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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

609 Posts
1,371 Replies

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609 Posts

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....?

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?

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?

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

ogmaContributor

asked in How do I....?

Why did these buttons move

The buttons should be above (where the arrow is) but now they have moved and are covering up my contact edit button, how can I fix this?

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 GreenSkilled Expert

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

David ErnstContributor

asked in How do I....?

Importing Requestors into a Sandbox.

Requestors in the Sandbox – I have created a sandbox to test and saw that only a few of the requestors were brought over. I did read that only Requestors that were referenced in other configurations would be brought over. However, it also indicates that Requestors could be Exported from the Production environment and Imported into the Sandbox. I have exported the requestor from Production however, we receive an error on the import “Department field can’t be empty” even though the department field has a valid value.Any Requestors that exist already in the sandbox are updated, but no new requestors are created. I receive the same error if I attempt to import the Requestor CVS Export that is created from the sandbox as well.We have some scenarios I will need to test that will require a larger number of Requestors be available in a sandbox environment and need to be able to work around this error.

nthongchaiCommunity Debut

asked in How do I....?

Requested for field in Service Catalog requires an email address

Is there any way to remove this field or change it a plain text field? Currently it’s hardcoded to require an email address for an individual you’re requesting items for. We have some instances where an employee or a new hire does not have an email address yet and it would slow things down if we had to wait for an email address to be created before ordering certain items from the catalog for them (before their start date etc). If I select the filed, I can’t remove it and can’t change it to remove the Display to Requestor field. I have full admin access so not sure why I can’t edit this? Any thoughts or ideas would be much appreciated.

freshuserApprentice

asked in How do I....?

how to append text to description before submitting a feedback widget

I want to append additional text to description before user submits the feedback form.How to do that?

MR84Community Debut

asked in How do I....?

Automation - Auto Reopen Ticket with Time Limit

We have an Automation setup that on replies to closed tickets it reopens said ticket. I’m looking to understand if there is a way to introduce a time limit to this automation, for example, ticket is marked as closed/resolved, customer replies and its outside a 10day window. The ticket should not auto reopen, instead a new ticket is created. However if the client responds within the 10day window the ticket will reopen and be managed accordingly.

ricky23Apprentice

asked in How do I....?

Removing email address from cache

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?

Mike_EApprentice

asked in How do I....?

Automation to merge tickets

Hello, I am looking for a way to automatically merge ticket with the same alerts. Currently we are getting alerts from our back end team that gives us the our clients name and a UniqueID. I would like to merge ticket where this matches. Thank you

djherrera211Apprentice

asked in How do I....?

Using webhook to create a new ticket once requester reply with different subject is sent to a ticket that's closed

Hi, I already setup whenever requester reply is sent to a closed ticket it will trigger webhook to create a new ticket however some requester changes their subject when they replies to the ticket. The setup is it gets the initial subject in the new ticket. what i need is to get the subject of requester reply in the new ticket.{ "description": "{{ticket.latest_public_comment}}", "subject": "{{ticket.subject}}", "email": "{{ticket.contact.email}}", "priority": 1, "status": 2, "group_id": {{ticket.group_id}}}

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