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- 4,100 Topics
- 10,783 Replies
Same email address for a person as an agent and a contact
There are people in my organization that are agents but that can also send tickets in. If I have them specified as an agent, and then also try to give them a contact record, I receive: When I click on “View contact” it takes me to their agent record. It looks like in the past that my organization gave them other email addresses (either aliases or dummies that didn’t actually exist) but what is actually the best practice for doing this? Thanks!
BCC from my original email are not automatically added (carried over) on my replies
So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?
How to connect to a private API using a authorized domain
Hi everyone Hope you are doing well. I need your help for this issue: I need to connect to an API, this API is private and you can connect with the API using the authorize domain wich I provide to the owner of the API ( in this case the authorized domain is my instances of Freshdesk Omnichannel ). Now my question is: To connect with this private API i need to put the url domain of the API and the url of my instances in the whitelist domain to indicate that the request will be from my instance. Is that right ?Once again thank you so much for your help.Regards
Tuya & FreshDesk
Hi,I was wondering if there is any possibility to match, through an API or not, Tuya with FreshDesk. We want to centralize tickets coming from an app (using Tuya) in FreshDesk with the others tickets, coming from the website or social media ? What are the others possibilities that FreshDesk API can afford ? Thanks
Logging Solution Search Requests?
Is there a way to get a report of what people are searching for when searching solutions?We’re looking for a date/time stamped list of searches so we can understand what people are searching for. It would be great to also know how many articles showed up for the search so we can understand search success. This will help us curate and hone our guides to ensure we’re focusing on the right ones and to reduce overall ticket volume to our helpdesk.
Know more about
Hello, I´m a new user in freshdesk and I´m trying to understand if I can use the free option to manage my bussines. I need to link two emails accounts, whatsapp and instagram. And another question is if its possible to modify the email account for replies. Now is showing freshdesk domain not my email. Also how freshdesk is running with resends not with setup of server smtp, when we reply through freshdesk is impossible to know or to get this replies for example on mail mac or other mail app. Thanks
Agent Ticket email preferences
We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email. We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version? Many thanks. --- L
What are the best practices for optimizing ticket management in Freshdesk and how can they be implemented effectively?
The question I provided is a potential question that could be asked on the sub forum "Freshdesk" within the Freshworks community. It is asking for advice on how to best optimize ticket management in Freshdesk, which is a customer service software. The question is aimed at getting insights on the most effective ways to handle customer inquiries, issues, and requests through Freshdesk.By asking this question, community members who have experience with Freshdesk can share their tips and tricks for managing tickets efficiently and effectively. This can be beneficial for anyone who is new to using Freshdesk or looking to improve their current ticket management process.
anyone willing to help with API for uptime robot
Uptime robot allows website monitoring: https://uptimerobot.com/api It will send an email when a site is down and backup. I dealing I would like for it to create a ticket if down. then auto close the ticket if back up. I have tried to create rules to do this via email but I can't get it to work. I know nothing about API's and I am not a programmer. Putting this out there to see if anyone else is interested in helping develop this.
Chat from same computer / browser, different users
I am trying to integrate the freshdesk chat feature into our app. I am prepopulating the visitor name via FRESHCHAT_VISITORINFO. According to the freshdesk instructions this needs to be placed just before the freshDesk chat script. Unfortunately when this is run I do not yet have the logon information - ie the users name. If I set the name on FRESHCHAT_VISITORINFO once I do have it it seems like the freshDesk script has already run without that updated name. The chat box does not pick up that change and I'm just seeing the chat from the previous session. Is there a way to update the name and force freshDesk to refresh with that name?
Similar Email Addresses - Force to be different
Hi,We have a situation where some replies to tickets (via email) are required to be forwarded to a third party.Unfortunately, there are 2 companies we deal with and they both have very similar email addresses, and as the agents forward the ticket it autocompletes the email address, if not careful it can go to the wrong company.The emails firstname.lastname@example.org@xys.comIs there a way I can override the internally stored emails such that we can get the agents to type:abcretail orxysretail to bring up the addresses rather than the auto-complete email that the system picks?Does that make sense?
Anyone getting Http 400 when posted from Web application
Hi All,Not sure if it is the right place to post this message. I am stuck when automating ticket creation via my web application (Java / Jee / Spring). I am using httpComponents 4.3.4. I am getting http Status code as 400 when i try to create a ticket (Same code is working from when I run from test client its working). If anyone have a working java code of ticket creation via java web application, please post it to me
Top search query is not efficient/broken (wierd prioritize)
We have alot of company / contacts which contains alot of custom fields like City , Province , Integration, Manager etc...Here is the problem, the search of freshdesk prioritize the content over the name of the contact or company.For example, we have many companies which the custom field "CITY" is "DONNACONNA". But we do have many Companies NAME which also contains "DONNACONNA" like "DONNACONNA FORD" or "DONNACONNA TOYOTA".The search bring on the upfront all the company where city = donnaconna we don't even see on the first page the company NAME which contains donnaconna which is more important than the city itself. For us the search is completly inefficient because of this.
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