Freshdesk

I have two created two automation below:When a ticket is created, a generic automated email ‘with few FAQ’s which will address the customer concern’ is set to roll out - This one is working perfectly fine.  Business hours - During non-business hour to let the customer know about the working schedule, I have set an automation - This particular automation is not executing.    Holiday - This particular automation too, is not executing. 

How do I export all of the tabular data from a widget on a report export? 

How do I get analytics reports to refresh faster than the standard 45+ minute intervals? 

Can you confirm that we cannot use the field Description as an advanced filter to includes/contains keywords when building a custom report?

How can I get totals and subtotals into different reports? This is what I’m currently showing. I would like to have a subtotal and total  I recreated what I’m looking for in excel. Is it possible to format totals and subtotals in this way? I know I can make individual widgets that can hold these subtotals/totals, but without putting everything within one widget the spacing is off. I appreciate the help.

Hi, i setup a “Help-Center” by the Freshdesk Support Pages. I started to edit the template.The Help-Center is only FAQ, nothing else.Whats the fastest way to implement this Freshdesk Support Center into my website? CNAME: I know i can setup a subdomain and modify the CNAME Con: Editing the template is really hard. I want also the header and the footer from my website there. API: I know i can get the content from freshdesk via API. But i want to keep the search-bar and the “Was this article helpful?” question. Is this possible through the API? iFrame: This is very ugly but it should work. Do you think so? Do someone knows a better solution?What would you do in my situation? Thanks in advance.

Hello,  Our team has been looking to make use of ‘Change’ ticket’ (https://support.freshservice.com/en/support/solutions/articles/50000001761-requesting-changes).  From what we checked on the Portal page, it seems only Requesters are able to submit a Change ticket. Is there a way to allow Agents user to also use the form to submit or could someone please confirm if it’s only available for Requesters user?   Thank you 

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.

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.  

Hi, we are using Freshdesk connected to our GoogleMail-Support-Adress.This was working for 2 years without any problem - just today we got confirmation that there is no server connection. When loggin in to Freshdesk we can connect (and also reconnect) to google drive.But when saving we got the message that there is an error with authentification on SMTP-Server - but we did not connect via SMTP, we connected directly via Google-Login.Whats the problem?! Thanks in advance!

I am completely new to creating or customising the portals , can anyone help.I have never written HTML / CSS in my life.I want to remove the welcome and sign up section on the headers, can this be done? 

I have an automation that it has been working great, I added an action to the end of the actions already in the automation to trigger a webhok. The first action is happening correctly, the second action is not, is there a log to see why is this happening?

How do I integrate Freshdesk with our company phone system, Nextiva?

Hi all- hoping someone can help me set up a report that I want to schedule out to my agents. Can I configure a report to return all tickets that have been in a certain status (or any of 3 statuses) for a certain period of time? For instance, I want to schedule a report to email the assigned agent a list of tickets that have been “waiting on customer” for 5 or more days at the time the report runs. I know I could set up a notification using time triggers, but I feel like the individual emails are more likely to be overlooked and would like to provide a more concise list once a week or so. I appreciate any help!

Happy anniversary!It is now 10 years since it has been reported that time format has no setting, and times are still displayed as AM/PM in Freshdesk.Only the date format can be changed.Localization has always been weak and it has not improved since I am a customer.Looking for another solution for my call/support center.https://support.freshdesk.com/support/discussions/topics/746/page/2?url_locale=

I am looking to understand how if a customer sends and email how do they set the prioroty/urgency of the ticket?

Is there a way to prevent agents from removing themselves from auto ticket assignment? We are having issues with this which is causing uneven ticket distribution to our groups.If its not possible is there a way to bypass their do not auto assign status in another way?Does anyone else have this issue? 

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?

We have had several instances where the customer misspelled their email address, and consequently did not receive any response from us when we responded to the ticket. We get an “undelivered” notice when this happens. We do not want our customers to think we’re not replying to their questions. Is it possible to implement a second, "confirmation" field for the email value, to help mitigate this issue?

Hello, I’d like to enable our distribution and service partners through Freshdesk rather than having a independent LMS. How is it possible ? Including videos in articles is not for me a sustainable way to track and measure enablements of partners. I’d like our partners to use the Freshdesk portal login, then find a section where they see the different certification programs, built on videos and a certification test at the end. Ideally something like Freshwork academy but in the Freshdesk portal , connected seamlessly and transparently with it.I am not sure if Freshdesk offers this today, has already an integration built for this or if it requires a customisation to connect a third party LMS app.

Hi - We just recently moved to Freshworks and I have been made Admin. We have 2 companies under the one organization. For some reason, tickets that are being created in our support portal are not coming through to our Dashboard. Not sure if there is something im doing wrong or if there is additional configuration required. Please advise. Thanks

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

Hello, We are busy with the implementation of Freshservice, we have a lot of external parties who are mailing our helpdesk as well.  For example; our mail domain is @google.com (Just and example), so our helpdesk mailbox is: helpdesk@google.com. if an external sends us a email to helpdesk@google.com the mail is not imported. So Johndoe@yahoo.com sends a mail to helpdesk@google.com we receive the mail in our inbox but not in fresh / the helpdesk queue.  Is it possible to import external mails somehow?  Mike.

Hello, I don’t see any option to group analytics by company for survey results.Is this possible ? Thanks