Freshdesk

Hi community,I am pleased to inform you that Bybrand now allows you to add multiple Freshdesk accounts. This can be helpful for support agencies, managers, or large corporations that use multiple installations on different domains.Integration easily centralizes email signature management for help desk agents. Example:To learn more, visit the Bybrand + Freshdesk integration here https://www.bybrand.io/integrations/freshdeskAll the best.

I am configuring a Freshdesk demo account which is needed for a demo tomorrow. I encountered this: “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” first thing in the morning.  Had a chat with customer specialist and open a ticket myself, but the problem still persisted. We have lost more than half a day of preparation already. What are your experiences? How long did it take Freshworks to resolve your problems when you faced similar problem? Shall I forget about what I have prepared so far and create another trial and redo everything? I have around 22 hours before the demo. 

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

Hello,I'm getting "429 - Too Many requests" errors when trying to consume the FreshDesk API.My plan is Growth. Can't I use the API?Thanks

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

Hello there,since a couple of months we are missing some translation of fields in the detailed helpdesk report.Instead of the real field description we get e.g. [missing “en.helpdesk…..” translation] or [missing “en.helpdesk_reports…..” translation].All of the report description are affected of this.Does anybody have an idea what is the cause and how to fix it?Thank youbrMartin

I am trying to use RestSharp to call the outbound_email endpoint.If I don’t include an attachment I am able to post to the end point successfully, however when I do include an attachment using the code below it fails. var client = new RestClient(outboundEmail); var request = new RestRequest("", Method.Post); request.AddHeader("Authorization", "Basic " + Convert.ToBase64String(Encoding.Default.GetBytes(apiKey + ":X"))); string attachmentFilePath = filePath; byte[] attachmentBytes = File.ReadAllBytes(attachmentFilePath); request.AddHeader("Accept", "application/json"); request.AddHeader("Content-Type", "multipart/form-data"); request.AddFile("attachments[]", attachmentBytes, file.pdf, "application/pdf"); request.AddParameter("email", myEmail); request.AddParameter("subject", subject); request.AddParameter("des

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

 Hi, I hope you are all well I have a scheduled download from Analytics section: And I am seeing that tickets update on Freshdesk, but in the download its sends it is not updated. This happens with automations. This is an example from ticket activity The system changes with an automation certain fields, but this changes do not appear in data export. Is there something I can do? ​​​​ 

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00.For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are.Can someone help me on how i can do this?  

There are three items under “what brings you here?”ASk a questionReport issueEnquire status How can I add: “Suggest an improvement” ?

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

Is this possible? Let’s say I have a client that creates a ticket by email. In this instance, it comes in from testco.com with subject of Server not accessible. Can there by a processing rule that could then append the subject of the email with the company name and change it to: Testco Server not accessible for the ticket? 

Hello!Need to ask how to get the historical revenues?We need to see the historical data (sales, revenue, etc) of each of our accounts.

We have occasional issues where a ticket created via email, is missing text.   Weirdly enough, the only time it happens, is when the text is copied/pasted from the McMaster-Carr Website.  ============For example, here is the text in the service account’s email.  Google Business Workspace or whatever Google is calling their business email these days.  This is the same text in the Freshdesk ticket: ===========================I opened up a support ticket, but the response was to have the original website change their HTML.  Unfortunately not an option.Has anyone else seen this or have a workaround?

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

Hi Everyone,I am making Serverless App with SMIs. I calling a third-party API using axios.post and setting the header toheaders: {          Authorization: `Basic ${base64Encode}`,          'Content-Type': 'application/x-www-form-urlencoded'}But when sending the request, axios is setting 'Content-type' to 'application/json'.Here is my code for calling the third-party API in server.js:let base64Encode = buffer.Buffer.from(data.iparams.client_id + ":" + data.iparams.client_secret).toString('base64');let accTknBody = {  grant_type: "urn:ietf:params:oauth:grant-type:jwt-bearer",  assertion: String(data.iparams.jwtToken)}let response = await axios.post(data.iparams.server_url + '/restapi/oauth/token', accTknBody, {  headers: {    Authorization: `Basic ${base64Encode}`,    'Content-Type': 'application/x-www-form-urlencoded'  }});Note: All the variables have correct values.Any help is appreciated.Thanks

Hi everyone, Have noticed the last few days that when a customer replies to a ticket the entire ticket thread is copied in on their reply making the ticket text difficult to navigate and find replies easily.It only seems to have begun this behaviour the last few days and we’ve not made any changes to settings.Anyone else getting this behaviour? It’s quite annoying for sure!ThanksRob

I wanted to know how I can related into reports a conversation that for example started through whats app and then bencame a ticket.I don’t see a way to relate conversation xx with ticket yy if the customer starts the conversation through wsp and then a ticket is being created by the agent that handled the conversation. No need to be able to se the times just want to know the relation of the tickets between fresh chat and fresh desk. thanks.

Hello, If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged. This is what i got from this forum:I’m new to freshservice so i hope this is possible

If I am using APIs to create and update users (contacts) on freshdesk, I have to call separate APIs to update the user and activate the user (through invitation link). Is there a way to add/update password of a user through API ?

Hi,I am making an app which runs in new ticket background. When I am trying to access the elements from the new ticket form, I am getting null value for the element as my app is in iframe and the elements I want to access are outside the iframe. Is there any way I can access the elements of the parent DOM inside an iframe without violating CORS policy?My HTML code is(app/views/newTicket.html):<!DOCTYPE html><html lang="en"><head>    <meta charset="UTF-8" />    <meta http-equiv="X-UA-Compatible" content="IE=edge" />    <meta name="viewport" content="width=device-width, initial-scale=1.0" />    <script src="{{{appclient}}}"></script>    <title>New Ticket Background</title></head><body>    <script src="./. ./scripts/newTicket.js"></script></body><script defer>    document.onreadystatechange = function () {        if (document.readyState === 'complete') init();    };    async function init() {  

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal →  Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<!-- Replace "Your Site" with your actual site name --><!-- Replace "Your Company" with your actual company name --><title>{{ meta.title }}</title&g

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious? 

As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590