Freshdesk

Hi,I’m trying to import a Google font adding an @import directive in the Css section of the user portal customization.The problem is that once I publish the new Css the @import url(‘https://fonts.googleapis.com/css2?family=etc’) becomes @import url('https://fonts.googleapis.com/css2?family=etc');In other words, apostrophes are encoded.Is there a solution to this problem?

What the heck is going on?For the last 7 to 10 days our support site (FreshDesk) is going nuts.Something keeps changing our theme in strange and bazaar ways.Unfortunately, I didn’t set our site up originally, so we didn’t have our mods to the pages. It was based on the Vertio theme which of course is down and can’t be downloaded.Every time I have the site almost perfect it changes. Worse is that what I see (Refreshing Cache) isn’t what others on my team see when they access our site.I’m getting really upset with this as I’ve got far too many hours in making changes to our theme that keeps changing.  When I say changing I mean things like CSS getting changed. Sections I’ve complete blanked out like HEADER (I moved the code to portal home) re-appear but are yet different then what we had almost like it’s from another site or theme! Definitely not from our site!Around 2am I had pretty much everything the way I wanted it except a homepage graphic and modification to breadcrumbs.I’ve been v

Hello all,Can someone please help me understand these numbers on an agent report:Average response time: 37 min Average first response time: 48 min Average resolution time: 37 minHow “first response time” can be higher than “response” and “resolution” times?How “response” and “resolution” times can be the same? I think “resolution” should be higher.In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget.Many thanks in advance!

Hello everyone,I was customizing the Portal Layout header HTML page and made a grave mistake of not saving the default code. Can anyone post the default coding if you have it in the comments down below or if you have a link where it has all the default codes? You would be a lifesaver! Thank you!

I haven’t been able to find much information about the To-do’s you can add on Contacts.  (A certain amount about of info about those on Tickets is available.) Without going to each individual contact, how can I find out what incomplete To-do’s remain associated with Contacts?  Both “my own” and as an admin across all agents.Is there a sense in which they can be assigned to agents, or are they immutably associated with the agent who created them?

It is the most important component of any business change process. A successful implementation will not only save time and money, but also help tremendously the development of an organization.At SimplySolved we provide end-to-end ecommerce integration and works efficiently to achieve the most effective results from your Odoo ERP implementation.

Hello, we are workin on our customer portal but the translations in german are horrible. Is there any way how i can customize it by myself?   And the other question:  I find some lists of free Themes here but when i click them i get redirectet to the root directory of you support site. Are there any free themes in 2022 which i can download?  greetings David

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

Hey FreshPeoples!So - I just had a rather frustrating back and forth with FreshDesk Support, and I’m struggling with a specific request.  I need to send a report to Payroll weekly that has the following information.  Agent Name, number of tickets taken “after hours” that week - which includes the full day on weekends.  This is for per-ticket based compensation for my agents during their “oncall” week.  I haven’t really found a great way to do this (though - for the life of me I can’t understand why I can’t just generate a simple report of tickets created outside of set business hours, and what agent took them 🤷🤷) and I’m wondering if any of you amazing people have found a good way to do this.  Thanks in advance for the help! 

Hi Everyone, Mint compatible. It's a professional-looking and easy-to-use Freshdesk & Freshservice support portal. All devices and browsers accessible and looking beautiful theme which was customized according to the customer's goals.Theme Features Fully Responsive and Retina-readySprout, Blossom, Garden, Estate, Forest plansHomepage categories list & Inner pages categories list with Font Awesome iconsHomepage promoted articles lists with accordion/toggleIncluded Font Awesome iconIncludes additional componentsIncludes free installationCompatible with Freshdesk functions and featuresCompatible with all modern browsersCompatible with Freshdesk MintEasily customizable. You can make changes in the future or customize the template on your own. Universal design. The Lucida theme fits many industries and businesses without major customization. Mint compatible.Tell us about your needs and we'll create according to your look of The Lucida Theme or any other theme for your Freshdesk sup

I tried use Jquery as in topic of link   But the in the new portal Jquery is not work.When i send the document.querySelector the fields are hide but hide the options of fields its doesnt work. Help !!!!😨

We have a client who wants to purchase a batch of hours with us each month.  I need to get an alert when they reach their allocated number of hours.  According to support Freshdesk can’t do this but it’s an extremely common practice.  Can someone please help?

In the Analytics homepage, click New Report that is present near the search bar in the top right section. We have Custom Reporting in Freshdesk to help you build reports the way you want, with minimal effort, all by yourself. It offers the flexibility to pick the metric(s) you want to study, the adaptability to select the right filters you want to apply, and the capability to employ the perfect dimensions to analyze your data.Click here to read more

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

Can someone tell me how to delete the initial contents of the forum?

Hi All, We have set up an automation like so to email customers who get in touch outside of business hours: But it is not sending. Is there anything else that needs to be done for these emails to be sent to the requester? Many thanks, SarahSeatPlan.com

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

Hello there! I’ve been experiencing some issues concerning the Knowledge Base search bar. Some words we type in, although they’re part of article titles or bodies, they don’t bring those articles up in the search. This only happens in the customer portal. Is there any solution to this issue?  We also realized, that customers have to type exactly the word, in order to find the article. They have to type “permissions” instead of “permi”, not allowing to mistype or to type only half the word, this is just an idea, and imo would be a big improvement :)  Thank you in advance! Patrícia

Hi community,I am trying to delete a contact by using a wehbook automation in Freshdesk. When I know the ID of the contact, the webhook is working, example: /api/v2/contacts/123456, but I don’t know how to generalize for any contact ID. There is no contact ID on the placeholder list of Contactsand I have tried with /api/v2/contacts/{{id}} and /api/v2/contacts/[id]Neither of them delete the contact. What is the correct placeholder for the ID of the contact?Thank you

Hello,   Does anyone know how i can put a clock on tickets that have been set to pending.  I would like the ability to put a ticket on pending 9lets say cos a user has gone on holiday) but then set the time and date for when this ticket will come off pending and let the agent know.  i cannot see anything for this.  

Your documentation is not clear to add a button in the whatsapp template . Update the documentation . Feels very weird after subscribing for the paid version.

Hi,Currently there is a way for an automation that allows for Slack to push to a channel off of a breached SLA, however this is only possible in the legacy slack app.The legacy slack app only allows you to push to the first 200 channels it lists in the API, not necessarily the new channels that you add. So I would like this capability to exist in the newer slack app so I can actually access the new channels.

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

Hi. Can’t seem to figure out a way to set tickets to automatically close after a period of time. What we’d like to actually do is the following. If we set a ticket to “Resolved”, we’d like the ticket to auto-close in 7 daysIs this possible? I am close with the workflow automator but I fall short with a timing function. Thoughts? 

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick