Freshdesk

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 

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier.  I have setup SSO in both and the authentication works fine.  On the FreshService instance sign-on page I get a button “Sign in with SSO”.  I don’t get the “Sign in with SSO” on the Freshdesk instance.  How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page 

Tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same.

We are trying to make an API hit from Freshdesk to 3rd party application which requires oAuth access to be passed in body params and client id client secret will be passed in authorisation headers. Is there any way to send the oAuth access token in the body params 

When trying to create an Issue from a new ticket using the 'Create a new issue' link in the Jira tab on a Freshdesk ticket. I see a list of users from Jira. But I'm unable to select any.The only option that will allow to be selected is 'unassigned'. I've tried with multiple projects in Jira and they all behave the same. I can't select any users from the listOnly Unassigned is selectableWhen selecting any other users it just reverts to -- and I'm unable to create ticket

Another theme from Taaza Themes 😀 Click here to preview this theme. The Waffles FreshTheme offers simple and modern layout. Articles are mostly displayed in expandable/collapsible format which is ideal if you have long list of articles. Users can browse the articles on the solution pages and folders pages. The six custom blocks on the homepage can be hidden or linked to any URLs.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links. Custom blocks – These blocks are great to highlight key information on the portal homepage. Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on the portal homepage. Sample Designs - Check ou

See our demo portal.Introducing Quinoa theme for Freshdesk, it features a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs, category blocks, video blocks and many more. This theme is loaded with great and useful features. Please keep reading to learn the details :)Theme Features Hero Section - Showcase your Help Center with a hero image or video that represents your brand. Change the hero image height and opacity through the theme settings. Customizable - You can brand the theme with minimal coding efforts. Most of the colors, fonts, icons, and images can be updated via variables in the theme file. Video Blocks  - Highlight your Youtube videos or articles with videos on the homepage.     Support Channels - Let your customer reach out via support channels they're comfortable with such as Whatsapp, Skype, Messenger, Telegram, or email.     Multi-language - Built for global companies serving different languages. This theme s

First time poster - I tried searching for this first, but no luck. We want to generate a Daily Summary Email of all Open Tickets, rather than email every argent every time a ticket is created?  I tried setting up a Time Based rule, but that’s still a ‘per ticket’ email and not a summary of multiple tickets? Hope this is an easy ask for someone in the community.Forrest

Recently trying to create articles with the existing “User Guide” template. I happen to struggle with the font color of anchor links. They look okay with the Editor as the anchor links are colored blue. Editor screenHowever, when I move to the preview screen few of the anchor links seem Black, just  like a normal text. I force change the text color to Blue, but to no help. Is it just me who faces this problem?Preview Screen 

When i try to delete Atlassian JIRA Legacy from our freshdesk, recive error 500

Hi, Is there any way to create reports/Dashboards for the forum section?Basically I want to see the number of interactions, visits, users ect. Thanks, Bilel

Hi, I’m trying freshdesk and trying to implement it at our company. I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent. Will this create a new ticket everytime the support email is CCed? Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?

Hi,I would like to understand the process for escalating product defects/issues.I am trying to integrate Freshsales and Freshdesk and face a lot of challenges with the sync & integration capabilities. Its been more than a month since I reported the issue and the support team haven't been able to provide a proper resolution yet.Can somebody let me know what is the escalation matrix ? Any contact information - email, phone numbers would be of help. Thanks for the support.

Hello, Sorry for my english, i will tried to explain to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this? 

Dear Team,Is there any way we can fire a new email from google sheet? Like, in the google sheets there are different fields - to email, subject, content..Then clicking a button (or something like that), email will be fired to the recipient and a ticket will be created (may or may not reflect back on the Google sheet).There is an application/Google Sheet addon, called Mail Merge. But that shoots emails directly from the gmail id. So that does not create a ticket number. I want to have the ticket number generated.Looking forward to your help. Regards,Amitav 

Hello,     I’m having quite the trouble setting up Freshdesk and am doing so in an attempt to set up our company’s first IT Helpdesk and general Kbase solution.  I believe Freshdesk offers everything I need, but if I can’t get this figured out soon I will have to find a different solution.  I’m hoping this Topic post gets a fast response.    I have a custom domain for Freshworks SSO w/ Okta.  This works, without issue.  I also have a custom domain portal for my contacts (employees) to use.  When I create a Freshworks custom policy for SSO, so that my contacts can authenticate with Okta via the Custom Domain Freshdesk Portal, it asks me to select from a list of services - of which it refers to the original Freshdesk Support Desk domain name (not the custom Portal name - I suspect this is only referring to the account and not an issue).  Thus the problems begin: From Okta SSO: I click the new tile for Freshdesk, expecting to land on the Portal, and it takes me to a page at my Freshworks

I want to host knowledge base for my users on my website using freshdesk. But i want this knowledge base to be accessible only if the user is logged in to my website. if he has not logged in then he should not be able to see the knowledge base. how do i implement this?

Hello,   When i want to forward a ticket to an other person, i click on the button “Forward”.But nothing is sent.The parameters are good for IMAP in and out, we receive notifications ans when we click on Reply, all is good.This option does not work :And this option :  

Hi everyone, just wanted to another new theme for Freshdesk.Click here to preview this theme. The Bagel Freshtheme is optimized to showcase your Support Portal. It features customizable header, custom blocks, side navigation, table of contents, and footer. The hero image blends in nicely to the rest of the page design – offering simplicity and balance layout. As with our other themes, the Bagel Frestheme comes with six custom blocks to highlight key information on the homepage. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links.Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well.Custom blocks – These blocks are great to highlight key information on the portal homepage.Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on the portal homepage.Sample Designs - Check out some sampl

Hey, Does anyone have an up to date list of free themes for Freshdesk Portal? I’ve found one thread but the links don’t seem to work so could do with an updated list Thanks 

Dear Freshdesk Team,We are interested in white labeling options for Freshdesk. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Freshdesk branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,

I am using the FreshDesk API to feed my customers ticket information.  When I create a reply for a customer, I set the user_id of the reply to that of my customer, which I had previously created a contact for. Now I want to display the ticket and all the replies to that ticket.  I request a conversation from a ticket using /tickets/[id]/conversations it responds with an array of replies, as expected.  In each reply in that array I get user_id of the contact that created that reply, however I dont get any extended information like name and email.  I want to be able to display the name and email of the person who created that reply in my list of replies to the ticket. My workaround right now is that I have to make a call to retrieve a list of all contacts, retrieve a list of all agents, and then retrieve the conversation, and manually map the user_id to a name and email.  This is very inefficient. Is there any way to get extended information about the creator of a reply in the conversati

We get automated emails from our payroll system to deactivate a user when they leave the company.  In most cases, this needs to occur on a future date, as the employee may have given a two week notice.  I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”.  How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

We need 'Ticket Update' event to be triggered when updating the custom field update. We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API.Kindly help us on this.  

When we forward an E-Mail within the threads there is no signature. But if i reply on a ticket there is one. Is there a way to set this