Getting Started

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.

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.

For each time change (summer and winter time), certain workflows must be adjusted manually, since the time zones are hard-coded.Daylight saving time adjustment: +1 → +2Winter time adjustment: +2 → +1This creates quite some overhead, a risk of forgetting something and workflows that then no longer function correctly.

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?

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

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?