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Using Freshdesk
Getting Started

Getting Started

Using Freshdesk

36 Topics
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36 Topics

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M.thApprentice

asked in Getting Started

Can you set the secondary email for SSO

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com, mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

emfhussainApprentice

asked in Getting Started

Freshworks Newbie - Need Help

Hi - We just recently moved to Freshworks and I have been made Admin. We have 2 companies under the one organization. For some reason, tickets that are being created in our support portal are not coming through to our Dashboard. Not sure if there is something im doing wrong or if there is additional configuration required. Please advise. Thanks

S.RoggatzApprentice

asked in Getting Started

running automation rules manually

Hi,we are newbees at freshdesk.I’m wondering if I can run the autmotion rules manually, to clean up the ticket overview.Espacially a rule that marks a ticket as spam.Thanks for a hintgreetsS.Roggatz

GeraldSkilled Expert

asked in Getting Started

Auto-created asset/software tickets Employee Offboarding can't be deleted

Trying to get this module to be useful. I can’t customize it because even if I turn off Asset/Software, these tickets still exist. The 2nd Revoke Software access is one I created to try to get around the fact that you can’t alter certain fields, but that didn’t work, and now it’s just stuck there.Is there a way to reset the offboarding module or delete these child tickets?

Worthingu3aContributor

asked in Getting Started

Cannot setup freshdesk app.

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?

fitnfixApprentice

asked in Getting Started

TRENGO vs FRESH

Hi peers. I’ve been extensively trialing the only product I found to be suitable for our tiny 2 admin service company - TRENGO and have been impressed. Just before buying what will be for us the biggest investment of this kind I did another search and found FRESH. I can’t spare anbother 2 weeks of my time trialing this as the trengo trial has already disrupted us in a bad way. From what I can see straight away is trengo is double the price however they are on hand on whatsapp to answer anything which is a big thing for a novice user. This support does not seem to exist here - I called UK support and did not go through. Help articles take longer to explore and often the key pieces are much quicker to get to just asking someone who knows.We can get over this obstacle and learn ofcourse but here comes the second issue: Fresh offering at glance is convoluted, I basically want an omnichat but here I am being thrown about 12 different products at me all with similar name. TLDR:I am reaching

AkaCariocaContributor

asked in Getting Started

Unable to setup forward email

Can somebody help me setup the email forwarding feature?I have tried for the last 24 hours without success.I can do a Google Meeting anytime if you are available.Thanks!

AkaCariocaContributor

asked in Getting Started

Brand new to Freshworks and need I Freshdesk POC done by Sept 27, 5PM EST

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

jlambertContributor

asked in Getting Started

Sync users/requesters from external SQL database

We have a SQL database maintained by IT that includes all users (and associated data) we would want to sync into FreshService? There are options to sync AD, Azure, etc., but is it possible to sync our users/requesters with our SQL database?

dmitriekoolApprentice

asked in Getting Started

In Freshdesk with personal account Canned Responses is Empty

When I open In personal Freshdesk Canned Responses its empty. But when I manage tickets and insert there canned responses they are in place.Also I can’t share New Canned Responses.

ShieldTeamApprentice

asked in Getting Started

Issue: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object]

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

NKNApprentice

asked in Getting Started

New to Freshdesk

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

Abby SanguyoApprentice

asked in Getting Started

How to remove "CONTINUE WITH GOOGLE"

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.

SupervillainApprentice

asked in Getting Started

Holiday

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

barbqApprentice

asked in Getting Started

How do I create tickets automatically from any email?

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.

InvestigandoApprentice

asked in Getting Started

Setting Up from 0

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.

KaleApprentice

asked in Getting Started

List of Role Permissions

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.

mhallSkilled Expert

asked in Getting Started

mutiple business hours in a group

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?

HoopermanContributor

asked in Getting Started

"What's new in Freshdesk" window - German translation not up to date

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.

jpacchiardiApprentice

asked in Getting Started

restricted helpdesk page

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

SciBruceTop Contributor

asked in Getting Started

Collaborators and internal group assignment

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?

aalexaApprentice

asked in Getting Started

Freshdesk features needs improvement

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.

charlesmApprentice

asked in Getting Started

Privacy

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

StephMaoApprentice

asked in Getting Started

Log in to Freshworks Community and Freshdesk Support

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?

scubaroApprentice

asked in Getting Started

multiple agents with same email address

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

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