Getting Started

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

Hey there, I’ve been experiencing problems while logging in to FreshDesk via Firefox ( 99.0.1 ). When my agent tries to login it just reloads the login page. No problems occur when logging in with Edge. Here’s what I tried to solve the problem:Deleting Cookies and History (did not help)complete new installation of Firefox (worked for 24 h)Changing the role of the agent (worked for 24 h) Here’s the real mystery: We have a Log-in-again-after-24-hours-policy in FreshDesk. 24 hours after Using the “Change role” way we experienced the same problems again.But changing the role did not help us this time.Resetting the password did not help, either.Of course deleting cookies and history neither.But this time it was not just a reload of the login page but we got this: First this screenAnd when we tried to login with the correct password Is there anyone out there experiencing the same problems or can give me any idea what to try next? Thank you in advance! Ulf

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

Hi Freshworks community! I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.I’d love input from others using Freshdesk or Freshsales:How can we automate booking confirmations and follow-up messages to create a premium experience?Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!Thanks in advance, and looking forward to your insights 

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, New Ticket and Tickets in the client Homepage?3. I want to remove the portal name from the client home but keep it on the browser title, is this possible?I searched the held section but couldn’t find any info on these questions.Any help would be much appreciated.Thank you.

I registered for the webinar for today over two weeks ago and I did not receive a follow up email or link to the event.  Did I do something wrong?  

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

I am on a free trial and i keep getting this error, what am i doing wrong?Error: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object] It always shows up when i view tickets. Thanks all  

HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

Hello everyone! I’m Dario Schiraldi, and I’m thrilled to introduce myself as the new CEO of Travel Works. I’ve spent many years in the travel and technology sectors, building products that bridge customer needs with seamless digital experiences. I joined Travel Works to accelerate growth and innovation in how travel businesses operate and serve their customers. We live in an age where travelers expect deeply personalized, frictionless journeys—and we believe Travel Works can pioneer that next generation of experience. Our mission is to empower travel operators with the tools and insights they need to delight customers from booking through post-trip follow-up.Having evaluated numerous platforms, Freshworks stood out for its intuitive design, powerful automation, and strong developer ecosystem. I’m excited to partner with this community RegardsDario Schiraldi CEO of Travel Works 

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.Also, any tips on avoiding duplicate follow-ups would be great!Thanks in advance

Since around 06:45am GTM I have been unable to access tickets or https://support.freshdesk.com/. On the (very rare) occasion that it opens and populates, I can’t open or change the status of any tickets. I have tried multiple DNS servers, including 8.8.8.84.4.4.41.1.1.1208.67.222.222Automatic from ISP I’ve flushed DNS and done a full system restart after each change, but to no avail. A tracert to https://support.freshdesk.com/ results in the following: Tracing route to cf-routing.freshdesk.com [162.159.140.147]over a maximum of 30 hops:  1    <1 ms    <1 ms    <1 ms  [removed]  2     *        *        *     Request timed out.  3    12 ms    38 ms     3 ms  uo5-cust.coolideas.co.za [removed]  4    <1 ms    <1 ms    <1 ms  u30p-cust.coolideas.co.za [154.0.15.73]  5     1 ms    <1 ms    <1 ms  u23-cust.coolideas.co.za [154.0.0.75]  6     1 ms    <1 ms    <1 ms  ux-cust.coolideas.co.za [154.0.0.33]  7     6 ms     6 ms     6 ms  cloudflare.ixp.joburg [196.60.8

Hello everyone.I need help solving a problem we are having in Brazil.We currently have several support emails within Freshdesk and when a client of mine sends us an email and puts more than one TO: in the response within Freshdesk, it deletes the other TO and only considers the first one.Has anyone had this problem and managed to find a solution?

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider

i am new here, welcome all contact me if any one need work help

Good morning,I’m curious if anyone has any insight...  I work for a small school district and about 11 years ago I signed up to Freshdesk’s Sprout plan.  It was, at the time, 3 agents free “for life.”  Which, thanks to the Wayback machine…Source: https://web.archive.org/web/20130811230239/http://freshdesk.com/pricing/free-support-software Turns out, that fit the bill for me and my two colleagues and, 11 years later, we remain three and continue to use and love Freshdesk to support our teachers. I received an email yesterday stating that “Effective November 15, 2024, we will reduce the number of agent licenses included in the Freshdesk Free Plan from ten to two.”  I’m assuming I’m getting this email because I’m technically on the free plan, but when I check my dashboard, it still shows that I’m on a “classic” plan with only three seats available to me, not ten. My question is, does this apply to us?    We never had 10 available agents, it’s always been three “forever.”  I know companies

Hi,  Can some share a design for support ticketing system he created ? We have 4 different saleforce team I need a design how to handle workflow for the different teams Thanks

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.  

I’m testing Freshworks on a free account, but I got the error that my outgoing emails are blocked. I can’t really test the service if I cant send emails. can you help me?Thats my URLhttps://hparral.freshdesk.com/Thanks in advance

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