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Freshdesk

Freshdesk

Read, learn, and solve about our Support Desk product.

4,112 Topics
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Csaba9923Apprentice

asked in Freshdesk

How to add image to e-mail signature

Hello!I want to add our logo to our e-mail signature, but if I upload the image to imgur for example, and I paste the link to the Signature section, only an image icon will appear.How could I upload image to our e-mail signature correctly?Thanks,Csaba

2 months ago

AkshayKhot

asked in Freshdesk

For which plans in freshdesk enable stylesheet customization? I want to disable LOGIN and SIGN UP button on the portal

I want to disable LOGIN and SIGN UP button. PFB :

2 months ago

shawnhparker786Apprentice

asked in Freshdesk

How Do I Activate PeacockTV?

Stream 80,000+ hours of great entertainment, all in one place, Tons of Hit Shows & Originals; New & Hit Films; LIVE Sports & Events. $4.99/month. The paid version of this service, Peacock Premium, costs $4.99 per month or $49.99 per year and gives you access to a larger library of shows and movies, as well as original series and daily news, sports, and pop culture updates. An ad-free Peacock Premium subscription costs $9.99 per month or $99.99 per year, though NBC says that due to streaming rights, some Peacock channels, events, TV shows, and movies must have advertisements.peacocktv.com/tvpeacocktv.compeacocktv.com/activate

2 months ago

mcperr3Apprentice

asked in Freshdesk

hanneskolaSkilled Expert

asked in Freshdesk

Translating "Your Name" field in Help Widget

Hello all!First time messaging here.By default, Help Widgets have a field in them that is called “Your Name”. I need to translate this field label to another language (in this case, Finnish).However, I cannot find the field in either Ticket or Customer fields to rename it. Adding Finnish as a secondary language in the system did not update it in the widget either.Widget is used outside Freshdesk Portal.Any advice would be appriciated!

2 months ago

Amit.sApprentice

asked in Freshdesk

Creating an advanced article on the Knowledge base

Hello, When I create an article in our company’s Knowledge base, I need to customize it with code. I saw that there is a code view, but it seems that the HTML code I configure does not work as expected (I tested in a different environment and it worked). I am trying to code dropdown content buttons.Is it possible on Freshdesk system? If it does, what is the best way to do so? I want to have the option to click on a buttom with a subject, and that button will open a sub-article. I need several buttons inside one article. Thank you,Amit

2 months ago

ericequisolveApprentice

asked in Freshdesk

Add seconds to time data provided by API

he API docs indicate that /api/v2/time_entries only returns time in hh:mm format. This results in inaccurate data when added up over hundreds of entries. Please add a field with hh:mm:ss.

2 months ago

JDCQApprentice

asked in Freshdesk

Adjust description field size for customers

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

2 months ago

bennosgiosisApprentice

asked in Freshdesk

Resolve tickets from scenario

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

2 months ago

kaustavdmApprentice

asked in Freshdesk

Freshdesk REST API usage data

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

2 months ago

andrewcruzrApprentice

asked in Freshdesk

Could'n get tickets using per_page

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks

3 months ago

bbehrendtApprentice

asked in Freshdesk

Reopen on reply does not work in the free version?

I am struggling trying to figure out what is a bug, and what is just not available in the free version. The canned email for resolved tickets in the free version states that the ticket will reopen on reply. I tested this and it does not reopen the ticket. So, is that a bug or just something that is not available in the free version?

3 months ago

Louis004Apprentice

asked in Freshdesk

Freshdesk help widget add custom button

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?

3 months ago

michelcApprentice

asked in Freshdesk

PlaceHolders for Log Time field Feature request

Hi,I’m trying to have an email sent to the billing group that contains information for invoicing my customers. I was able to have an automated email containing placeholders for most of the info required, but I would need these 2 fields from the Logtime portion to be added in the email.Are you able to create a PlaceHolder for these fields? Thanks,

3 months ago

SiaApprentice

asked in Freshdesk

Microsoft 365 Shared Mailbox support

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

3 months ago

FabiokanashiroApprentice

asked in Freshdesk

Ticket reaberto X customer satisfaction surveys

A ticket has been resolved and the CSAT satisfaction survey has been submitted.Unfortunately, that same ticket was reopened by the agent.Will the survey be resent again? If so, will the second survey score invalidate the first?

3 months ago

ArnoldGContributor

asked in Freshdesk

Analytics data report by User Role

We are trying to run/create reports in analytics, that drill down to ‘user role’. Has anyone been able to accomplish this?

3 months ago

pedrolunardiTop Contributor

asked in Freshdesk

Data about the use of templates

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

3 months ago

Zothaforb3Contributor

asked in Freshdesk

How to expand my organization, with freshdesk services.

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

3 months ago

MandyJApprentice

asked in Freshdesk

Freshdesk App on phone

I’ve found that you don’t have the feature where you can select an agent or collaborator to tag in a note on the App. As you can’t do this, do you have to type in their email address and would this work or associate them with their agent role? Is this something that could be improved? My colleague also has issues when he receives a Freshdesk ticket notification viewed on his phone. If you try and access the ticket via the link, instead of taking you straight to it you are then prompted to login via the website rather than go to the ticket on the App – again is this something that could be improved?

3 months ago

DavideM

asked in Freshdesk

List all tickets merged in primary ticket

Is it possible (especially via APIs) to get one of the followingif a ticket is merged and to which ticket all the tickets that have been merged into the current ticket

3 months ago

sqladminApprentice

asked in Freshdesk

Merge tickets with partly same subject

Hi.I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data? Example: INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7 INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z Marko

3 months ago

OlyaContributor

asked in Freshdesk

Different subjects from requesters for one ticket

There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

3 months ago

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