Freshdesk

I am blown away that a company requires upgrading to a pro plan to be able to arrange columns! That is absolute BS! 

What could be the problem of a customer to not be able to see all his tickets in the portal?When he opens the ticket with a link, he can view the specific ticket, but on the section with tickets he is not able to see all his tickets, and it says that he doesnt have any tickets?Which is strange, somehow the tickets are not connected to his profile maybe, but he is the requester so I dont think that is the case.What could be the reason?

When submitting a ticket our Captcha section doesn’t change size. It starts off requesting a tick. If it goes to the click on the X pictures the captcha window stays the same size.Users have to scroll vertically and horizontally to view the pictures. How can I resolve this?

We have some custom logic that asks the Freshdesk agent if they want to create a ticket or not:function promptTicketHandling(callData) { if (_requestTicketCreation == "Yes") { setTimeout(function () { if (confirm("Do you want to save the ticket")) { createTicket(callData); } else { console.log("Ticket will not be saved."); } }, 1000); } else { createTicket(callData); }}But now when I run fdk run i get the following error:The local server could not be started due to the following issue(s):✖ app\EmbeddableApp.js::319: Unexpected confirm. We prefer not to use client.interface .trigger("showConfirm",because it has proved quite buggy, especially when the agent waits a while before pressing confirm. I have already tried replacing the method with window.confirm, but this unfortunately doesn't solve the error. Has anybody faced this specific issue before? How did you solve it? 

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

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

If you have a custom ticket field in Freshdesk, is it possible to expose and set that field when creating a ticket in Salesforce?  For example. a “Job” number or ID to be set on the ticket.  A Salesforce user could either set the custom ticket field manually or dynamically.

I would like to inquire if it’s possible to get an analytics report on the number of tickets that come through the different email addresses we have from our multiple products.

We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. .It was working until today, I double checked the settings and everything is turned on and agents are added.Is there something else I need to check, how do we correct this?

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

I am trying to create a Power Automate dashboard for our steering committee.  Part of the dashboard is to have them assign a priority to the ticket.  The problem is when I try to PUT the updated information in the ticket via an api call I am getting an error that doesn't make sense.  The message I am getting only happens when I try to run the API from Power Automate.  It is saying that the property ...email_config_id to be of type string but is type integer. First, I don't see that field in the ticket, and second, I am not editing that field.  When I try to run the api call via Postman everything works as it should.  What Am I Missing?Postman Config:Postman ParamsPostman BodyPower Platform Custom Connector Config: Power Automate Custom Connector ConfigurationPower Automate Error: Power Automate Error Message 

Is there a way to have out of office set agent availability? We use the app OOO but its not really a long term fix. We only use freshservice. 

I m trying to make a metric in Analytics where it shows me the incorrect created Prio Urgent Incidents.We have the impression that our customers creates Prio Urgent Incidents and we have to lower the Prio afterwards because it is not a proper Prio Urgent. My thoughts are to measure the Closed Prio Urgent Incidents and the number of Created Prio Urgent Incidents, pref in a visual but a table will do as well.I succeeded in the Closed Prio Urgent Incidents, but I cant figure out how to get the Created Prio Urgent Incidents. It seems to me that Analytics shows me only the current Priority of the Ticket not the Prio it had when the Ticket was created.  Any tips or suggestions? 

Some of our Yahoo recipients are not receiving our emails, there an ongoing issue on this? 

Hello,Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:Cust sends a request at 8:00 AM FridayAgent responds with a question changing the status to waiting on customer(a non counting SLA status).Agent is off Saturday and Sunday but there are other agents in the office so we are open.Cust responds on Saturday at 10:00 AMAgent responds back at 8:00 AM MondayDid the SLA timer run the whole time from Saturday to Monday?

In our use of the portal, we’ll allow every user an access to the tickets of his company (even if he didn’t create them himself). We work with client teams, with everyone having something to bring to the table: it’s important that they have acces to all tickets.In order to do so, there is a tick box in the contact details “Allow this contact to view all thys company’s tickets”. This is a painful process, to tick all this boxes. And when a new contact is created, it needs a manual action from ou part tohave an operational portal.So I suggest that there’s a dedicated setting in the Portal admin settings, that allow this behaviour to be the default one.

Hoping someone can help. We are a data centre company and have racks associated with customers.When customers want to visit their rack, they need to raise an access request (service request).The service request asks for the date and time of the visit, along with the customer details.The request notification is sent to the security desk to validate their entry upon arrival. Our customers are “contacts” which are assocated with the customers “company”. When a ticket is created, the customer doesn’t always know the racks (assets) associated with their account.I’d like to create a workflow that automatically searches for all the racks associated with that contacts company, and appends the rack ID to the ticket. I believe the process could be achieved by creating a webhook post that looks up assets, but am struggling to understand the API documentation. So in essence, the logic would be:Contact creates service request ticket in FreshWorks Workflow automator identifies the company associated

As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket. The auto-replies add no new information. How do I hide them? ThanksMat

Hi,   I’m working on custom metrics and looking for a way to get around the maximum 5 attributes in a formula. Wondering if anyone else has come across this issue, and if/how they were able to workaround it.I am trying to create a formula for the percentage of ticket surveys:% = (total rating/max possible survey score)*100However, the equation I created for total rating has 5 attributes based on the 5-star scoring (⭐*#surveys + ⭐⭐*#surveys + ⭐⭐⭐*#surveys + ⭐⭐⭐⭐*#surveys + ⭐⭐⭐⭐⭐*#surveys)Thanks,

Hi there,We have tickets that come in and the Agent Group is set to Training.  Training works it and then assigns it to one of several other Agent Groups.  Is there a way to show how many tickets that were at one point assigned to Training in a given time period?Thanks in advance.

Hi, Wondering if someone can help. I’m trying to report MoM CSAT in a graph displaying overall % for the month. Example:  This is wrong, though, as what Freshdesk is doing is diplaying the % of the total for positive over the 90 day/3 month period. Is there a way to natively display the data to show the CSAT result for the month in the way e.g. 90% Positive and 10% Negative?  Thanks, Emma

Hi all- I’ve found some topics on this already, but the answers aren’t working for me. I want to update this section of the login page:Instead of having “Are you a customer?”, I want it to read “Do you have a WUSTL Key?”This is what I have tried so far on the login page:<script>jQuery(document).ready(function(){jQuery('.customer-login-link span').text("Do you have a WUSTL Key")});</script> It hasn’t changed anything. Can anyone advise please?

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards 

All the different fields in Analytics are very confusing in we really could use a good complete manual explaining how to create custom reports and all the options and settings.

When a user attempts to create a new ticket -- the recaptcha images appear broken but are really just in too small of a div or table. See image below. This happening to anyone else? Anyone have a fix or ETA?