Freshdesk

When composing reply messages, newlines are handled very poorly and unreliably:Sometimes pressing enter does not insert a newline. Pressing it again then does insert the newline. Sometimes what looks like a newline in the message composing window results in a message without a newline. Sometimes what looks like a newline in the message composing window results in a double newline in the message.I don’t have exact examples for all, or exact ways to reproduce, but the issues are especially prominent when also inserting images. Note that they are not EXCLUSIVELY around images. For example, here are some screenshots of me composing a long message with some screenshots:The result is a very poor and unprofessional look for my customers.

We face an issue where customers decide to reply to email with attachments of around 22-25MB and while Gmail can handle them, they are always dropped in Freshdesk.  We want to be able to still capture these attachments somehow. Is there any solution to have that IF file attachment is being dropped by Freshdesk to have those files automatically sent to our dropbox instead and put a link or note in the reply/ticket that files has been dropped but they are available to be viewed/downloaded from the following link instead: (_insert dropbox link_) To be clear: We don’t want to upload our large own files in tickets. We just don’t want customers succesfully sent mails including attachments to be dropped outside of Freshdesk and rather be able to capture them somehow without manually logging into gmail client and search for the attachment. 

Is the HTML page in Helpdesk same as the HTML language i can learn or is it limited to certain features?

Myself and a few other colleagues have been having an issue where some tickets don’t populate on a specific agent’s Freshdesk unless it’s searched for manually. To counter this happening all notification/alerts are active, cache/cookies are cleared. Even with all this, the new ticket (which a random but specific agent can’t see) is not being alerted  in notifications to the affected agent.  I’m just wondering if this is a known bug and if there is also a workaround to solves this? Kind regards, N 

Hi there,we have a problem with Freshdesk. Unfortunately, when we search for an email address, not all tickets are displayed. The open ticket does not appear in the search. No filters are set. When I open one of the closed tickets, the new ticket is displayed on the right in the timeline. Does anyone know why this is?Kind regardsD.

Is There a way to send an agent notification email when someone new signs up via the portal?

If an agent generates a ticket out of a Fresh Contact call it defaults the ticket into open status. Even if the ticket doesn’t warrant an email response and has a later resolution time, if it exceeds the 3h SLA target for first response it impacts my agent’s SLA metrics. Is there a way to bypass/mitigate this?  

I’m new to Freshdesk, but I can’t figure out if FreshRelease is still usable as an integration with Freshdesk. It would give me everything I need, Ticketing for CS, and then when there’s an escalation would allow me to put the ticket into a larger plannable task or project.

Has anyone experienced the issue where customers who are sent a link to open a canned form say it doesn’t work? It’s not all our customers who are sent a link, just some. We are asking for some information to troubleshoot. Meanwhile I wanted to see if anyone experienced it and have a solution.

<script>        window.fwSettings = {            'widget_id': 67000000128        };        var url            = window.location.href;        var systemName    = "VuPoint Ticket";        var pathArray    = window.location.pathname.split('/');        pathName        = pathArray[0];        if (pathName)        {            switch (pathName.toLowerCase) {                case "asset":                    systemName = "Asset Manager Ticket";                    break;                case "servicequote":                    systemName = "Service Quote Ticket";                    break;                case "order":                    systemName = "Order Ticket";                    break;                case "customer":                    systemName = "Customer Ticket";                    break;                case "newproductquote":                    systemName = "New Product Quote Ticket";                }        }        FreshworksWidget('prefill', 'ticketForm', {            type: '${sys

Greetings, I am an agent an have all my notifications turned on. I am not receiving an email notification when a user responds/updates their ticket. Does anyone know why this may be happening?Any direction would be appreciated. Kim

I couldn’t find a description for this option the workflow automation solutions.For the “Add Watcher/s” interaction, the bottom option is “Any”. How does “Any” decide what agent to add as a Watcher? (I’m actually looking to set up a workflow to add any agent who responds to a ticket as a Watcher, or ideally only certain types/groups of agents, so if there’s any answers for that I’d appreciate those as well. I saw a thread from years ago that mentioned setting up a webhook, but I’m not sure what the configuration would be)

I have a user having an issue pasting an image from the snipping tool to Chrome. It works without issue in Firefox, and she also has no issue pasting in to another workstation’s Chrome. She’s using no extensions.She gets the error “Image cannot be loaded from the passed link”.

Hi All,Is there anyway to modify the fields in the requestor portal so the text box size can be shorter? For example the Contact Number text field is way to long and takes up the entire width of the screen which is unneeded. Also, is there a way to make certain fields appear next to each other? For Example, have the priority and urgency field be side by side instead of one above or below the other.

Normally, when we cc the group email add, we get the email in our personal accounts. Now, I have enabled the auto bcc feature but I am not able to see the emails in my personal account. Is there a difference in the way Freshdesk handles cc and bcc?Is there a way to do an auto cc instead?  

Hello, does anybody know when contact information will be available in Analytics reporting? 

This theme was customized by our developers for our Freshdesk support portal. We, at Breezy Themes, use Freshdesk ourselves and know how to make the most out of customization based on Freshdesk functionality and hidden features. Like all our templates this theme is fully compatible with Freshdesk Mint and Freshservice and incorporates most popular Freshdesk customizations. Apart from standard features that all our templates have, it inludes: icons for categories on the home pagealways visible sticky headerside navigation to help users navigate your support portal easiercustom links in the footer and headernext and prev buttons to forward to the next and previous pages This exclusive theme saves your time and money since you don’t get a basic template but a customized support portal. This means you don’t have to wait long and buy every Freshdesk customization separately and therefore save around $400.  Moreover, you can install this Freshdesk theme on your support portal without changes

I am looking for a way for tickets to be randomly or round robin assigned to groups.For a bit of context - we are a Helpdesk that is fully staffed by volunteers and they all take the same type of tickets. The reason for having different groups is that we are introducing supervisors who will each have their own team of volunteers and we want them to have their own groups to make it easier for them to measure their teams performance. Therefore it’d be great if tickets could be assigned to ‘team 1’ then the next one to ‘team 2’ etc. Any ideas on a solution for this?

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

Hello.  I am not sure this is something that can be accomplished and would break the ticketing system concept.  So I am currently using TickTick task manager to keep track of tasks I need to perform for customers.  It does work well for what I am using it for but I would like to consolidate it with something like Freshdesk and a ticketing system.  So here is the deal.  I have several customers and for each one I manage a list of tasks that I need to perform for them at some point in the future.  There is no SLA or anything like that.  It is simple a task that at some point I need to perform for them.  It could be months into the future but I want to know it is there.  In this case I do not want the customer to get emails about the ticket, etc.  I guess it is more of an internal ticket to me alone BUT for a specific customer and not just a generic todo.  And the nice thing about ticktick is that I can see a list of these tasks via a single pane of glass.So how would Freshdesk handle suc

Hi,how can I copy data from all my tickets that is stored in the default field Type to a my new field keeping the same information?Default field:New field: The reason for the copy is that we stared a few years ago using this default field but now realize that it was a mistake. We want to start using rule based sections to show fields depending on type of question and default fields cannot be moved to sections. So basically we want to take our hundreds of tickets an copy the data as is between to identical fields. RegardsHenrik

At this point we want to be able to just sync our Azure AD licensed users to Freshworks so we have a reliable list of users in Freshworks. Currently ANYONE who submits a tickets becomes a requestor which we want to change to only OUR Azure users. We don’t need to change anything on the Azure AD side (yet) so just looking to pull the data in to freshworks and keep an accurate list of users and user data.Any thoughts on a workflow for this would be much appreciated.(The Azure AD connector in Orchestration center is currently working)Thanks!

We are integrating our telephony system (Mitel) using CTI with Freshdesk. For which, we are developing our call widget using an iFrame that will allow users to make calls and receive call. However, we are unsure how a user will get to know if an incoming call is coming up and our call widget is closed or minimized. Is there a way to trigger notification from third party app to open the iFrame modal window programmatically. 

The article list shown in “related articles” includes links which are in folders set to “logged-in users only” view. How can I change this?Users are led to a login site, which is not very elegant.I don’t want to set it to agents only or unpublish all 100 articles set to logged-in only.

I hear this all the time - generally its not always or even often down to a problem with the system in use (very occasionally it is but not often).  So why are many organisations still struggling to get good MI data analysis/business intelligence out of their toolsets and data???Maybe because of poor input data? lack of focus on the expected outputs? No service definitions or reporting on services? little information on user experience or outcomes?  Poor presentation of information? too much information? too much transactional data and information? ….What do you think>??