Getting Started

Hi I’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? Thanks Mark

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created. However if the group includes collaborators this breaks down because collaborators cannot set their availability. It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents. However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators. I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place. Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts? if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

Hi, This is the most basic question I think. How do I configure emails/replies to be sent to who ever sent an email? right now people are sending emails but there are not getting replies with the ticket number.

Hi Good day, I already toggle off the Google Login from the Security, Default Login Method. But still appearing on the login support portal page. Is it possible to remove "CONTINUE WITH GOOGLE" Thank you in advance.

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate

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.

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets.

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives. What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences? Thanks for your help.

Hi there, we use Freshdesk in German and can see the messages in the window “What’s new in Freshdesk” in the upper right corner in German as well. But it seems that there was no update on the latest release notes since August 2021. When I switch the agent’s language to English I can see much more news, the latest one is of Oct. 18, 2022). Could you please update the German translations for such release messages as well or, if not possible, disable German release notes in the German language setup and show the English news instead? Thanks.

On my freshdesk page a user cannot submit a ticket because this message displays: We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view.

Looking for a way that I can make certain tickets private where only VP level or above could see them. Agents would not be allowed to view

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents? thank you, Roger Leenders

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?

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 screen And 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

Dear Community, We are planning to implement a support tool like Freshdesk. We need such extension where we can register the support contract and its recurring period for invoicing. When contract is expiring we want to warn automatically our customer about the expiration. I found some extensions in Freshdesk Support Desk but not like this. Could anybody help me if there is such extension or feature in any Freshworks product? Thank you for any help in advance, Gabor.

Hello! Are there plans to upgrade the Apache version on Freshdesk instances to the latest version? There are outstanding CVEs on the current version that is being reported from our instance of Freshdesk (which is version 2.4.29). Best, Vlad

Hello, A while ago, we noticed that a Freshdesk account was automatically created for an external supplier that had been CC'd in a ticket by a customer. The account creation was triggered by his e-mail response. After reading stop account auto creation and reaching out to Freshdesk support, I have concluded that this is expected behavior by design. However, I'm wondering, is automatically storing personal data (name and e-mail) for a customer's external supplier GDPR compliant? If I look at the legal text found in the EU journal, chapter II, article 5, six possible grounds for lawfully processing personal data are listed, of which at least one should apply. To summarise: The subject has given consent Processing is necessary for performing a contract Processing is necessary to comply with legal obligations Processing is necessary to protect vital interests Processing is necessary to carry out a task in public interest Processing is necessary for the legitimite interest of the controller

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you, Jonathan

I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site. A lot more sophisticated functionality. Badges for end users for example, very visible upvoting (below example)

Hello everyone. I am getting an error when I try to create a new agent. “The agent could not be saved. Please try again." There are 2 agents in the system together with the administrator. Why is that?