Freshdesk

A customer facing note - a reply/forward should definitely reopen the ticket. However, our private notes that we leave for ourselves, are very annoying when they reopen the ticket. Is there a way to disable this feature, without interrupting the public note that needs to reopen the ticket?

This is the last of the 3-part Agent Roundtable series for 2022, and we are excited to be ending with a bang!   Calling all agents who are good team members in this remote work world and who help to foster a better team environment of positivity, support, and knowledge-sharing. Here’s the recording  Join us to  Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community  

Hi, everyonefirst of all, sorry for my bad english and sorry in case the question has already been asked. I don't know how that means what I'm looking for, so I'll just call it a follow up ticket. I have the type offer in my tickets. if a customer requests an offer, we create a ticket and the ticket remains open until the customer has decided on the offer. if he refuses, the ticket is closed and everything is ok. But if he agrees, I don't know what the best solution is. it's mostly about hardware and a service. From my point of view, I should close the first ticket with the offer and create a second ticket for the installation. is there a way to automate this? that the ticket is closed, but another ticket is created from the closed ticket? or is it better to keep the open ticket and change the type of offer on order? I just think that the evaluation of the tickets will then be somewhat falsified.

Hello - I have around 15x groups in my Freshdesk instance. One of these groups has created an automation that issues a custom email notification on creation of a new ticket. They’d also like to create a 2nd rule that assigns a ticket to a particular agent, if a keyword is included in the title. BUT… it seems that whichever rule comes first in the queue, stops the next rule from working. How can we build multiple automations for a single group?Thanks,Alastair

My company provides technology solutions to external clients.  Sometimes we have a channel partner who resells our services to their end users. We have found the multiple portals option to be very handy so we can brand ourselves as our channel partner when their customers open a case in our portal.  Question: is there a way to do the same thing with email signatures - where the signature on our agents’ outgoing email responses will match the branding of the portal that the client is coming in through?

Bridge Red theme for Freshdesk This template is fully compatible with Freshdesk and is easy to brand and customize.Bridge Red is a powerful and versatile Freshdesk template that is easy to modify. The search bar is always in the header, and your customers can find it fast and easily if they can’t solve their problems with self-service articles. Bridge Red offers additional functionality that is provided in the default Freshdesk theme: Inner pages with a unique design for great UX. Variety of homepage layouts: custom blocks, a category list, a category tree, and recent articles. Formatting components to make your articles easier to read. Do-it-yourself Freshdesk branding and customization with HTML and CSS. Recommendations, after-purchase support, and additional services like advanced branding and customization from Freshdesk experts to save your time. Homepage in the Bridge Red theme for Freshdesk Formatting components in articlesEasy-to-use formatting components are a step for

Hi,I was wondering if there is any possibility to match, through an API or not, Tuya with FreshDesk. We want to centralize tickets coming from an app (using Tuya) in FreshDesk with the others tickets, coming from the website or social media ? What are the others possibilities that FreshDesk API can afford ?  Thanks

I reached out to support about this and was told to post this as an idea, however I found that this was already flagged 5 years ago as a bug - and treated as such. Yet this is still an issue in 2022.  Despite having an automation that marks a ticket as spam based on criteria (e.g description contains “unsubscribe”), the “Support Desk” iOS app continues to send push notifications for every single ticket. We find push notifications for real tickets absolutely vital, so we want to keep them on. We just don’t want to be bombarded with every single spam ticket that comes in. Surely this is a bug? Was it actually fixed 5 years ago? I'd appreciate a real answer from someone. Thanks.

Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel 

Hi, I was on a call with our new account manager and she pointed me in the direction of this app: Steps From how she explained it, it was exactly what i was looking for after years of wishing FreshDesk had that functionality.. so I was over the moon. Only to realise, the app is now deprecated and doesn’t install! The developer email just bounces too so its been completely discontinued  Is there anyone with a known alternative to this app or anyone knows any devs/if FreshDesk is working on replacing it?

Right now we can know how many open tickets inside Freshdesk, but from the total open tickets, how can we know / filter “total of open because of new ticket” and “total of open because of reopen”? Please advise.

Can I hide some of the built-in fields so that the agent does not need to see them?  Specificallytwitter id mobile phone work phone Unique external idI am trying to hide these fields and instead have the req’d fields on top of form (name, email, company and one more required custom field I added)I did disable them from being seen by customers but can’t do so for agents.  Here is screenshot:I would like an option to change “Display to Agent” I suppose its not possible but I think it should be if not. 

Can someone help me change the Card Descriptions in the portal ?

Hello, how would we prevent the sending out of notifications(ticket created), when connecting our outlook account, for all the preexisting old emails, when first connecting to freshdesk via smtp/imap? Thanks

Hello, we are using the Help Widget in our Application to allow Logged In Users to create support ticket requests without having to leave the application. One of the topics they can create a ticket for is to report a bug they’ve encountered while using our application. When an error happens in our software, we create a Bug Report that allows our team to better troubleshoot the issue. So in the Help Widget, I created a multi-line form field to allow the User to paste the content of the Bug Report and send it.However, it seems that after a certain number of lines, the multi-line form field drops the remaining information. Since you run your own software platform you can imagine that when someone is trying to give details of what is happening, it’s rather inconvenient when they run out of space and you can’t get the full story.That’s exactly what is happening to us. When they paste the Bug Report text, we get the majority of the information but the most crucial data is being clipped and n

Hi all, I’ve tried many ticketing systems but I finally found my way to FreshDesk. I am building my own support portal for my product which uses the FreshDesk API to use its functionalities. The portal primarily focuses on creation, retrieving and updating tickets. But I also want my users to be able to reply. Now I am getting the error that I cannot use my admin API key to reply on behalf of a user as I am using an app-only way of implementation. I understand that I would need the assumption feature, which is only included from the Pro package on forward. I must say; that’s a big step for a pretty small company which is just starting up. I have to say I was a little disappointed seeing this simple and fairly common user delegation being limited by a plan… I am using the Growth plan. Now, I can just reply as the admin’s account (from which I am using the API Key). But now the user will still receive an email that the admin has replied to their ticket (which is not true). How can I disa

Hello, I have a scenario, where I want to send out an automated reply to a customer and include CC’d emails. When doing this through UI -it is done automatically, however if I use automation with trigger webhook towards api/v2/tickets/{{ticket.id}}/reply - it only sends email to contact in TO. Same happens if I use automation action “send email to requester” API definition has “cc_emails” that can be included in message json, but there’s no placeholder to populate this data into Automation. So, I’m wondering if there’s a way to send automated ticket reply and include CC’d emails included in original ticket.

Is it possible to make it so that an agent can delete only their own note (public or private)?

We are contacted by two different email distro’s and our trying to figure out how to send return REQUESTER NOTIFICATIONS from only one of the email distro’s?  

Hi FreshDesk, I’m new to freshdesk and so is our admin.For any ticket I have contributed to as a 3rd level engineer I’d like to get ongoing email notification.Example: Frontline has a problem and asks me for input on a ticket I add a comment to the ticket indicating a way forward From here I want to be notified of all activity on this ticket. This allows me to contribute further if needed.Please advise how to enable notifications for this scenario.I have all available notifications enabled except “Tickets assigned to my groups”Available and enabled in my profile:New responses on my ticketsStatus updates on my ticketsPrivate notes I'm tagged inPublic notes I'm tagged inTickets assigned to meReminders on first responseReminders on resolution timeReminders on next responseEscalations on first responseEscalations on resolution timeEscalations on next response 

Hi, We are looking at portal customisation and we would really like to display some custom fields from a user’s profile on the New Ticket page. I was looking at the available placeholders, and I am not sure if this is possible. For example, we can use {{portal.user.phone}} to return the ‘work phone’ field, I can’t see any placeholders that could return a custom field in a user profile. I just wondered if this was possible / any advice. Thanks!

I am looking for ticket templates that can be used for reference purposes.  If there is one, please let me know where I can find.

When cloning a viz, I’m getting a blank widget. Is this supposed to happen?

Hello ThereMy company has the license with FreshDesk and I must setting it, Basically we have several customers and would like to receive your advice. Is it convenient to have a portal per company?if not, as I recommend splitting it. my goal is to attend each customer( Companies) and show weekly progress individually. im really appreciate any resource or suggestion.