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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

596 Topics
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596 Topics

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Csaba9923Apprentice

asked in How do I....?

How to add image to e-mail signature

Hello!I want to add our logo to our e-mail signature, but if I upload the image to imgur for example, and I paste the link to the Signature section, only an image icon will appear.How could I upload image to our e-mail signature correctly?Thanks,Csaba

nstegmannApprentice

asked in How do I....?

Be able to merge/delete users in Freshchat

I am not able to delete or merge contacts in Freshdesk, how so?

zberryApprentice

asked in How do I....?

Timeout using Freshdesk

Is there a way to extend the timeout when using freshdesk? The admins appear to be logged out almost the moment they leave the page. It is quite annoying!

simmondsjonTop Contributor

asked in How do I....?

How do I hold pieces of information against a customer?

Hi All,On PRO plan. I have over 200 Companies in Freshdesk each raising tickets on a single product. I’d like to hold information against each Company.Small pieces of information, such as who each customer is hosted by on a drop down list and then that list be reportable.Is this possible? The only place I can see is the details, and you can’t report on it and it’s just free text. ThanksJon

AndreaLopezCoronaApprentice

asked in How do I....?

How to read a uploaded file in Freshservice using crayons

Hi guys, hope you are doing well. I would like to know if is possible to upload and read files in freshservice. Right now Im using crayons but i dont have any idea how to read the content inside the files and I need it because inside the file is information to create departments and contracts. Here is the code: <body> <div class="fw-flex fw-flex-column fw-justify-center"> <fw-file-uploader name="sample" id="file-uploader-1" text="Upload CSV" description="or drag and drop your csv file here" hint="File size must be within 5MB" max-file-size="5" accept=".csv" action-u-r-l="https://mocktarget.apigee.net/echo" > </fw-file-uploader> <br/> <fw-button file-uploader-id="file-uploader-1">Upload file</fw-button> </div> </body> <script src="scripts/app.js"></script> <script type="application/javascript"> c

Lal23Top Contributor

asked in How do I....?

Automated response when ticket is assigned to an agent

I would like an email to be sent to our requesters when a ticket has been assigned to an agent. I have created a workflow for this to happen and it is working as expected. The problem is, sometimes the emails are being sent multiple times per ticket if its being assigned to different teams/agents. Is it possible to have a workflow activate only once per ticket? thanks

ArcLeesApprentice

asked in How do I....?

Hello, I was wondering if anyone had any guidance on the below. I would like to create a workflow that would post a reply to a ticket in to a new ticket based on who is cc’d into the reply of the ticket. I believe I’ve established how to retrieve the responses to a ticket using GET API calls and I am fully aware of how to create a new ticket with those values using POST although the sticking point seems to be the trigger. I may be missing something but I can’t seem to find a way to set up a trigger of if a reply is sent and if the reply includes a certain cc’d email. Does anyone have any experience with this or know a way to get around this? This comes about as through using FreshService for business teams we have realised that the system does not allow for departments to communicate with each other through FreshService and instead requires uses to make use of software like Teams or Slack.

zeizenbergApprentice

asked in How do I....?

Securing contact registration and ticket creation by email.

I have a question.We are trying to create validation of users registering to the portal as well as validating that tickets are created by valid contacts.The idea is to use a CompanyID field which value is imported from our CRM.When a contact registers they must include the companyID in the registration process and the company ID they enter needs to match the CompanyID already associated with the domain of the contact email. Example:Contact Joe Doe from Acme is registering using email jd@acme.com and CompanyID = 12345 The system will check that a company with a domain of acme.com does have a CompanyID = 12345 If there is, the contact can complete the registration. Otherwise it gets an error message that either companyID or its email domain are not recognized and to contact its admin. When a contact creates a ticket by email it will include in its email (either subject or body) the text “CompanyID=12345”The system will check that (1) contact’s email is in the system and the contact is r

dang_truong1Apprentice

asked in How do I....?

Can not edit Scope of agent

The options to edit Agent’s scope is dimmed. It’s not possible to edit.Any suggestion? Thanks

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

PykeApprentice

asked in How do I....?

Company profiles

Hi All, Just wondering if anyone has a work around with company details. Eg, company X is the main account, but company x has 5 locations with different contacts and different delivery locations. Is there a way to link the 5 locations to the main company profile? To show hierarchy company X head office and the “child” locations? Thank you,Pyke

Melwin_CGFContributor

asked in How do I....?

Offboarding Assets - List of Assets by user

Hi,Use Case: Service Item called ‘Offboarding Assets’ which contains a field to enter Employee Name. When a user submits this service request with the Employee Name a ticket will be created and display all assets associated to that employee/user. I understand that we need to make a web request to freshservice api to pull all assets associated to the selected user. I need help with building this workflow in Freshservice.Please provide any ideas/suggestions/help.

MM PDApprentice

asked in How do I....?

Unable to modify "Example" value in the Product dropdown

We are currently evaluating FreshDesk on the free plan. In the ticket report form there is a field called Product with a single possible value of Example. I would like to have this field removed since we only have a single product, but when i try to make it not visible by removing the Can View flag for the the Customer in Ticket Fields, but that produced the following error on save: “The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.”. The possible values for the field are also not editable from that page. Is there a way to either remove the field or modify the default value so that it is not “Example”?

ebonwongApprentice

asked in How do I....?

Download or access to Attachments in tickets

How can i download or get the attachments of the tickets by using api?

stephanpoirierApprentice

asked in How do I....?

Files attachment in an article

Hello Freshdesk community!I'm new here, so please bear with me if my question seems basic.In the Freshdesk knowledge base, can we attach a document to an article in such a way that it doesn't appear at the bottom of the page, but rather beneath a specific paragraph? Thank you in advance for your understanding and help. Thank you

sbangerterApprentice

asked in How do I....?

Tracking Traffic in BreezyThemes

Good afternoon. I am wondering if it is possible to use any of the reporting or analytics features to track traffic clicks in the BreezyThemes template I am using on my portal. See below.In short, I would like to see how many clicks I get on a specific link. Do I need to set up Google Analytics to do this, or is it possible through the reports/analytics in FreshDesk? Thanks in advance for any assistance.

PradipApprentice

asked in How do I....?

Field service signature

Hi once the engineer has been to a customers site and got the customers signature on the job done - we would like the engineer to forward the ticket to accounts department with the customers signature - does anyone know how this can be done ? Kind RegardsPradip

FrikkieEloffApprentice

asked in How do I....?

FreshSalels TEAM Inbox Auto Responder

Good day I would like to setup a AutoResponder if an email is sent to a TEAM inbox. How is this done?

Ryu XinkApprentice

asked in How do I....?

Sort by date posted

HelloHow can I sort all discussions/forum posts sorted by date, specifically by the first one showing the newest post?

ejgennrich-betterhealthApprentice

asked in How do I....?

SMS from FreshSales AND FreshDesk?!

Hi, Our Freshworks stack is FreshSales and FreshDesk. We use Twilio for backend, and the two services share the same phone number I am surprised to discover that while outbound SMS works via both tools. It appears only SMS only comes inbound into FreshDesk. Has anyone else encountered this unintuitive UX/fuctionality issue? I’m debating what I need to propose (do we have to use two distinct phone numbers? Or is there another solution I haven’t thought of?)

benjaminmahnApprentice

asked in How do I....?

Connect helpdesk system of a customer

Is it possible to connect a customer's Freshdesk system with our Freshdesk system?Ideally, the tickets synchronize with each other.

Rune KulmbakApprentice

asked in How do I....?

Login page / SSO prompt

Hi everyone,I've set up SSO for both my agents and contacts using two separate Enterprise Applications, following a guide from this community.I want to exclusively use the SSO login. However, I can't find a way to disable the standard login page and prompt the SSO immediately. Ideally, users would see the SSO login with an "Agents Login" button right below it.Can anyone enlighten me? Thanks in advance.

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

Is it possible to have a second portal even if you aren’t an MSP? We have a need for a second portal for a specific user base.

BirdyApprentice

asked in How do I....?

How to change topic labels in forum posts

Hey there, where / how can I change or define the topic labels for forum topics? I can see that one label is still not defined, though I cannot find where I can change that or change the label names. Thanks in advance for the help. Cheers

Chris DaviesApprentice

asked in How do I....?

Workspaces Overview

Hi,Love the idea of workspaces and it would be really helpful for our organisation.I currently have multiple departments all in a single workspace which is helpful for me as I am able to see an overview of how all teams are performing.Is this still possible if I enable a workspace for each department?Chris

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