How do I....?

Hello We have a lot of Service Requests with custom fields. How can we filter them when searching for tickets, views or create Analytics reports out of them?

Does adding a new contact automatically trigger an email allowing the contact to register an account with your Freshdesk portal? If so, can this be disabled? If this feature is enabled, are emails sent to new contacts when they are added via importing from CSV?

Good Day Team I hope this mail finds you well. My name is Mandla from the Freedom Won support team. We have a problem with the summary information getting lost as soon as we merge tickets and would like your assistance with recovering this information on some of the tickets. Please urgently assists.

Hi Community ! I want to know the number of tickets solved by 1 knowledge article. How do you make a link between a knowledge article and a ticket? Thank’s Marielle

Is there a way to move collaborators to agents?

We have used activecampaign in the past and were able to track all website activity. We have installed web tracking code and use webforms but we dont see any website activity being tracked. i contacted their support and was told that I would need to create a hidden field in the form to track . I found that strange. Is web tracking not possible with Fresh?

In Freshdesk, What happens to existing tickets when I rename existing options for dropdown or dependent fields, and they have the old option named assigned? What are the impacts, for instance, in Analytics? Old tickets with the old option selected in the past will still keep the old information? Or will it be renamed? Or the field will go "blank"? Use case: I have fields that don't make sense to my operation anymore, and renaming is now a necessity. Thanks in advance!

I need to create tickets via the API that include inline images originally in an email. I do not just want them only as attachments - I need to view them inline in the ticket body. Otherwise, there is little point as it just makes reading the message difficult. I have tried a number of things with no success: 1.) I replace <img src=”cid:somefile.png@1234”/> with <img src=”somefile.png”/> and adding a “somefile.png” attachment to the CreateTicket api. It appends the attachment but does not render inline. 2. I have replaced <img src=”cid:somefile.png@1234”/> with <img src="data:image/jpeg;charset=utf-8;base64,/9j/4AAQSkAUUUxxxUAf/2Q=="/> to inline the image as Base64 and entirely avoid attachments altogether. The system strips this out and renders it as <img/> If I create a ticket via the UI or even add a note I get the behavior I want which is something like this: <img src="https://attachment.freshdesk.com/inline/attachment?token=xxxxxxxxx" data-id="153010400494"> How do I achieve this

We're experiencing this error—why is this happening? Is there ongoing server maintenance? We conducted some tests: Test 1: A different agent replied to the same ticket. Result: The same issue occurred. Test 2: A new ticket was raised, and the agent replied to it. Result: The same issue occurred. Test 3: We tested replying to older tickets that were previously raised. Result: The replies were successfully sent without encountering the "undelivered" error. It seems the issue is only affecting recent tickets.

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

Hi All. Under Freshdesk, when we create a new email from the web interface ... default status is closed and default priority is low. We want to modify these defaults values for “Open” and “Medium”. Is there a way to acheive that ? We already created an automation but it works only for new ticket coming from outside. Thank you very much in advance

I setup SSO with SAML and OKTA. Our logins to okta are different than the logins we use for freshdesk/freshworks. (when i mentioned freshdesk, see that as freshworks and vice versa) Eg. freshdesk login uses myname@domain1.com Okta login uses userid@domain2.com Everything is setup and when I attempt to login to “Sign in with SSO,” it bounces me properly to OKTA login. I then proceed to login to okta and it is successful so I’m sure it’s all setup properly, however, I do not get into our freshworks tenant because my login to okta, as i pointed out above, is not the same as the email address attached to the freshworks account. I’m guessin i need to map these out in OKTA somehow but I’m not sure where to do this. Anyone have experience with this? Thanks in advance. Matt

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

When editing a Team Dashboard, I am given the option to add widgets for tickets based on filtered tickets lists views that I created/saved. Although I can view the widget data on our Team Dashboard, the rest of my staff (same agent group) cannot view the widget data for any widgets tied to filtered lists that I saved. They can only see widgets tied to data of Ticket views that are available at a global/workspace level. The error states, “[Ticket View Title] Widget’s data is inaccessible due to the widget’s filter settings ” Is it a design feature (bug?) for Freshservice to not allow agents to view custom filtered lists created by other agents? If that is true, then the Team Dashboard editor should NOT give the the option for creators to add widgets they want their team to see based on a filtered list view they created. Is Freshservice able to fix / enhance this feature? Either hide custom filtered lists from the “Tickets view” drop-down when adding a widget on Team Dashboard, or enable

I have been digging through permissions, roles, settings, portals, business rules, forums, and cannot seem to find a way to remove the ‘Add new requester’ option when creating a new ticket. Issue: we have Agents in both IT and non-IT workspaces who are creating Requester records for themselves or others because they are misunderstanding the intention of this button. Our Requesters sync from Active Directory, so we don’t WANT anyone manually adding requesters, as all of our requesters are internal. We need the ability to remove this option from everyone, as training/education of “please don’t use this button” is not working.

It seems like a Freshdesk update has changed the emails that users receive for watched ticket notifications. Previously users would receive an email notification when a ticket they were watching was changed/replied to/note added etc. The email contained a link to the watched ticket and when clicked the link would simply open the watched ticket to review it. Now, the link in the email opens the ticket but it opens the ticket in Reply mode, so the user is in the reply box. My team does not like this. Is there any way I can alter this email template? Thank you, j

Hello! So basically we have a tag called “Feedback”, which is assigned to all tickets from customers from different feedback sources (website forms, newsletter replies, rating surveys), then each ticket is being assigned with other tags, according to the features the customers request. So what we need is to create a report in Freshdesk Analytics that shows how many tickets have been assigned to each additional tag, among those tickets that have Feedback tag. If I configure the report the way on the screenshot below, the report only shows the total number of tickets with the Feedback tag, not with each additional tag. Any help is appreciated

hi, Pretty new on the Fresh environment, and trying to get things fixed for a multi language setup. I'm new in our environment and I noticed the complete setup is Dutch, already changed my account in English but not possible to change everything in English. Another strange thing i can't find about multi language settings . . . How can a customer choose between the languages we offer ?????

We have big traffic in support and I often reply, but then it seems that I forget to click on send. Or for some reason my reply does not go to the user. The status is changed to ‘close’ or ‘waiting on client’ - which I have done, but no response. Is there a way the Freshdesk can warn me that I did not send, or ask if a draft can be saved? A draft stays for today, but when I log in later, then there is no trace of any reply.

When I reply to a ticket, then Freshdesk keep changing the client/sender’s name in my email body. Even if I change it many times. I like spell check but not on names. How can I prevent this from happening?

I am currently working on integrating Freshsales with our product and facing an issue when trying to fetch Contact & Deal Data using the Freshsales API with an OAuth access token. I have successfully obtained the access token using OAuth 2.0.When I use this token in the API request, I receive a "unauthorized" error. However, when I call the same API endpoint using an API Token, I am able to retrieve contact and deal data successfully. Why does the API Token work, but the Access Token does not? Is this a valid access token?

Hi all, Seeking ideas and best practice from the community. We recently upgraded from Free to Pro. Previously we only uses one field “Group” and separated the child group with / (ie. Sales/Purchase Orders, General/System Updates”). What are the best way to create a dependent group-subgroup? I understand I can create two separate fields, however as the child of each groups may differ, we want to ensure if Sales is selected, Purchase Order will be present, but not system updates. Cheers.

I’ve created a webhook that fires when a private thread, attached to a private note, is updated. Adding a comment in the thread causes this to fire, as expected. Ideally, I’d like to get the content of the message that triggered the webhook, but can’t figure out how. Even the ID of the thread or note would be helpful, but that doesn’t seem to be available either. Does anyone know where I might be able to find the exhaustive list of fields that can be passed back in a webhook? Thanks!

Hello - Is there a way to stop an Outlook reaction from generating a response to a Freshdesk ticket, including if the ticket is closed and keep it from re-opening? I’ve noticed other posts about this topic but it seems to be for Freshservice and not Freshdesk. Thank you, Sara

We use Freshdesk as our IT support ticketing system. When ever we respond to a ticket it caches the email address, so when you add a CC to your message all addresses you’ve ever written to appear there. There are former employees and outside addresses I would really like to remove from that drop down list. Is there any way to do that?