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Freshdesk

Freshdesk

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

4,105 Topics
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4105 Topics

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YossyApprentice

asked in Freshdesk

Vimeo links not working

I am having problem with my Vimeo link showing as a black square on my KB. I have tried adjusting privacy and domain settings on Vimeo but it still says “There is no video.”Is there something I have missed out ?

5 months ago

Zothaforb3Contributor

asked in Freshdesk

cwardContributor

asked in Freshdesk

Webhook Automation on Outbound Email

I want to create an automation that runs on ticket creation from an outbound email, anytime any agent creates a new email. So in FreshDesk they click [+]New --> New email. This sends an email but it also creates a closed ticket. I want the automation to trigger specifically for tickets created this way.I tried creating a workflow that runs when the ticket is created and the Source is outbound_email however this doesn't trigger when an email is sent. We run a webhook on ticket updates, however no matter what I try as settings I cannot get one to run on outbound email tickets.

5 months ago

SabineMaApprentice

asked in Freshdesk

pass language as parameter to freshdesk

Hi, we host a saas solution. There, the user can decide for the whole application in englisch or application in german. We do also use freshdesk and there, we do also have the pages in englisch and in german. What we now want is the following (imho obvious):When the user from our application opens a help page, the freshdesk page should be in the same language as the application (english or german). Easy would be to just pass the language as a parameter in the url. I did not find anything about this and ask for help here.RegardsSabine

1 month ago

vedkApprentice

asked in Freshdesk

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.

2 months ago

KotoApprentice

asked in Freshdesk

More than three tags on ticket list view?

Hi,we use tags a lot and it would be nice if the Freshdesk tickets list showed more than three tags at a time. Can this be configured somewhere?

3 months ago

jdanyowApprentice

asked in Freshdesk

How do I create an unassigned ticket via the API

Agent is not required when submitting a ticket:But I’m getting 400 Bad Request response status when attempting to create an unassigned ticket via the API:{ "description": "Validation failed", "errors": [ { "field": "responder_id", "message": "It should be a/an Positive Integer", "code": "invalid_value" } ]} This old post seems to confirm responder_id is not required: What am I doing wrong?

4 months ago

JulienMApprentice

asked in Freshdesk

prefill custom fields for tickets

Hi,I’ve created some custom fields for my ticket forms. I want to prefill some of these forms with generic informations but I can’t find how. Is it even possible ?thanks

4 months ago

KittyBApprentice

asked in Freshdesk

migrate CC on email to new ticket when splitting a ticket

When I split a ticket, I’d like the current CCs addresses (from the mail where the split is from) to also be in CC on the newly created ticket

6 days ago

belkisparadapacalApprentice

asked in Freshdesk

La respuesta a los tickets caen en correos no deseados al usuario

Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.

3 months ago

jrorizApprentice

asked in Freshdesk

form fields name are not translatid to portuguese

HiThe language of my portal is portuguese BR.Everything is ok, but the form fields are not translating.

4 months ago

maorpeApprentice

asked in Freshdesk

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

3 months ago

Anish KarthickContributor

asked in Freshdesk

Freshdesk product information

Freshdesk’s previous plan names were Blossom, Garden, Estate, and Forest.The plans have been renamed Free, Growth, Pro, and Enterprise.Please correct us if we are mistaken.In addition, we need to know how many applications can be linked to a Freshdesk account based on the above plans.

4 months ago

Sarah_BApprentice

asked in Freshdesk

I don't get notifications when users create tickets.

I don't get notifications when users create tickets.I have configured an email address in the email settings.

5 months ago

MariamPTop Contributor

asked in Freshdesk

schedule export tickets

is it possible with my plan (growth), to schedule an export of all tickets on a weekly basis? all fields, all tickets?I can see curated reports, however they don’t have the information i’d like.

2 months ago

AostApprentice

asked in Freshdesk

Freshdesk html footer - which plan?

Hi!I’d like to add a small HTML footer (or signature) to the end of all emails we send using Freshdesk. However I cannot find this feature. What plan do I need to be on in order to use it? Freshdesk is pretty much useless for us unless this works… The only way I found to use this was using an exeternal “html signature”-service through API, but it seems riddiculous to pay $20/person/mo for such a thing...

4 months ago

abhinav7723Apprentice

asked in Freshdesk

Freshdesk Customer Respond Query over reported cases

Hi Please help me to understand if we have any functionality to highlight the open tickets whenever any response received with customer on ticket. Current Scenario: Whenever we have responded to a ticket and customer is responding, its changing state with customer responded but that moment user asked manager for approval and it's not related to us for act but after few hours, manager approved but we didn’t get to know that there is an update on tickets due to large number of pending tickets in queue (approx. 70 tickets) hence would like to enable feature if possible to bold such tickets whenever a response sent by users.

5 months ago

BobbyBMoreSkilled Expert

asked in Freshdesk

FreshDesk or FreshService

Hi. Coming into a company using FreshService and then I was made aware of FreshDesk but not quite understanding what I should be using. We do not use change/release/project management. We DO use asset management. Asset management is not in FreshDesk, is that accurate? We do use and have plans to use Workflow Automator within Service heavily. I see that FreshDesk has something similar but is it a dumbed down version or the same? Are analytics the same? Not a fan of having some features in one but some in the other when really, one product seems to make the most sense and it looks like it is taking advantage of customers.

3 months ago

PalloydApprentice

asked in Freshdesk

Improve Solutions Text Editor

I have just started to use this and find it very basic in its functionality eg there is no format paste. Also just copying a document from Word looses a lot of the formatting and section numbering etc. which means a lot of work to add documents to the solutions portal.Is there any way a decent third party text editor can be used or as an alternative convert docs from Word correctly without requiring a lot of rework?

1 month ago

JCMLI1973Contributor

asked in Freshdesk

Tagging articles to particular ticket forms

Can you tag (associate) an article to a particular ticket form so this information is presented to customer on the particular ticket form page.

3 months ago

obsidianiconApprentice

asked in Freshdesk

How to update portal password reset page

Hey community, Hope you can help me theme my password reset page?I cannot see the option to in the portal theme settings and its not listed at https://support.freshdesk.com/en/support/solutions/articles/50000003754-understanding-themes-to-personalize-your-customer-portal-appearance Does this mean we cannot apply themes to password reset pages?

3 months ago

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