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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

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588 Topics

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NkubanaCommunity Debut

asked in How do I....?

Adding Icons to my Solution Articles.

I was wondering if there is a way to add icons to my Freshdesk solution articles to give it a more engaging look.

ShaunMetricsSkilled Expert

asked in How do I....?

Freshdesk export Forum attachments

Is it possible to export the attachments from Freshdesk Forums?

MoniquevanzContributor

asked in How do I....?

How can we delete reports of former users in Freshdesk?

How can we delete reports of former users in Freshdesk?

PranabApprentice

asked in How do I....?

Creating tickets with custom fields in Freshdesk using csv/excel

Hello, I want to create freshdesk tickets with custom fields via csv/excel import. Is there a way to do this?Please let me know.

rhondachurchill99Apprentice

asked in How do I....?

Laravel Passport; using OAuth2 for SSO with Freshdesk

I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav

jim.keeleyCommunity Debut

asked in How do I....?

Order Form Service Catalog

Is it possible to create a service catalog item that a requestor can use to select items from a list and add a quantity to a “request form” then have the total cost of everything being requested shown on the form before it get’s submitted?Thanks in advance for any thoughts!

MinaContributor

asked in How do I....?

Email group notification

how can we send a group notification email once a child ticket has been assigned to an agent group . to ensure that all relevant team members receive the notification promptly.

asked in How do I....?

FreshDesks Big Problem - is there a workaround?

Ifo you have an email exchange with someone 6 months ago and they then reply to it now it only shows up as a wee blue flag customer responded on a very old email way back in the chain,How do you all keep track of those kinds of emails? IS there somewhere where you can see them coming in? Could we have the option to show replies as new messages in the email chain? Best Tom B.

NenniApprentice

asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

KarlGoddardApprentice

asked in How do I....?

Remove Login Box

Hi allI have a query regarding the portal login page.I work in a K-12 environment. I’ve set up SSO for agents and just creating it for staff (contacts)We only want staff to use SSO (Azure SAML) to login to the support portal. I want to remove the ‘Log in to support portal’ box with the email / password fields and just have the Sign in with SSO button as the default login page.The current email / password box is redundant and will only confuse staff. How can I remove it?Any help would be appreciated.Thanks!

MoniquevanzContributor

asked in How do I....?

Hide ticket field 'Tags' (or move it down)

Is there a possibility to move the ‘Tags’-field on the ticket page down (so not on top) or to hide it?

MoniquevanzContributor

asked in How do I....?

How can I change the FROM email address, as a standard? That it's always the same, even when I have 10+ email addresses registred

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

Christina HApprentice

asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list.

ukohCommunity Debut

asked in How do I....?

Service catalog only for selected customer

How can I change the visibility of a service catalog for only certain customers

bositof23Community Debut

asked in How do I....?

New Employee Onboarding

Hi our company is currently using the onboarding users in the portal page my manager has a requirement that if the person being hired is from Finance or Accounts department then the additional dropdown field will enable and vice versa. We also use workflow for onboarding, how will you fix this one? Expressions or condition on work flow? Thanks

Shadab MukriApprentice

asked in How do I....?

Unable to send email from custom mailbox

Our emails are not reaching to the clients since today morning, we changed the custom mailbox password as well but still facing the issue

simmondsjonTop Contributor

asked in How do I....?

How do I limit agents to specific companies?

Hi, I have about 40 agents on our Freshdesk system.We have about 120 different Companies for which we answer tickets for.Can I limit access to certain customers for specific agents? The only way I can see this can be done is by creating 120 groups.Thanks. Jon

Abd56ullahApprentice

asked in How do I....?

How to Integrate Freshworks CRM with Other Business Tools?

Our company recently adopted Freshworks CRM to manage customer relationships and sales processes. However, we also use various other business tools like email marketing platforms, accounting software, and project management apps. To enhance efficiency and ensure seamless data flow across these platforms, I need to integrate Freshworks CRM with these tools. I'm looking for guidance on the best integration methods, potential challenges, and how to troubleshoot common issues that might arise during the integration process. Additionally, I want to understand the benefits of these integrations and any specific APIs or connectors that are recommended for this purpose.

MarinaMCommunity Debut

asked in How do I....?

Can't Receive Activation Email

We’ve tried sending the activation email multiple times to our new user and it doesn’t go through and there doesn’t seem to be any way around this

Michelle GreenContributor

asked in How do I....?

How do you Archive Contacts & Companies?

We have a lot of companies that are no longer with us and contacts that are no longer with the companies. We dont want to delete them as we require the history.Currently we put a ‘z’ in front of the company name or client name, however when searching these listings come up so not really efficient.Are we able to archive these companies/contacts it would make things a lot easier.

NeverNotWorking24.7.365Apprentice

asked in How do I....?

Defeating the default Requester field - How do I ONLY have a Requester Lookup?

I don’t like how a user can mistype the default email address and create new/potentially invalid requester records. I want that to be a lookup over requesters. In what way can we bypass the default behavior? Other areas allow user lookups with the type ahead/search control.

AlexHanKMApprentice

asked in How do I....?

Notifications to agents on responses with Freddy "Thank You" detector

Hello!I posted this message already as response to another post but I fear that it will not get the necessary attention there, so I relaunch it as a separate question. Following the instructions from here:https://support.freshdesk.com/en/support/solutions/articles/50000000040-setting-up-the-thank-you-detectoragents will get a notification for a ticket response/added notes for> already open tickets (tickets not closed or resolved)> closed/resolved tickets that Freddy assumes are not a “Thank You” message.I understand that the first property is set so the agent can see & decide if a ticket answer is a “Thank You” message or not and Freddy can learn from tickets closed without further answer that these might be in fact “Thank You” messages. There are just 2 points/questions I have:We already have the email notifications (“requester replies to ticket” and “note added to ticket”) activated unter the category “workflows”. Isn’t that a double feature then? Don’t we get two notificat

maloktSkilled Expert

asked in How do I....?

Service Catalog Radio Button

Is there a way to add a radio button where a YES or NO is required? It doesn’t seem like the dropdown box can force a YES or NO answer, without defaulting to one or the other, which we don’t want to do. We need it to be blank, but require YES or NO, like a standard radio button.

Soporte Group HRApprentice

asked in How do I....?

I can't see completely "Plans & Billing"

Dear Team,I am currently trying to access the Plans and Billing section, but I only get a box without much information. I need your support to know the steps or what is the reason for this.I need to have these accesses as soon as possible because we are making a record of our services with all the current information, such as: service time, invoices, type of subscriptions, etc. This is my FreshDesk I can only see this: Admin > Account > Plans & Billing

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!

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