Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Ideas

How to extend IT service management success beyond IT

(Thu, 8 Jun, 15:00)

Community
Customer Experience
Freshdesk

Freshdesk

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

4,115 Topics
10,816 Replies

When you subscribe we will email you when there is a new topic in this category

4115 Topics

Most replies

Recently active Most views Newest first

MarkymarkApprentice

asked in Freshdesk

Group and filter reports/analytics by customer segments

Hi,We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment). Do you have any suggested workarounds? Thanks,Mark

1 year ago

PulkitApprentice

asked in Freshdesk

How to add a images

I want to create a custom blocks on homepage with images and title in it, can anybody help me how to add a images on that is there any way to upload a images on assets or anywhere on fresh desk help center Thanks

1 year ago

fmorassuttiApprentice

asked in Freshdesk

How can I change search input hover color under customer portal

I am trying to change background-color from search results list, but not able to identify which entry on CSS needs to be changed.Any help is much appreciated.

1 year ago

MagnusHApprentice

asked in Freshdesk

Google Sheets Integration with FreshDesk

Hi!We do have users with no MS office installed. We would like to get FreshDesk to open attached files in Google Sheets and Google Docs. Any idea how? Thanks

1 year ago

vsotoApprentice

asked in Freshdesk

Updated_since not returning older tickets

According to Freshdesk documentation, i can retrieve older tickets through the API using the updated_since parameter in the url query. My query have multiple parameters, and everyone is working besided adding updated_since. My query is: 'https://buk.freshdesk.com/api/v2/search/tickets?updated_since=2019-01-01T01:00:00Z?query="(type:Incidente OR type:Problema)"&page={}'.format(page) (The format(page) is to paginate through pages). If i remove updated_since, the query works perfect but it only retrieve the last 30 days tickets.

1 year ago

Steve CSkilled Expert

asked in Freshdesk

Password reset e-mail getting sent.

Hi all. Bit of an odd one (to me anyway), when we resign an agent (convert to contact > delete) the system is somehow picking up the password reset e-mail and sending it to the resigned agent. I can’t see where the system is picking up the reset e-mail to this, I don’t think it is part of the requester notifications in e-mail notifications. Wonder if anybody has any ideas please?{{portal_name}} password reset instructions Thanks Steve

1 year ago

jagandevApprentice

asked in Freshdesk

How to use bash scripts in backend

How to use bash scripts in backend for monitoring some services and I want get their results in freshstatus front end. Please suggest me

1 year ago

AnnayipApprentice

asked in Freshdesk

Cannot config to show subject when using Slack integration but just showing who created the ticket when replying a thread

When using Integration with Slack replying a thread, The push note in group will only show the first sentence of the ticket which is who created or who updated the ticket but I actually want to know related to the subject( The second line of the ticket) rather than whos created the ticket and know its hardcoded so cannot be configuration. I think it is really importance when replying a thread to the Slack group because if just showing who created or who updated the ticket as the subject, the team will never know what topic they are replying to but need to click in to check and reply. When there are few ticket show in one Slack group, it will be hard to manage and follow.

1 year ago

Jay ThomasApprentice

asked in Freshdesk

Group agents not notified of a CC's comments

Scenario: Someone creates a ticket and CC’s another. Problem: If/when the CC adds a comment before the ticket is assigned, NO ONE is notified of that comment.I’m told this isn’t a bug but expected behavior. If comment updates are one of the top reasons to send notifications, how is this still expected behavior?

1 year ago

john.cherianApprentice

asked in Freshdesk

Please do have a Check at ticket creation time to see the subject first and then unique message Id.

We can not keep on educating all our customers….. A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed. Please do have a Check at ticket creation time to see the subject first and then unique message Id. HUMBLE REQUEST as we lost many customers already!

1 year ago

sparker75Apprentice

asked in Freshdesk

cats585Apprentice

asked in Freshdesk

Freshstatus is showing an unsecure message

Whenever I go onto my freshstatus it says this site is unsecure and they might be trying to steal your information with the https:// crossed out

1 year ago

LawrenceApprentice

asked in Freshdesk

Preview is not working

Hello,When I access the portal preview and then update portal settings such as background color, the changes do not take effect until I reload the preview pageTo see the new modifications, I have to close the website and click on the preview again.When you're working on a portal and can't see the changes right away, it's incredibly annoying.Is it possible that the developers will be able to solve it?Thank you very much.

1 year ago

KabirApprentice

asked in Freshdesk

MS Exchange - Lookup Event not working when event does not exist

Hi Team,I am looking to integrate Fresh Service with MS Exchange.All the setup steps have been done, and using the Workflow automator, I was able to create an event on a calendar as part of a quick test.The “Lookup Event” also works, BUT only when the event already exists. If an event does not exist, the call does not return any response; in fact it just keeps running infinitely. Can you please help with this or let me know if there is anything I am doing incorrectly?Thanks,Kabir

1 year ago

Vishal SApprentice

asked in Freshdesk

FDK Validation Error

(node:1884) UnhandledPromiseRejectionWarning: TypeError: configuration.fastestFunction is not a function at sendMessage (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:134:29) at createClient (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:173:27) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-request\lib\index.js:16:14) at Module._compile (internal/modules/cjs/loader.js:999:30) at Object.Module._extensions..js (internal/modules/cjs/loader.js:1027:10) at Module.load (internal/modules/cjs/loader.js:863:32) at Function.Module._load (internal/modules/cjs/loader.js:708:14) at Module.require (internal/modules/cjs/loader.js:887:19) at require (internal/modules/cjs/helpers.js:74:18) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\lib\validations\manifest-dependency.js:4:21) at Module._compile (

1 year ago

ishaukeuropeApprentice

asked in Freshdesk

Indian language support - Support Portal

HiWe wish to make our support portal available in many Indian languages. Currently I don’t see any option to add Hindi, Tamil, Telugu languages to the portal. How does one go about it ?

1 year ago

mtillsApprentice

asked in Freshdesk

Disable CC on forwarded emails to create Ticket

Hello...I like the option to create a Ticket on behalf of the sender when I forward the email to my support account. However, I do not want to get the CC of that email send to me since it is redundant and then follows the ticket thread. Is there a way to NOT CC emails to me that I forward to my support email used to create tickets? thx

1 year ago

priyam.dasApprentice

asked in Freshdesk

Export Ticket -Close Time filter need to add in Customer view

Dear Team, Need to add Close Time filter in our Customer view. This is Agent View- We required Close time filter in below Customer view.

1 year ago

ando_da_pandoApprentice

asked in Freshdesk

Microsoft 365 integration always EST? And can it be a MS Teams?

My timezone is set to Pacific (PST) however when I use the Office 365 calendar integration to schedule tasks into my Outlook calendar, it’s in Eastern (EST) times. Like I send an invite for a 9:30AM meeting to a client and it comes up in Outlook as a 6:30AM meeting. Am I missing something? Also, we do everything in MS Teams, so can that be integrated into the scheduled tasks from Freshservice? Or do I have to add it after the invite was sent?

1 year ago

kentmorganApprentice

asked in Freshdesk

Referencing Referrer URL in a webhook

Is it possible to reference the referrer URL when configuring a webhook, and if so, how? I’m trying to use the advanced option to POST the referrer as part of the webhook body, not unlike this: ```{ “data”: { “referrer_url”: “{{ticket.what_goes_here}}” }}``` None of the placeholder options seem correct, but maybe it’s called something weird and I’m just missing it (I also can’t find anywhere I can see a sample of values, like you can in zappier for example).

1 year ago

Arvind RamamurtiCommunity Manager

published in Freshdesk

Launching #TipsTuesdays

We can't believe its almost the end of February, where is the time flying? We hope you’ve all had a good start to the year :)The community was built for us to share, learn and find product solutions and ofcourse make our work lives a whole lot easier. That's why we're super excited to be launching #TipsTuesdays - Freshdesk tips and tricks that would be very useful. The first edition is all about Ticketing workflow. Check it out below: #TipsTuesdaysWe'd love to hear from you- comment below if you found this useful and if there are any cool hacks you want to share! Also, let us know if you want to see tips on something specific.Watch this space for the next edition

660

1 year ago

Page 158 / 165

Badge winners

euichohas earned the badge Salud, Ideator
euichohas earned the badge Lightening (Mc)Learner
RAJESH GOPALANhas earned the badge Salud, Ideator
André Pönischhas earned the badge Salud, Ideator
PRShas earned the badge Lightening (Mc)Learner

Show all badges

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Referral URL

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.