appears. Any help is appreciated!
Unable to open/download attachment from Freshdesk ticket
We have made a custom app for integrating Freshdesk and Zoho.We are creating issue in Zoho by passing ticket details and also file attachments url.We are facing some issues when opening those attachment files on Zoho side.File is not opening properly.We are using request package for sending files.Kindly guide us on this issue.
How to present on a map the physical location (customer address) of Freshdesk Tickets or Service Tasks ?
Hi,Is it possible - even using a 3rd party integration - to show the location of Tickets or Service Tasks on a map ? What is important that we want to see the location of several ticket sor service tasks on a common map at the same time.The scenario is the following.Our service team needs to plan visits to clients who have a faulty equipment.Creating an optimal route for the Field Technicians is much easier if we can see all the locations that require a visit on a map. We can pick a few of those that are close to each other. I have found that there is an existing integration for Freshworks with Mapsly.https://mapsly.com/integrations/freshworks/Can this integration be applied for Freshdesk as well ? Thank you if you share your experience or give an advice to this question!
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