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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

602 Posts
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602 Posts

JemieApprentice

asked in How do I....?

Configure trigger for mail to ticket creation

In the past Chris created triggers from mail that will create a ticket of the mail and sent to the correct queue. For instance trigger A30 was created for the group Support Video, so all mails where subject have A30 will be created a ticket and send to Support Video queue.I have created a new queue and need to configure new triggers so that mails will end up to the newly created queue. Regards,Jemie

asked in How do I....?

Can I use Freshworks CRM For Honista APK?

Are you wondering if it's possible to integrate Freshworks CRM with Honista APK? Let's explore this question together:Has anyone successfully connected Freshworks CRM to Honista? What challenges might you face when trying to use a professional CRM tool with a modified Instagram app? Are there any potential risks to your social media account if you attempt this integration? Does Freshworks CRM offer any features that could work indirectly with Honista?If you've tried combining these tools or have insights to share, we'd love to hear your experiences. Have you found any workarounds or alternatives that achieve similar goals?Share your thoughts and experiences in the comments below!

stevemcTop Contributor

posted in How do I....?

How to more easily create dropdown with many items (e.g. country)

I needed to create a country field in Freshdesk in the Contact and Account forms. But I found (disappointingly) the lack of a built-in field that had al the countries already. Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms. So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list. Here is my XLS. Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa

Stefan58Apprentice

asked in How do I....?

How to change the username for login

How can I change mz username for login

FoxguardApprentice

asked in How do I....?

Agent name automatically in ticket response

I know this is simply and I have edited this before so am kicking myself that I cannot find it!!Where do I change what is automatically added at the bottom of a ticket when an agent replies?Currently it just says Foxguard team, but I want it to include the agents name as well.

BLaRue1443Contributor

asked in How do I....?

Seeking Recommendations for a Permanent Test Environment in Freshdesk

Seeking Recommendations for a Permanent Test Environment in FreshdeskOur team is in the process of setting up Freshdesk, and we’re looking for the best way to maintain a permanent test environment, as an alternative to the Sandbox feature. While the Sandbox is useful, it is designed for temporary use, and we need a test environment that can remain active indefinitely.Key requirements for this test environment include:The ability to create and test dummy tickets without losing data. Seamless integration with external tools and systems to mirror real-life scenarios. Isolation from the live environment to avoid any unintended impact on live operations.We would love to hear from other Freshdesk users who have implemented a permanent test environment. What solutions or strategies have worked well for you? Are there specific configurations, workflows, or tools you would recommend for this purpose?Thank you in advance for your input and suggestions!

BLaRue1443Contributor

asked in How do I....?

Suggestions for a permanent test environment other than Sandbox

Our team is still in the early stages of setting up Freshdesk and we are looking for a permanent test environment beyond the temporary Sandbox feature. We aim to create and retain dummy tickets without data loss and integrate seamlessly with this test environment, ensuring no interference with our live system. What are some ways you all would go about accomplishing something like this?

YvonneApprentice

asked in How do I....?

Restrict email notification to use requesters organizational email address only

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated

asked in How do I....?

How to get Ticket Lists in Dashboards?

Does anyone know of a workaround to be able to have Ticket Lists populate on their Dashboards? I was told that the Ticket list view and the Ticket dashboard are not compatible as widgets. We want to build these dashboards to have the higher level metric groupings but also be able to drill into the specifics from one screen (basic mock up below). Thanks in advance!

JimFieserApprentice

asked in How do I....?

Local helpdesk@our.co email appears in cc field

Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server. Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket. Sending that reply therefore creates another ticket. How do we make Fresdesk remove that email address from the cc line?

ghanajakslApprentice

asked in How do I....?

How do I add new fonts to Google Docs?

To do this, click on the menu showing the name of the font that’s currently selected. In the dropdown that appears, above the big list of currently available fonts, you’ll notice a “More fonts” button: Once you press “More fonts,” a modal dialog window will open where you can start to add to your collection.Fonts Sonic

ArmandApprentice

asked in How do I....?

Images are deleted in tickets after many replies

Screen capture images are deleted in ticket and emails after replies. In outlook we now have to search for the very first email of the ticket to find the images back. It's a daily frustration in Freshdesk.

JoKingContributor

asked in How do I....?

Is there a way to archive form templates?

Some templates are used periodically so they do not need to be visible until certain times of the year. Is there a way we can archive ones we don’t currently need? We don’t want to have to delete them only to have to recreate them again later.

Debbie LarsenApprentice

asked in How do I....?

change visibility setting for notes on changes

Is it possible to change the default setting for notes on changes - so it pr. default is public and not private? I´ve allready use the toggle app on the tickets and it works perfectly fine there, but on the change module nothing changed. So the question is, is there any app or maybe a business rule that can help me with this matter?

JamesFContributor

asked in How do I....?

Email notifications for thread activity not working

Hi all,For these email notifications:we are not receiving any emails.When I go in and edit the notifications and send a test email from within the editor it works, but no one is receiving any emails for any of these events. Can someone suggest what else I could check or set up?Thank you!j

aadansmithApprentice

asked in How do I....?

How to download Honista Old Versions?

Honista is a popular social media application that offers enhanced features and functionalities beyond the standard versions available on mainstream app stores. This app has garnered a dedicated user base thanks to its innovative tools and customization options that allow users to tailor their social media experience to their preferences.Download Honista All VersionsImportance of Downloading Old VersionsWhile the latest versions of any application often come with the newest features and improvements, there are times when downloading an older version of an app like Honista mod apk is more beneficial. Old versions may offer better stability, compatibility with older devices, or retain features that have been removed in more recent updates.Overview of Article StructureThis article provides a comprehensive guide on how to download old versions of Honista. We will cover everything from the technical specifications and steps for downloading and installing older versions, to the benefits and

bigshooterApprentice

asked in How do I....?

Admin account that does not eat an agent license

Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)

AkaCariocaContributor

asked in How do I....?

Importing tickets to Freshdesk

Is there a native/declarative way to import tickets into Freshdesk?I was able to impot companies and contacts, but can't find a way to do the same with tickets.Only found a paid app on the Marketplace that supposedly does this.

Berway72Apprentice

asked in How do I....?

Move Collaborators to Agents

Is there a way to move collaborators to agents?

JoDelApprentice

asked in How do I....?

See important Company info on the ticket

Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.How do we identify these companies when the agent opens the ticket?If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.

joshvengleyContributor

asked in How do I....?

Field Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time

Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends? We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored. We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for your time.Josh

RobCrossHMSkilled Expert

asked in How do I....?

Configure prefix for ticket ID

I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?

McLTop Contributor

asked in How do I....?

Looking to limit form fields based on user permissions

Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?

MKFishApprentice

asked in How do I....?

Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?

CeydaApprentice

posted in How do I....?

Follow up feature

Is there any way to get the “Follow up” feature to follow up in the morning and not at the time that you created the follow up? Currently, I receive an email at 13:15 and want to follow up in 5 days time in the morning, but my follow up won’t show up until 13:15 on the 5th day… Can this be changed from my end?

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